SUMMARY: The Customer Service Specialist will play a crucial role in ensuring that our customer base receives the highest level of customer service by responding to customer inquiries, championing the root cause and correction of customer concerns, and pro-actively adding value to the customer relationship. You will work closely with all internal teams to communicate and support customer expectations and requirements. This position reports to the Customer Service Manager.
ESSTENTIAL JOB DUTIES:
Serves as the main point of contact for our customers acting as a liaison between external and internal customers.
Develops and provides custom customer/product reports that add value to the partnership.
Actively sources definitive promotional and scheduling information from customers to provide information to production/scheduling to support forecasting initiatives and the maintenance of appropriate inventory levels as required .
Supports Customer Focus by effectively resolving emergency situations regarding customer orders due to insufficient inventory, system errors, delays in production, and warehouse or carrier issues. Negotiates schedule changes with customers as required.
Possesses extensive knowledge of products and their applications and recognizes opportunities to better serve our customers.
Receives, validates, processes and executes incoming customer orders and order changes for all business segments through various vehicles including EDI, e-mail, fax and phone.
Informs customers of holiday and plant closings and works with customer to arrange production and ship dates to coincide with warehouse operations.
Processes debit memos, credits and returns as needed.
Records customer complaints for assigned customer accounts and submits trending information. Works with appropriate departments to implement actions that will eliminate or reduce the issue.
Identifies and implements ways to streamline and improve efficiencies.
Ensures processes are documented and standardized.
Provides quarterly customer reports/presentations to Sales and Customer Service in regards to customer intelligence, promotions, complaints, trends etc.
EDUCATION & EXPERIENCE:
Associates degree or equivalent and three years of Customer Service experience or an equivalent combination of education and experience. Related BA/BS degree beneficial.
Baldwin Richardson Foods Co. - 20 months ago