Position function: Reporting to the Supply Chain Supervisor the individual will be responsible to receive and process customer orders, inquiries, concerns to provide outstanding client service and satisfaction.
Scope: This position provides a full spectrum, on-going day-to-day Customer Service activities. The position is responsible for providing a consistent customer experience, from order entry, order fulfillment coordination, providing necessary product and regulatory information to customers, solving customer problems to providing sales support. The position will work closely with all areas of the business to support the US business for Caldic.
MAJOR TASKS AND DUTIES:
Responsible to answer phones for Chicago regional office as first point of contact
Receive and input customer orders into the internal computer system; will receive orders by email, phone and occasionally fax and also invoice commission orders
Provide prompt and continuous follow up to Customer and Sales team to ensure delivery commitments are met; Receipt of order confirmations to be sent to customer
Deal directly with customers by telephone and/or electronically to provide information regarding product availability, confirm pricing previously determined by CDM, specifications and estimated time/date of delivery
Responsible to send regulatory technical document packages to customers as per the request
Maintain professional contact with external customers at all times
Proactively contact existing customers to inquire about potential upcoming orders based on specific order history
Respond promptly to customer inquiries; handle and resolve customer complaints and issues
Support CDM's with coordinating customer sample requests, help to set up customer contracts as well as quotes and quarterly pricing
Schedule transportation for customer orders and follow up to confirm delivery
Support Accounting Team with any finance requests related specific customers
Assist with specific customer contract requests as required to communicate pricing directly to customer
Responsible to update customer information (i.e. contact information, customer product Identifications, etc.)
Record details of inquiries, comments and/or complaints and develop steps necessary to resolve issues, ensure the CDM's are informed about issues and resolution
Actively work with other departments to ensure customer excellence; production, shipping and replenishment
Ensure compliance with all health and safety regulations, GMP's and HACCP requirements.
Responsible for following Food Safety and Quality requirements as per Prerequisite programs, HACCP plans, CCP monitoring and SQF code.
KNOWLEDGE/SKILLS AND EXPERIENCE:
Post-secondary education, college diploma or equivalent experience and proficiency
Customer Care/Service experience or equivalent, minimum 2 years.
Experience in the food industry is considered an asset
Must have strong interpersonal and multi-tasking skills
Must be strong relationship building skills
Must have intermediate computer skills (MS Word, Outlook, Excel)
Must have strong communication (Verbal and Written) skills