Job Description

The Customer Service Specialist provides a service to our customers through transactional and operational excellence to ensure customer’s expectations are met or exceeded. Ability to work independently with minimal supervision performing a variety of customer service tasks. This role requires good follow through on order details as well as strong communication, organizational, multi-tasking and interpersonal skills. This role requires a person with a positive attitude that is responsive to customers while working collectively with Sales Managers and numerous internal departments

You will report directly to the Senior Customer Service Manager for Ornua Ingredients North America, headquartered in Hilbert, WI.

Schedule: Monday thru Friday 7:30am to 4:30pm, overtime as necessary

KEY AREAS OF RESPONSIBILITY:

Key Requirements

1. Responsible for the review and entry of assigned customer orders ensuring all information is complete including delivery date, pricing, shipping method, and payment terms and verifies that all associated paperwork has been collected
2. Acknowledge orders via email within 24 hours of receipt of PO# when applicable
3. Notify customer of any known order delays and provide updates
4. Acts as the point of contact for customer questions including product availability, pricing, product returns, shipment status
5. Open/Log customer complaints in Salesforce and drive updates for timely resolution
6. Provides the customer with all required shipping documents including Certificate of Analysis and all other system generated documentation
7. Completes regular system integrity reviews to ensure accuracy for all customer account information
8. Maintain customer contact list
9. Interacts with various departments such as Supply Chain Planning, Quality Assurance, Distribution, Sales, Logistics, Warehouse, etc., to ensure customer and company requirements are met
10. Ability to effectively act as liaison between sales and production
11. Attend meetings and complete safety trainings as required
12. Actively contributes to the evaluation and continuous improvement of customer services, policies, and procedures
13. Consistently demonstrate professional, positive, and approachable attitude, demeanor and discretion
14. Consistently demonstrate Ornua values

15. Perform other duties as assigned

Education & Experience

• High School Diploma or equivalent
• Post secondary education beyond high school preferred
• 1+ years of Sales or Customer Service experience
• Prior experience in manufacturing a plus

Core Competencies

• Knowledge of order entry methods and techniques. Proven data entry skills.
• Good computer skills including current version of Windows, MS Office (Word, Excel, Outlook, Team), CRM and Dynamics SL
• Experience involving customer contact and resolution of customer difficulties is essential.
• Excellent communications skills and attention to detail in order processing and customer communication.
• The position requires strong problem solving and analytical skills with the ability to work independently and exercise sound judgment
• The ability to make commitments and be willing to be held accountable against them, organizing workloads to meet deadlines
• Exhibit adaptability to accept or bring about change when needed
• The ability to excel in a team environment and advance overall team objectives
• Formulate and clearly communicate ideas to others
• The ability to ensure customer satisfaction by delivering excellence in service
• Ability to work required hours with extended hours if necessary
• Excellent people skills with ability to work with individuals from different disciplines
• Ability to work with and maintain confidentiality of sensitive information.
• Ability to manage multiple priorities with high degree of reliability and adaptability.
• Excellent verbal/written communication skills.
• Strong interpersonal communication, collaboration, and conflict resolution skills.
• Strong time management and organizational skills.

Other Requirements

• Travel to other sites on occasion