Customer Service Specialist

ASR Group is the world’s largest refiner and marketer of cane sugar, with an annual production capacity of more than 6 million tons of sugar. The company produces a full line of grocery, industrial, food service and specialty sweetener products. Across North America, ASR Group owns and operates six sugar refineries, located in Louisiana, New York, California, Maryland, Canada and Mexico. In Europe, the company owns and operates sugar refineries in England and Portugal. ASR Group also owns and operates mills in Mexico and Belize. The company’s brand portfolio includes the leading brands Domino®, C&H®, Redpath®, Tate & Lyle®, Lyle’s® and Sidul®.

OVERVIEW

The Customer Service Specialist is an entry level or early in career Customer Service or Supply Chain professional who supports team initiatives through upholding the organization Vision & Strategy while exemplifying professionalism in all aspects of their role. As a Customer Service Specialist, you are the main point of contact for customer orders, inquiries and you assist our customers by being a liaison between Customer Service, Sales and Supply Chain to enter orders or respond to inquiries per our assigned Key Performance Metrics and communicates Service Level Agreements. Orders must be entered within 5 hours and inquiries must be responded to within 1 hour. Additionally, as a CSS, you are expected to collaborate and proactively track and trace and communicate the flow of orders and information to customers. You will use resources available to ensure full understanding and visibility of any past, current and future risk to customer supply. The CSS ensures customer satisfaction by implementing corrective actions to mitigate these risks and effectively communicate with the customer through to resolution on a first in first out basis.

DETAILED ROLES & RESPONSIBILITIES

• Effectively manage the manual, EDI and Esker order capture process to service all customers across all channels in line with an agreed Customer Service Policy and contracts in place.
  • Accurately process customer orders or inquiries/change requests within 1 hour of receipt
  • Effectively work in a fast pace team environment where customers rely on our accurate and timely responses to their needs
  • Work across the end to end supply chain accurately use customer contracts and meet our business requirements
  • Proactively track order status and notify customer of delays as requested by Supervisors
  • Processes Customer Complaints and Returns according to our policies
  • Drives to improve the % automated order capture or inquiry response as available
• Efficiently manage of incoming service requests in line with an agreed Customer Service Policy via ESKER, email, phone and in person
  • Analyze data and respond to customer questions in a timely manner, with urgency in 1 hour or less
  • Provide pro –active support in ensuring customer deadlines/expectations are met
  • Resolution of key customer inqueries around order to cash including working with Distribution, Sales, Supply Chain and Finance to seek resolution.
  • Educate and enforce the company rules of supply chain such as lead times, Minimum Order Quantities, product information, delivery & pick up dates, etc.
• Establish a strong and professional communicate with internal and external customers, and internal colleagues from other parts of the business on a daily basis in person, via phone and email to ensure customers’ expectations are effectively communicated and met
• Strong focus on high quality work including, “right first time” order entry and / or inquiry responses
• Escalate challenges or concerns from customers to the CS Manager/ CS Supervisor when needed for immediate customer service resolution
• Additional responsibilities to support the development and growth of the US Customer Service team
• Team oriented attitude to assist and cover for others when needed due to leave of absence or vacations.

WORK EXPERIENCES

• 3-5 years working in customer service or inside sales in a manufacturing environment
• Experience working in SAP/CRM preferred
• Work proactively within PowerBI

EDUCATION REQUIREMENTS

• Bachelor’s degree in business administration or supply chain management with a strong academic record
• Equivalent combination of education and experience will be considered

SUPERVISORY RESPONSIBILITY

• None

ESSENTIAL CAPABILITIES (KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL ATTRIBUTES)

• Drive for Results – perform independently and manage multiple tasks/projects simultaneously
• Execution – Attentive to detail and demonstrated ability to deliver on accountabilities.
• Communication- Strong influencing and communication skills
• Ability to manage workload and identify priority tasks to meet tight deadlines
• Good team player and remains calm under pressure, supporting the company mission
• Good verbal and written communication skills
• SAP or computer literacy (ideally good Excel skills)
• Knowledge about company products and internal processes (preferred)
• Effective task management and team player
• An ability to learn quickly and work effectively with people at all levels of the organisation

LOCATION OF ROLE

• Baltimore

We are an equal opportunity employer. We do not discriminate on the basis of race, color, creed, religion, gender, sexual orientation, gender identity, age, national origin, disability, veteran status or any other category protected under federal, state, or local law. All employment is decided on the basis of qualifications, merit, and business need.

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