Customer Service Representative

Customer Service Representative

A Customer Service Representative requires strong dedication to providing a high level of service to our customers. Partners with sales to manage customer relationships and expectations. This role is the primary contact for both internal and external customers, acting as the liaison to ensure strong communication amongst all stakeholders and helping to drive the company's strategy forward as a valued added supplier.

Responsibilities/Duties:

• Serve as first point of contact for the customers when processing orders and requests
• Collaborates with various internal teams such as Supply Chain and Sales to manage situations impacting the customer
• Processes customer orders, complaints, returns, and invoices in a timely manner
• Responds to customer requests for product information and samples
• Manages customer complaints to ensure proper corrective actions are taken, documenting information appropriately
• Manages ongoing contracts and request quotes or new contracts as needed
• Verifies contract pricing in CRM is accurate to ensure correct invoicing
• Resolves customer payment discrepancies
• Obtains required approvals to issue customer credits as needed
• Tracks shipments for customers and provides assistance in expediting
• Problem solves to ensure customer is supplied through product shortages, production failures or truck shortages
• Manages EDI orders such as order confirmations, shipment notices, COA and invoices that transmitted via EDI by customer
• Works directly with the production planning & credit team to release orders to customers
• Manages daily open order reports, blocked deliveries and billing block reports
• Reconciles inventory on a monthly basis and runs reports for mid-year and year end audits
• Ensures proper information is supplied on orders and customs documents for clearance of orders being exported from the US
• Submits required forms to GSS to create, change, or correct master data as directed by the customer
• Manages customer portals and does everything from recovering PO's to reentering invoice data into the customer portal system
• Assess and escalate any urgent issues to sales and management as appropriate
• Provides training and mentoring for Customer Service Coordinators as needed

Requirements:

• Strong verbal and written communication skills
• Ability to work in a fast paced team environment
• Excellent computer skills
• Detail oriented with a high level of accuracy
• Ability to problem solve and provide solutions
• Decision making capabilities in fast paced, ever changing environment
• Organized and ability to multitask
• Continuous improvement mindset
• Ability to work on call on a rotating basis

Preferred Experience:

• Bachelor's Degree, preferably in Business related field
• 5-7+ years of experience in customer service or related field

Tate & Lyle is an equal opportunity employer, committed to the strength of an inclusive workforce.