Customer Service Representative

Customer Service Representative

At Jack Link's, we feed the journey. We take pride in rolling up our sleeves and getting things done together. Fueled by creativity, passion, and a commitment to doing things the right way, we tackle the hard stuff first and focus on real progress, bold moves, and no excuses. We create opportunities, celebrate wins, own our misses, and push forward as a team, knowing our strength comes from supporting one another and having fun along the way. We cultivate a workplace where passion meets purpose and our Team Members are inspired, recognized, and rewarded for their contributions.

If you're ready to make a difference and build something meaningful, we want you!

Jack Link's Protein Snacks is a global leader in snacking and the No. 1 meat snack manufacturer worldwide. Headquartered in Minong, Wisconsin, Jack Link's is strategically positioned with production, distribution, and support centers in key locations throughout North America, Brazil, Europe, and the Pacific Rim. This global network allows Jack Link's to deliver a wide variety of high-quality, great tasting protein snacks to consumers around the world. The company's portfolio of brands includes Jack Link's®, Lorissa's Kitchen®, Wild River®, Golden Island®, Country Fresh Meats®, BiFi®, Peperami®, Mariani and Local Legends Meat Snacks.

The Customer Service Representative is responsible to facilitate orders and inquiries through the supply chain across all order types (customer, consumer and internal requests). The candidate will be the key point of contact for internal and external customers on order management functions and consumer inquiries. Key responsibilities for this role include providing world class customer service, executing standard operating procedures, maintaining key performance indicators and supporting continuous improvement workstreams in an effort to improve service and generate savings.

Duties and Responsibilities include:

• Facilitate the flow of customer orders and inquiries through the supply chain in accordance with established service level agreements.
• Adhere to standard operating procedures and collaborate with business partners to drive compliance with those processes through education, guidance and persistence.
• Responsible for the performance of key metrics which include but are not limited to on time delivery, case fill and experience survey scores.
• Collaborate with cross functional teams with a focus on process improvement relative to key performance indicators, cost reduction and continuous improvement.
• Correspond with customers who have encountered a problem with a product or service offering in an effort to resolve and document the issue in a timely manner.
• Diagnose and resolve customer issues by serving as a liaison between internal and external business partners to provide world class customer service.
• Responsible to diffuse escalated situations where a customer has become frustrated and the candidate must possess the ability to respond in a calm, controlled and professional manner.
• Develop a thorough working knowledge of various brands, products and services.

Required Education and Experience:

• Bachelor degree in supply chain, business or equivalent work experience.
• Minimum of 5 years of experience in Consumer Packaged Goods industry.
• Strong working knowledge of ERP (Enterprise Resource Planning) systems. SAP is preferred.
• Proficient in Microsoft Office applications; Outlook, Excel, PowerPoint and Word.

Required Skills, Knowledge and Abilities:

• Highly experienced professional skilled in multiple facets of an organization.
• Excellent verbal and written communication skills; clear and concise communication across carriers, vendors and internal team members is critically important.
• Strong ethical background with unquestionable integrity and personal values.
• Self-driven work ethic and has demonstrated the ability to solve cross-functional problems.
• Effective listener and ability to exhibit patience in all situations.
• Outgoing personality with a desire and commitment to provide excellent customer service.
• Strong organization skills with an ability to execute the details.
• Ability to learn quickly, adapt in various situations and work in a team environment.
• Follow through on commitments and show concern for the needs of others.
• Gets the job done.

The hiring range for this role is $21.00-$23.00 hourly. Actual wages will vary based on several factors, including but not limited to external market data, internal equity, location, and candidate skill set and experience. Base pay is just one component of Jack Link's Total Rewards package for Team Members. Other rewards may include annual incentive and program-specific awards. Jack Link's provides a variety of benefits to eligible Team Members, including medical, dental and vision benefits, life and disability insurance, 401k participation, paid holidays, and paid time off.

The physical demands described here are representative of those that must be met by an employee to be successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee is regularly required to stand, walk, use hands to finger, handle, or feel, lift and/or move up to 25 pounds, and talk or hear. The employee is occasionally required to sit, and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision.

The work environment is a plant/office setting. It is clean and dry with climate-controlled environment.

Equal Employment Opportunity Employer

Jack Link's is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation and gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

All your information will be kept confidential according to EEO guidelines.