Reporting to the Customer Service Manager and through National Sales Division, Citterio USA's Customer Service Representatives work to support all aspects of operations related to timely and accurate analysis of customer requirements to meet and exceed customer needs and expectations.

ESSENTIAL FUNCTIONS OF THE POSITION

NOTE: An employee assigned to this title shall perform a majority, but may not perform all, of the duties listed in this job description. Conversely, minor level duties performed on the job may not be listed.

• Have daily contact, call, and email, with established customers, brokers, and sales team as well as potential new customers.

• Handle customer inquiries and complaints in a prompt, courteous, effective, and professional manner.

• Investigate errors and resolve discrepancies.

• Resolve deduction issues.

• Provide internal tracking documents used by other departments.

• Collaborate with cross functional teams and other departments to provide or develop solutions to issues or questions and

improve overall business processes.

• Collaborate with multiple teams internally and externally.

• Display professionalism during all interactions with USDA contacts.

• Utilize manual order entry and EDI order platforms.

• Utilize multiple systems and customer portals to obtain information.

• Process sample orders.

• Accurately prepare export paperwork.

• Schedule customer delivery appointments as necessary.

• Review orders to determine special requirements, achievable due dates, valid product numbers, and pricing.

• Enter orders in a timely manner and maintain proper notes and date changes in SAP customer order system for improvements

and expedite for on time performance (OTP).

• Track progress of orders, as necessary, to ensure OTP.

• Maintain an up to date and accurate quote file and maintain filing system of all customer orders.

• Interact with organizational leadership, employees, vendors, and affected individuals both within and outside of the

organization on a regular basis to assist with the completion of general informational requests or direction to appropriate staff

to provide the highest-level customer service.

• Excellent communication and interpersonal skills with ability to listen effectively, respond appropriately and maintain mutual

comfort level while relating to a diverse workforce.

• Must have good attendance.

• Other job duties as necessary.

• Performs related work as may be required.

* The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

KNOWLEDGE, SKILLS, AND ABILITIES

• Experience in Food Manufacturing or CPG experience required.

• Knowledge of SAP preferred.

• Knowledge of proper phone etiquette and customer service techniques.

• Knowledge of computers and computer software, with ability to apply this aptitude in word processing, Excel spreadsheet

development, and Word document merges, and keyboarding skills.

• Thorough knowledge of proper records management, retention of records and cataloguing of files.

• Strong ability to perform well and be unfailingly diplomatic in a high pressure and complex environment with a focus on

customer service.

• Excellent problem-solving skills with the ability to envision and deliver innovative solutions.

• High energy level, ability to multitask, establish priorities, work independently.

• Positive interpersonal skills included effective verbal and written communication.

• Ability to establish credibility and be decisive.

• Ability to maintain confidential and sensitive information which may be proprietary to Citterio USA.

• Ability to prepare and analyze comprehensive reports, carry out assignments, and administer existing and proposed programs.

• Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to

problems.

• Ability to work in a fast-paced environment.

• Ability to understand customer specifications and problem solve to produce answers that make sense.

• Ability to communicate information and ideas in speaking so others will understand.

• Ability to establish and maintain effective working relationships with employees, supervisors and managers, and customers.

• Ability to handle stressful situations.

• Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made,

asking questions as appropriate, and not interrupting at inappropriate times.

• Coordination — Adjusting actions in relation to others' actions.

• Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or

approaches to problems.

• Ability to read, write, speak, understand, or communicate in English sufficiently to perform the duties of this position.

American Sign Language may also be considered as acceptable forms of communication.

EDUCATION AND EXPERIENCE

(a) Completion of a high school, or general equivalency diploma; and,

(b) Experience with SAP preferred; and,

(c) One (1) year in office administration background with a broad knowledge of Microsoft Office of specialized education in an

office administration program; or

(d) One (1) to two (2) years’ experience in a customer service and/or logistics environment; or,

(e) Equivalent combination of education and experience.

TOOLS AND EQUIPMENT

Telephone, personal computer (including Microsoft Office products), fax machine, and copy machine.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is often sitting, but may be required to walk through the plant in search of customer information and orders and regularly talk and hear. The employee is required to use hands to finger, handle or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to fifteen (15) pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

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

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing 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 may occasionally enter the plant environment and be exposed to moving mechanical parts.

The noise level in the work environment is usually quiet but can be moderate or loud when entering the plant.

The temperature in the work environment is usually regulated; however, if in the plant, the temperature may be cool or cold.

Employees are required to wear proper food safe, steel toe shoes, hair net and beard net, nitrile gloves, frock, bump cap, hat, and proper hearing protection while working in certain areas.

ACKNOWLEDGEMENTS

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

Citterio USA is an Equal Opportunity Employer and does not discriminate based on race, ancestry, color, religion, sex, gender, age, marital status, sexual orientation, national origin, medical condition, disability, veteran status, gender identity, or any other basis protected by law.