Customer Service Specialist, Exports & Escalations

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, Exports & Escalations, supports team initiatives through upholding the organization Vision & Strategy while exemplifying professionalism in all aspects of their role. The successful associate for this role must meet and exceed Key Performance Metric achievements, capably handle customer communications and inter departmental communications as well as have appropriate knowledge about our products. Additionally, this associate must have knowledge of the Exports Market and advance the organizational Service Level Agreements by proactively jumping in when escalations are required. This role excels at meeting their objectives and is a partner for their Exports and Escalations team associates working together to cover all Export needs as well as provide rapid response to Escalations in Esker CIM with any escalated or aging tickets and the Customer Service 1-800 telephone support calls. This role supports both the US Customer Service team as well as the North American Customer Experience teams. Highest levels of engagement are expected with proactive and timely, professional communication and is poised to respond to escalated customer needs in less than 1 hour. Additionally, as Exports and Escalations may vary in demand, this role requires associates to be proactive in support of other CSS and Sr. CSS that may be overwhelmed and need assistance.

Detailed Roles & Responsibilities

• Effectively manage the manual, EDI and Esker order management process to service all customers across all channels
• Accurately process customer orders for bulk and liquid within 4 hours of receipt and all other orders within 8 hours of receipt, Export triaged and entered as quickly as possible.
• Effectively work in a fast-paced 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
• Processes Customer Complaints and Returns according to our policies
• Drives to improve the % automated order capture in Esker OM as available
• Efficiently manage of incoming Esker CIM tickets 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
• Accurately process customer inquiries/change requests within an average of 1 hour or less
• Provide pro –active support in ensuring customer deadlines/expectations are met
• Resolution of key customer inquiries 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 relationship with internal and external customers, and internal colleagues from other parts of the business daily 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
• Team oriented attitude to assist and cover for others when needed due to leave of absence or vacations.
• May be responsible for processing international orders including working with freight forwarders, logistics and supply chain to request freight bookings, preparing export documentation, and understanding export / import requirements for those countries assigned
• Additional responsibilities to support other activities
  
  

Work Experiences

• 3 years working in customer service or inside sales in a manufacturing environment
• Experience working in SAP/CRM preferred
• Experience processing international orders and preparing export documentation preferred
• Working with fluency across multiple languages as necessary in a critical customer-facing environment
  
  

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.
• 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
  
  

Salary Range - $47,500-65,000 The pay rate for the successful candidate will depend on the candidate's qualifications and prior experience.

Benefits include healthcare (medical, dental, vision, prescription drugs) available the first of the month following 30 days of employment, 401(k) with match, life insurance, AD&D, short-term disability, vacation, holiday, and sick time.

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.