Customer Service Specialist - America

Founded in Parma in 1877, Barilla is now a global company present in more than 100 countries worldwide. Recognized as a symbol of Italian know-how, “The Joy of Food for a Better Life” is Barilla’s purpose to bring people closer to the joy of good food and making quality the choice for a better life. It's a commitment from field to fork, to bring to the world tasty, joyful and wholesome products, made with selected raw materials from responsible supply chains. Because what we eat today can change our tomorrow. Because good food is a joy for the present and a choice for a better future.

Job Purpose:

Manages Barilla order management process for customer orders from receipt through delivery and invoicing. Processes approximately 5,000-7,000 customer orders annually, mostly EDI but can be manual, for approximately 200 unique customer ship-to locations. Responsible for the resolution of any exceptions or issues associated with the delivery of a customer’s order.

Key Accountabilities:

• Reviews and clears all order checks in SAP ERP system (SAP-quantity, weight, price, etc.) in order to process the order.
• Ensures orders are in compliance with policies/ processes including lead time, minimum order weights, and pricing.
• Accurate and timely order processing, from receipt to process invoicing, including assisting to resolveing any EDI order errors.
• Ensures accuracy of customer master data.
• Assists CFS in resolving distribution-related deductions, including entering any needed customer credits in a timely manner.
• Provides excellent Customer Service and maintains a high level of customer satisfaction through the maintenance of customer relationships.
• Communicates with Key Customers on shared metrics/KPI’s on a periodic basis. Audits Key Customer KPIs for accuracy (ex. OTIF). Proactively seeks ways to resolve deviations from target customer KPIs.
• Coordinates and resolves product out-of-stock situations, order shipment delays, and special inventory requirements, by coordinating with Distribution Planning, Production Planning, Warehousing, and Transportation operations to meet the customer requirements/expectation.
• Works with Customer Logistics on defined customer collaboration projects, efficiencies, distribution changes, etc.
• Maintains Customer Collaboration activities for Key Customers.
• Other duties as assigned.

Educational Requirments:

• High School diploma or GED Equivalent; Bachelor’s Degree preferred
• 1-3 years in Customer Service / Supply Chain preferred, CPG a plus
• Proficient in use of ERP systems and technology; SAP preferred
• Excellent interpersonal and organization skills, strong attention to detail
• Demonstrated analytical and problem-solving skills
• Proven ability to build and maintain cross-functional working relationships
• Proven ability to translate best practices into internal and external process improvements
• Intermediate Microsoft Word and Excel skills
• Strong written and verbal communication skills
• Ability to travel up to 5% domestically

Barilla is an equal opportunity employer. It is the policy of Barilla to prohibit discrimination and harassment of any type and to afford equal employment opportunities to employees and applicants without regard to race, color, religion, gender, national origin, age, disability, genetic information, veteran status or any other classification protected by federal, state and local laws and ordinances, nationally and internationally. Other classifications include, but are not limited to, family status, health status, multicultural differences, political ideas and sexual orientation.

Target compensation for this role is $58,000 - $62,000