Customer Support Specialist

Job Title | Customer Support Specialist

Department: Customer Service, Co-packing

Reports To: Customer Service Manager

FLSA Status: Non-Exempt

POSITION OVERVIEW

Primarily focused around administrative tasks within the customer service department, with the specialized task of

communicating with new co-packers and private labels to organize incoming and existing customers orders.

This position is required to support all HACCP, Food Safety, Food Fraud, Food Defense and Quality Assurance regulations and programs by attending Inventory meetings, production meetings, and keeping up to date with the QA committee. It is important for this position to understand these aspects of the job to provide the best service to our customers.

ESSENTIAL JOB FUNCTIONS

·         Establishes and maintains professional communication with vendors, clients, and colleagues.

·         Verifies shipped order information, case counts, freight, PRO, etc., is accurate prior to invoicing.  Following up with Invoicing weekly/monthly.

·         Generates daily reports, uses the data to communicate with their team and customers effectively. (examples: label inventory, finished goods, and ingredient reports,). This includes assisting in the quarterly and/or annual physical inventories; provides inventory reports

·         Receives written purchase orders from customers via email and 3rd party vendors then enters them into the Navision software.

·         Works with Canadian or other foreign export papers and distributes appropriately.

·         Verifies pricing and pertinent data by researching computerized files to ensure the order information is correct and resolves discrepancies. (Lot tracking, case count updates, cancellations, order splits).

·         Updates original order in computer system according to the production schedule and confirms the order to the customer.

·         Interacts with customers to reconcile disputes, research order information, trace shipped orders and receive feedback.

·         Performs additional duties as assigned.

CO-PACKING / PRIVATE LABEL

·         Work with (Customer Service) – help facilitate finalized payments and processing for new customers. Receives written purchase orders from new customers via email, fax or from the sales department and assists in entering them into the Navision software. Checks in daily with Customer Service Manager.

·         Work with (R&D) – Determine the needs of production and if we have available means to produce the product in our facility. (R&D) will be a partner in creating an ingredient list and label for the customer.

·         Works with (Purchasing Manager) – sourcing any materials (bottles, caps, labels, ingredients) that we might need.

·         Works with (Operations Director) – communicates co-packer needs with our equipment (does the bottle or caps fit in our production)

·         Work with (Information’s Systems Manager) – discuss Bill of Materiel setup and label setup (ingredients, label questions, for both item and case) works with George to approve with customer.

·         Work with (Controller) – discuss pricing to then send out to Dom for approval, then creates a price list to be approved by customer.

·         Monitors the verification of the packaging inspection program of any projects for co-packing or private label.

·         Helping existing customers with distribution of products, general follow-up.

QUALIFICATION, EDUCATION, or EXPERIENCE NEEDED

The following capabilities are required in order to perform the essential functions of this position. Reasonable accommodations that do not create an undue burden on the company are available to address the following requirements.

·         High school diploma or general education degree (GED) One to three years related experience in customer service, or equivalent combination of education and experience.

·         Ability to read and interpret documents such as safety rules, Bill of Material, purchase orders, Customer reports.

·         Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

·         Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to perform these operations using units of American weight measurement and volume.  Ability to compute rate, ratio, and percent.

·         Ability to read and interpret basic accounting documents and follow SOPs.  Ability to write routine reports and correspondence. Ability to speak in a professional and courteous manner on the telephone, over the paging system, with customers, vendors, employees of the organization, or the general public.

·         Ability to calculate figures and amounts such as discounts, commissions, percentages, price extensions, and volume. 

·         Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to prioritize and work independently.

·         Ability to systematically organize various types of documents for easy retrieval.

·         proficient in programs such as MS EXCEL, MS WORD and the customer service module of the company’s accounting software in a network environment.

·         Data entry, 10-key by touch and legible handwriting.

CERTIFICATES, LICENSES, REGISTRATIONS

·         N/A