What are the responsibilities and job description for the Customer Service Agent position at Ingredion Incorporated?
Ingredion Incorporated is in search of a Customer Support Agent, who will enthusiastically serve as a critical point of contact with Ingredion's customer base, from the initial placement of orders for products through their delivery to invoice payment. This position aligns with customer and in role partners with colleagues in Sales, Logistics, Order Coordination, Supply Chain, Quality, and Product Management to capture information and resolve customer problems, all while ensuring high levels of satisfaction and customer retention. Individuals who work in this position develop a knowledgebase which can lead to new opportunities or a rotation into other areas of the organization, such as Logistics, Sales, Supply Chain, or Quality.
As a Customer Support Agent , your responsibilities will include :
- Customer experience focus on requests and issues being responded to accurately and in a timely manner with overall awareness of customer, operational and financial impact
- Serve as a liaison between external customers and internal functions to ensure customer satisfaction communicating status, issues and actions required to all parties involved
- Seek to proactively identify issues, consider alternative solutions, and take corrective action to resolve and prevent recurrence of problems
- Collaborate with customer support team members in group problem solving and team activities
- Manage customer database and support cross training for account backup and / or transition
- Achieve the required KPI's that support Customer Experience and Commercial Excellence
- Ensure all customer complaints are tracked according to department and company procedures
- Participate in the 24 / 7 team rotational after-hours program for divisional customer and logistics support and account coverage flexibility from 7 : 00AM to 5 : 00PM CST
- Ensure the accuracy of order data and act as the expert for the order processing flow (system, processes and customer requirements) in collaboration with shared service center. Focus on data details, accuracy and automation to streamline process for accurate, efficient processing
- Utilize company and team databases to ensure standard operating procedures are followed, provide accurate information, and update documents / files as necessary
- Continuous improvement project engagement for process and performance improvements
- Demonstrated ability to work two or more of Ingredion's product lines and customer categories to provide valuable information to the customer
Qualified candidates will have :
The Customer Support Agent position is well-suited for you if you :
We are an equal opportunity employer and value diversity at our company. Ingredion seeks to provide a work environment that is free from harassment and discrimination. We will not tolerate any form of discrimination based on race, color, religion, age, gender, gender identity, gender expression, national origin, ancestry, handicap or disability-mental or physical-marital status, sexual orientation, veteran status, disability resulting from military service, or any other classification protected by law ("protected classifications"). We are committed to establishing and maintaining a work environment where everyone is treated with dignity and respect.
Ingredion provides accommodations to job applicants with disabilities throughout the hiring process. If a job applicant requires an accommodation during the application process or through the selection process, we will work with the applicant to meet the job applicant's accommodation needs.
Relocation Available :
Pay Range :
58,160.00-$77,546.67 Annual
This pay range is not a guarantee of compensation or salary. Final base salary will be determined based on several factors which may include but are not limited to responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data and applicable bargaining agreement (if any).
Incentive Compensation :
As a part of the total compensation package, this role may be eligible for the Ingredion Annual Incentive Plan or a role-specific commission / bonus.
Benefits :
Full-time roles are eligible for our comprehensive benefits package which includes medical, dental and vision coverage as well as a 401(k) plan with an competitive company match.
Salary : $58,160 - $77,547
