What are the responsibilities and job description for the Customer Service Representative (Hybrid) position at OSI Group?
As a premier global food provider, the OSI Group partners with the world's leading foodservice and retail food brands to provide concept-to-table solutions that delight consumers around the globe.
Join us and discover a work experience where diverse ideas are met with enthusiasm, and where you can learn and grow to your full potential. We're looking for individuals who thrive in an entrepreneurial environment and who enjoy working as a team to deliver unparalleled service and solutions to our customers.
The salary range posted represents the low and high end of OSI's salary range for this position. Salaries will vary based on various factors, including but not limited to, location, education, skills, experience and performance. Base salary is one component of OSI's overall total rewards package. Other components may include bonuses, special pay programs, comprehensive time off, 401k with match and a full suite of benefit offerings for you and your family.
This role is responsible for the receipt and execution of customer orders throughout the order to cash process. In this role you will lead communication with internal / external partners and build and maintain key business relationships. You will ensure the accounts you manage operate within the outlined company order management guidelines and help address any service issues that may occur.
Job Responsibilities
- Manage the customer order process from order entry to order delivery.
- Cultivate strong relationships and serve as the main point of contact for our customers. Communicate any order related challenges or updates directly to Internal and external Partners. Proactively identify and review potential product shortages and partner with internal partners to address potential issues before they occur.
- Enforce order management guidelines and take the lead on managing the exception approval process for late orders and under minimum requests.
- Provide internal / external partner feedback in meetings to solve problems and make decisions, coordinate multiple department functions, and implement outside the box ideas to service our customers.
- Coordinate and lead key internal discussion and resolution through conference calls, on-site meetings, and video meeting sessions.
- Maintains ongoing, positive relationships with internal / external partners and responds to customer inquiries via telephone, fax, and e-mail within established time guidelines and in a professional and courteous manner.
- Work in a team environment and provide support to your peers.
- Meet monthly with your sales team to stay informed on upcoming promotional activity or upcoming account changes. Ensure any change is proactively communicated to key parties in the organization to avoid service disruptions.
- Assists accounting department in deduction resolution.
- Prepare and process credit memos and re-bills as directed by management or in accordance with established programs and protocols.
- Assists in managing Master Data to ensure customer records are current.
- Review daily reports and communicate with internal / external partners. Identify trends or frequent challenges and review those opportunities with sales and management.
- Monitor the Electronic Database Interchange (EDI) for orders that need to be pulled into the ERP system.
- Create customer score cards and report on key metrics on a bi-weekly or monthly basis.
- This role has the responsibility to understand and place in practice appropriate safety procedures. This responsibility is achieved through education, training, use of protective equipment (as applicable) and by following safety policies, regulations, standards, and laws.
- Perform other duties as assigned.
Experience & Skills
Education
Work Environment
Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
