Customer Success Coordinator

Griffith Foods is the caring, creative product development partner helping food companies meet the evolving needs of consumers while sustaining the planet. As a family business founded in 1919 and headquartered in Alsip, Illinois USA, Griffith Foods is known for true, collaborative innovation guided by their Purpose of “We Blend Care and Creativity to Nourish the World”. The company’s product capabilities range from seasonings and marinades to coating systems and sauces that are better for people and better for the planet. For more information, visit www.griffithfoods.com.

Job Description

Customer relation management:

• Provide proactive support and service to customers by segment, addressing day to day customer requests such as customer questionnaires, tenders, quality requests, reports, etc.

• Understand customer needs and expectations in relation to cusotmer brief to Account Manager

• Own and maintain specific customer requirements within internal systems, i.e. CRM

• Prepare information required by Account Manager for customer meetings and visits, including topics such as OTIF performance, forecasts, and payment status.

• Support Customer Service Coordinators and Account Managers during exceptional supply challenges, complaints, etc…

• Participate in country Business Development meetings and calls, supporting Sales KPIs reporting and preparation for accounts review and planning sessions.

• Occasionally attend or travel to customer visits alongside the Account Mananger, when exceptional circumstances require.

• Track KPIs for measuarable process

Customer Documentation & audits

• Coordinate completion of customer questionnaires and support multi-functional audits (e.g.,SMETA, McDonald’s, etc…)

• Manage the coordination and storage of Non-Disclosure Agreements (NDA’s).

Pricing

• Based on prices provided by Account Manager prepare, send, store and follow-up price quotes to customers

• Prepare and centrally store pricelists for Account Manager’s

• Update prices in D365

• Weekly/monthly follow-up of the customer payments together with Accounts Receivable team

CRM/ Samples

• Set up new customers in CRM

• Support Commercial Excellence initiatives through accurate data entry and process improvements.

• Enter or update basic product development requests, customer contact details, (repeat) sample requests, etc. in CRM

• Request product specifications and Product Development Data Sheet requests from customers

• Record customer feedback in CRM

Forecasting & Order Handling

• Inform and liaise with Customer Service Team Leaders/Manager and Demand Planning in case of significant forecast deviations (e.g. due to promotions or unexpected demand)

• Identify inefficiencies in the order and customer service processes and contribute ideas for continuous improvement

• Occasionally, serve as a back-up for Customer Service Coordinators during periods of absence