Customer Service Representative

Customer Service Representative

A Customer Service Representative requires strong dedication to providing a high level of service to our customers. Partners with sales to manage customer relationships and expectations. This role is the primary contact for both internal and external customers, acting as the liaison to ensure strong communication amongst all stakeholders and helping to drive the company’s strategy forward as a valued added supplier.

Responsibilities/Duties

Serve as first point of contact for the customers when processing orders and requests

Collaborates with various internal teams such as Supply Chain and Sales to manage situations impacting the customer

Processes customer orders, complaints, returns, and invoices in a timely manner

Responds to customer requests for product information and samples

Manages customer complaints to ensure proper corrective actions are taken, documenting information appropriately

Manages ongoing contracts and request quotes or new contracts as needed

Verifies contract pricing in CRM is accurate to ensure correct invoicing

Resolves customer payment discrepancies

Obtains required approvals to issue customer credits as needed

Tracks shipments for customers and provides assistance in expediting

Problem solves to ensure customer is supplied through product shortages, production failures or truck shortages

Manages EDI orders such as order confirmations, shipment notices, COA and invoices that transmitted via EDI by customer

Works directly with the production planning & credit team to release orders to customers

Manages daily open order reports, blocked deliveries and billing block reports

Reconciles inventory on a monthly basis and runs reports for mid-year and year end audits

Ensures proper information is supplied on orders and customs documents for clearance of orders being exported from the US

Submits required forms to GSS to create, change, or correct master data as directed by the customer

Manages customer portals and does everything from recovering PO’s to reentering invoice data into the customer portal system.

Assesses and escalates any urgent issues to sales and management as appropriate

Provides training and mentoring for Customer Service Coordinators as needed

Requirements

Strong verbal and written communication skills

Ability to work in a fast paced team environment

Excellent computer skills

Detail oriented with a high level of accuracy

Ability to problem solve and provide solutions

Decision making capabilities in fast paced, ever changing environment

Organized and ability to multitask

Continuous improvement mindset

Ability to work on call on a rotating basis

Preferred Experience

Bachelor’s Degree, preferably in Business related field

5-7+ years of experience in customer service or related field

Tate & Lyle is an equal opportunity employer, committed to the strength of an inclusive workforce.