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Customer Service Representative

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Date: 07-Dec-2018

Location: Decatur, IL, US

Company: Tate & Lyle

 

Business Unit/Function

NOAM Supply Chain

DATE

June 2018

Location

Decatur, IL

Band

B

REPORTING STRUCTURE

Reports to (Title)

Customer Service Manager, NOAM

Direct Reports

none

Key Relationships

Customers, Sales, Sales Operations, Customer Advocacy, Production Planning, Warehousing, Transportation

ROLE PURPOSE

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

 

MAIN ACCOUNTABILITIES

  • Serves as customer’s primary point of contact for all order and supply chain related inquiries
  • Responsible for all aspects of order entry and processing
    • Order management and oversight from order receipt to product delivery to the customer
    • Collaborates with various internal teams across Supply Chain and Sales to manage situations impacting the customer
    • Problem solves to ensure customer is supplied through product shortages, production failures, or truck shortages
    • Tracks shipments for customers and provides assistance in expediting when needed
    • Managed EDI orders such as order confirmations, shipment notices, COAs, and invoices that are transmitted via EDI from the customer
    • Monitors daily reports to ensure order movement as expected
  • Provides documentation support
    • Responds to customer inquiries for product documentation
    • Manages documentation output for order related documents
    • Ensures proper information is supplied on customs documents for clearance of orders being exported outside the US
  • Responsible for contract review and billing activities
    • Verifies contract pricing is accurate to ensure correct invoicing
    • Resolves customer payment discrepancies
    • Obtains required approvals to issue customer credits or debits as needed
  • Support special customer requests as needed
    • Manages input and extraction of information from customer portals accurately
    • Manages consignment process, replenishing shipments and reconciling inventories on a regular basis
  • Achieve high target goal of global customer metrics by processing all customer orders, invoices, and related outputs accurately and within agreed timeframe and satisfactorily managing and resolving all customer complaints within agreed timeframe.
  • Assess and escalates any urgent issues to sales and management as appropriate
  • Exhibit a troubleshooting and continuous improvement mindset to improve customer service standards
  • Support a positive team environment, contributing to others’ tasks and activities when available and needed
  • Maintain an orderly workflow ensuring proper prioritization of activities

PERFORMANCE MEASURES

  • Perfectly executed order
  • Complaint response and closure time
  • Cross functional feedback on level of customer support provided

LEGISLATIVE REQUIREMENTS

N/A

COMPETENCIES, SKILLS, KNOWLEDGE, EXPERIENCE AND QUALIFICATIONS 

QUALIFICATIONS AND EXPERIENCE

  • Minimum of 3 years Customer Service experience in a related area
  • Extensive knowledge of SAP and Microsoft applications
  • Experience in a quick response, highly fluctuating, customer driven industry
  • Bachelor's degree required
  • Ability to work on call on a rotating basis

COMPETENCIES, SKILLS & KNOWLEDGE

  • Excellent customer awareness and focus
  • Strong and effective communication skills, both verbal and written
  • Demands high standards of accuracy and attention to detail
  • Ability to interact professionally and effectively with customers and business partners
  • Critical thinker and problem solver
  • Must have the ability to maintain calm under pressure and work in a fast paced team environment
  • Strong efficiency and organizational skills


Nearest Major Market: Decatur