Senior Customer Service Representative

The Senior Customer Service Representative is the dedicated central point of contact for geographical customers in all things Customer Service, with the goal of supplying a first-class customer experience. Helping our customers become more successful with their business by delivering Customer Excellence by building trust, exhibiting team spirit, and a developing great customer relationships.  This role is responsible for managing customer expectations and company capabilities while continuously improving the way we service them, making their lives easier. The Senior Customer Service Representative demonstrates responsibility and accountability within the organization for anything service-oriented.

Primary Responsibilities

• Effectively manage multiple critical/strategic accounts in partnership with sales, proactively communicating with each via phone, email and scheduled in-person meetings to constantly improve the customer experience
• Sample and Sales Order entry to invoicing and at-risk inventory management using SAP for designated regions
• Support complex logistics processing, work with freight team on tracking orders, customer complaints, refunds, etc.
• Adhere to the Standard Operating Procedures for customer service processes including modes of order intake including phone, fax, email and EDI
• Tacking, analyzing proactively and resolving customer issues including returns, debit and credit processing and complaint management
• Work with sales and operations teams to identify and implement best practices with regards to communications around, but not limited to; shortages, lead times, freight costs, etc. ensuring a positive experience and maximum customer satisfaction
• Meet company expectations with regards to critical performance metrics including but not limited to on-time delivery, open orders, productivity, overtime, and freight cost reductions
• Prepare documentation including bills of lading, pick tickets, and invoices
• Backorder and open order management
• Scan, mail, and file all applicable paperwork on a daily basis.
• Participate in multiple team support projects
• Any other tasks as instructed by management

Prior Knowledge/Experience

• 3+ years of customer service experience
• Bachelor’s degree preferred
• Working knowledge of SAP, preferably in Order Management (Sales and Distribution module) and Transportation
• 1+ years transportation tendering or operations experience preferred
• Food industry experience preferred; can be Consumer Products, CPG and/or Pharmaceuticals
• Exceptional written & verbal communication skills
• Proven team player, able to work collaboratively at all levels and build partnerships with cross-functional teams       
• Excellent organizational, planning, influencing, presentation and follow-up skills
• Self-motivated and persuasive in presenting ideas and executing to a final result

Looking for a Career for Good?

Puratos is a global purpose-driven company focused on bringing people together through food innovation for good. We offer a full range of innovative food ingredients and services for the bakery, patisserie, and chocolate sectors, serving artisans, retailers, industrial and food service companies in over 100 countries around the world. Our passion for innovation, pioneering spirit, and core values continue to propel our global ambitions. This coupled with our commitment to our communities is what makes working at Puratos so magical.

We offer a competitive compensation and benefit package, designed to promote a Happier, Healthier You.  This includes:

• Insurance coverage beginning the first of the month—no extra waiting period to get started
• Immediate 401(k) eligibility including a fully vested matching contribution
• Receive over 5 weeks total of paid time off within your first year of service
• Free life coaches, convenient onsite health exams, 24/7 access to Registered Nurses
• Puratos-paid insurance coverage to protect you and your family including Life and Disability insurance

If you are a solution oriented and analytical thinker with a passion for leading and inspiring people, we invite you to experience the magic of being yourself and join us for “a career for good.”

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