Customer Service Specialist

Full job description

Summary

The Customer Service Specialist is a customer-facing role responsible for managing communications between trading partner accounts and Lakeview Farms. Customer Service is an end-to-end function within the Order to Cash Cycle. As such, the Customer Service Specialist will work across boundaries with peer organizations such as Sales, Finance, Operations and Production, and Sales Operations to ensure delivery of an exceptional customer experience. The Customer Service Manager will play an integral role in developing internal and external customer relationships and supporting the evolution of the Customer Service organization.

Duties and Responsibilities

· Manage customer service-related issues and obstacles while developing processes to mitigate similar issue recurrence.

· Onboard new customers, manage existing customers, and deactivate customers in system as required.

· Work directly with contacts at trading partner accounts and serve as primary management-level point of contact for all replenishment-related questions, issues, and conversations.

· Enter orders, credits, and price related data into systems accurately and timely.

· Analyze data, reports, scorecards, and customer and market insights to identify performance improvement opportunities, opportunities to reduce cost, and customer service-related shortfalls; devise and implement plans to resolve and correct.

· Support the development and maintenance of a thorough library of Standard Operating Procedures (SOPs) for all activities and processes related to the effective functioning of the Customer Service organization to ensure continuity of operations and simplified onboarding of new team members and trading partner accounts.

· Facilitate the expansion of trading partner accounts to EDI processing and assist in the implementation of automation with existing and future systems.

· Accountable for accurate, standardized, timely customer master data management.

· Develop, strengthen, and maintain strong trading partner account relationships.

· Organize periodic departmental meetings, present data and material, and design communication and process flows between staff, internal customers, and management.

· Address internal and external customer concerns, issues, and problems in a timely manner while developing and implementing solutions to resolve current situations and mitigate occurrence of similar situations in the future.

· Executes all duties of a Customer Service Specialist as required.

· Cultivate a welcoming, cohesive work environment that inspires engagement, action, support, and trust.

· Proactively identifies, addresses, and resolves significant service quality, recuring, systematic, and operations issues.

Qualifications & Experience

· Minimum of one year Customer Service or Sales experience required

· Problem solving skills and analytical capabilities

· Outstanding customer service and sales functions

· Proficiency in the MS Office Suite with advanced Excel and PowerPoint skills required

· Understanding of Customer Service metrics

· Excellent organizational, prioritization, and multitasking skills

· Ability to work under pressure and meet strict deadlines

· Process management and improvement abilities

· Visualization and presentation skills

· Ability to establish strong internal and external relationships

· Effective written and verbal communication skills

· Technical aptitude to operate in several different systems simultaneously

· Proven ability to balance high level of details accurately with speed of resolution and quality of service

· Ability to work a flexible schedule according to the needs of the business, including evenings, weekends, and holiday