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Sr. Customer Service Specialist

Location: 

Baltimore, FL, US

Req ID:  27484
Date:  Nov 13, 2021

ASR Group is the world’s largest refiner and marketer of cane sugar, with an annual production capacity of more than 6 million tons of sugar. The company produces a full line of grocery, industrial, food service and specialty sweetener products. Across North America, ASR Group owns and operates six sugar refineries, located in Louisiana, New York, California, Maryland, Canada and Mexico. In the European Union, the company owns and operates sugar refineries in England, Portugal.  ASR Group also owns and operates mills in Mexico and Belize.  The company’s brand portfolio includes the leading brands Domino®, C&H®, Redpath®, Tate & Lyle®, Lyle’s® and Sidul®.

 

OVERVIEW

The Sr. Customer Experience Specialist supports team initiatives through upholding the organization Vision & Strategy while exemplifying professionalism in all aspects of their role. The Sr. Customer Experience Specialist is an advanced role with expectations around Key Performance Metric achievements, detailed high level customer communication and inter departmental knowledge. The SR CES excels at meeting their account objectives and is a partner for their accounts.  Highest levels of engagement are expected with proactive communications around KPM’s, impactful events and high levels of communication are expected with Sales and Supply Chain to lead collaborative activities for our most Strategic Customers.   The Sr. CES is the main point of contact for the flow of order information from customer to ASR Group and feedback of supply information to customers throughout the “lifetime” of those orders from receipt to delivery. You be an example to the CES role for adoption and utilization of use resources available to the team to ensure full understanding and visibility of any past, current and future risk to customer supply.   The Sr. CES ensures customer satisfaction by implementing corrective actions to mitigate these risks and effectively communicating with the customer through to resolution.

 

DETAILED ROLES & RESPONSIBILITIES

  • Effectively manage the manual, EDI and Esker order capture process to service key customers across all channels in line with an agreed Customer Service Policy and contracts in place
    • Accurately process customer orders and change requests
    • Work across the end to end supply chain to interpret customer contracts and requirements
    • Proactively track order status and notify customer of delays
    • Processes Customer Complaints and Returns according to our policies
    • Drives to improve the % automated order capture
    • Conduct root cause analysis to drive continuous improvement.
  • Efficiently manage of incoming service requests in line with an agreed Customer Service Policy via email, phone and in person
    • Analyze data and responding to customer questions in a timely manner, with urgency
    • Provide pro –active support in ensuring customer deadlines/expectations are met
    • Resolution of key customer queries and enquires to help payment
    • Educate key customers on rules of supply such as lead times, Minimum Order Quantities, product information, delivery dates, etc.
  • Create collaborative relationship within supply chain to best service customer, working with distribution and logistics. 
  • Manages more complex/ strategic customers
  • Establish a strong communication with internal and external customers, order management area, Finance and colleagues from other parts of the business on a daily basis in person, via phone and email to ensure customers’ expectations are met
  • Identify opportunities and solutions to improve Supply Chain performance to deliver better OTIF targets
  • Support the creation of relevant KPI’s and ensuring the cost effectiveness of customer service order capture
  • Education of sales colleagues on order capture process and importance of getting contracts right first time all the time
  • Escalate challenges or concerns from customers to the CS Manager/ CS Supervisor when needed for immediate customer service resolution
  • Additional responsibilities to support other activities

 

WORK EXPERIENCES

  • 4-8 years working in customer service or inside sales in a manufacturing environment
  • Experience working in SAP/CRM preferred

 

EDUCATION REQUIREMENTS

  • Bachelor’s degree in business administration or supply chain management with a strong academic record
  • An equivalent combination of education and experience will be considered

 

ESSENTIAL CAPABILITIES (KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL ATTRIBUTES)

  • Drive for Results – perform independently and manage multiple tasks/projects simultaneously
  • Execution – Attentive to detail and demonstrated ability to deliver on accountabilities.
  • Strong influencing and communication skills
  • Ability to manage workload and identify priority tasks to meet tight deadlines
  • Good team player and remains calm under pressure, supporting the company mission
  • Good verbal and written communication skills
  • SAP or computer literacy (ideally good Excel skills)
  • Knowledge about company products and internal processes (preferred)
  • FMCG commercial understanding and customer-oriented attitude/approach
  • Effective task management and team player
  • An ability to learn quickly and work effectively with people at all levels of the organization

 

LOCATION OF ROLE

  • Baltimore, MD or West Palm Beach, FL

 

Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.