Position function: Reporting to the Supply Chain Supervisor of Caldic USA, the Customer Care Associate will ensure exceptional customer care through the support, service and championing of our customer’s requirements within the Caldic organization while also providing sales and operational support.
Scope: The position is responsible for providing a consistent customer experience including; order entry, order fulfillment coordination, providing necessary product and regulatory information, solving customer problems, sales and operational support. The position will work closely with Sales, Replenishment, Shipping, Production and the Finance teams.
MAJOR TASKS AND DUTIES:
- Accurately and timely input of customer orders received by email, phone, fax or third party purchase order systems.
- Provide order confirmations to customers within 24 hrs. of order entry.
- Provide prompt and continuous follow up to customers and as required to Operations and Sales to ensure delivery commitments are met.
- Deal directly with customers by telephone, email and Teams to provide information regarding product availability, pricing previously determined by CDM, specifications and estimated delivery dates.
- Answer incoming phone calls to the Chicago regional office.
- Provide available regulatory and technical document packages to customers as per customer requests.
- Proactively contact existing customers to inquire about potential upcoming orders based on specific order history.
- Respond promptly to customer inquiries, handle and resolve customer complaints and issues.
- Schedule transportation for customer orders and follow up to ensure and confirm delivery.
- Support Accounting Team with any finance requests related specific customers.
- Assist with specific customer contract requests as required to communicate pricing directly to customer.
- Responsible for updating customer information (i.e., contact information, customer product Identifications, etc.)
- Record details of inquiries, comments and/or complaints and develop steps necessary to resolve issues, ensure the CDM’s are informed about issues and resolution.
- Actively work with other departments to ensure customer excellence, production, shipping and replenishment.
- Complete all other duties as assigned.
- Ensure compliance with all health and safety regulations, GMP’s and HACCP requirements.
KNOWLEDGE/SKILLS AND EXPERIENCE:
- Post-secondary education, college diploma or equivalent experience and proficiency
- Customer Care/Service experience or equivalent, minimum 3 years.
- Experience in the food industry is considered an asset.
- Must have strong interpersonal, multi-tasking skills and time management.
- Must have strong relationship building skills.
- Must have intermediate computer skills (MS Word, Outlook, Excel).
- Must have strong communication (Verbal and Written) skills.
Job Type: Full-time
Pay: $36,000.00 - $51,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
- 8 hour shift
- Day shift
- Morning shift
Weekly day range:
Work setting:
Work Location: In person