Customer Service Representative

Overview

Primary

Location:

Bolingbrook, Illinois, United States of America.

Solina is a community of close to 5,000 people with a passion for food and an entrepreneurial culture. We design customised savoury solutions for clients in the food industry, food service, butchery and nutrition markets. With sustainability at the heart of our business, we aim to produce food that is delicious, nourishing, affordable, sustainable and convenient. Solina is a fast-growing business with around 50 production sites and R&D laboratories in more than 19 countries, mainly in Europe and North America.

By rethinking culinary solutions, we make food matter for people and the planet. If you’re ready for a new adventure in a dynamic, expanding, international company, join us!

Solina USA is a proud Solina Group company specializing in customized seasonings and sauces. We operate four strategically located production facilities across the United States to deliver high-quality, innovative flavor solutions efficiently. We serve Quick Service Restaurants, Fast casual, Casual dining, and food manufacturers, focusing on providing exceptional flavor solutions at a cost-competitive price. We strive to build dynamic relationships where our creativity aligns with our customers’ culinary vision, making “Food Matter.”

Are you passionate about serving customers with excellence? If you answered yes, the Customer Success Representative role could be the position you’ve been looking for. You will undergo training for approximately 6-9 months to learn the core requirements of serving our customer base and sales, then gradually begin taking on accounts.

This document does not state or imply that these are the only duties to be performed by the employee occupying the position.

• Guide the life cycle of the order from entry into our system until arrival with the customer.
• Proactively partner with Supply Planning and Demand Planning on resolutions when shortages are known. Obtain options for customer shortages and present details related to root cause, along with recovery options.
• Collaborate with the transportation team to obtain ongoing updates for the customer, sales, and broker (where applicable).
• Handle the late/light order approval process for late orders to process and ship under standard lead time.
• Ensure all order management guidelines (lead time, order minimums, order cut-off times, late order requests and changes) are followed to minimize errors and maximize Supply Chain efficiency.
• Assist in managing Customer Master Data to ensure customer records are accurate and order entry is not delayed.
• Assist claims department on matters related to incorrect or rejected orders.
• Develop strong and trusted relationships with customers through timely and accurate communications.
• Manage a high volume of communications/requests, resolving issues in an accurate and timely manner.
• Maintain and update documents related to customer accounts.
• Conflict resolution: learn to defuse high-pressure situations and remain solutions-driven.
• Work with the Training Manager to host calls with sales, supply chain partners, and customers when issues arise.
• Promote increased order size, direct plant shipments and various other customer programs/initiatives.
• Accounts will transition gradually into the 6–9 month program; smaller and less complicated accounts will also transition gradually into the program.
• Learn about the Customer Success MBOs and embed them in day-to-day work.
• Identify opportunities to direct plant ship orders that are not defaulted (DPS).
• Increase truck weight/order size and pursue full pallet improvements by moving orders to full pallet levels.
• OTIF – avoid fines from customers by filling on time and in full.

Any combination of education and experience providing the required skill and knowledge for successful job performance will be considered. Typical qualifications would be:

• High School Diploma or General Education Degree (GED) and 2+ years’ relevant experience, required.

• Bachelor’s Degree, preferred.
• Knowledge of Microsoft Office, Outlook, Excel, and…