Customer Support Representative

IRCA is a prominent international provider of semi-finished ingredients for the bakery, pastry, and gelato markets. They cater to independent producers as well as large food manufacturers, including consumer packaged goods (CPG) companies. The company's core product offerings consist of chocolate, chocolate decorations, creams, pastry mixes, gelato ingredients, and various other bakery and pastry ingredients.

Headquartered in Italy, IRCA was acquired by Advent International, a global private equity firm, in July 2022. The company has demonstrated a strong history of growth over the past decade. As part of its growth strategy, IRCA made two bolt-on acquisitions in 2022. They acquired Cesarin, a provider of candied fruits, and Anastasi, a supplier of pistachio ingredients. These acquisitions expanded IRCA's product portfolio and market reach.

More recently, IRCA acquired the leading manufacturer of sweet and cereal products in Europe and the US. The target company focuses on high-value specialty ingredients for the Food Manufacturers segment. Their product range includes sweet particulates, chocolate confections, baked inclusions, variegates, and fruit purées. This deal, successfully completed in March of 2023, is a transformative move for IRCA, establishing them as a global leader in the semi-finished ingredients industry.

With this acquisition, IRCA has a combined revenue of €1 billion in 2023 and a presence in 22 manufacturing facilities across Europe, the US, and Vietnam. This expanded manufacturing footprint and diversified product portfolio positions IRCA as a key player in the market, serving a wide range of customers in the bakery, pastry, and gelato sectors, as well as food manufacturers.

This is an onsite role and you can work in our offices located in Suwanee, GA. Onsite daily, general hours are 8AM to 5PM.

We are seeking an experienced and resourceful representative to oversee the day-to-day relations with our clients. The Customer Support Representative will be responsible for collecting information on how to best serve clients. They will work with many different departments within the organization to coordinate information from beginning to end in regard to what is requested from the and setup new customers and vendors.

Documenting the initial to end process and coordinate with various departments is a focal point and will require someone who is detailed focused and organized for the position.

Responsibilities

• Manage new customer onboarding process, supplying requested documentation from customers.
• Work with all departments to obtain what is requested to be completed by the customer. Be the point person with Legal on all NDAs, supplier agreements or any document requiring the company’s signature across all divisions.
• Coordinate legal documents with the legal department, communicate discrepancies in any agreement to the Sales Rep and follow the process until the document is fully signed between both parties.
• Act as a liaison with in-house teams including Customer Support, Sales Rep, QA, Regulatory, Legal, and CCO across all divisions. Be the POC for all customers, coordinating setup from both sides (Customer and Company).
• Organize internal staff and set schedules for deliverables.
• Coordinate multiple projects and services across all divisions including item setup.
• Collect and analyze data to ensure it meets intended requirements.
• Effectively communicate and work with multiple departments.
• Handle multiple tasks or projects at one time, meeting deadlines. Document details in a tracker to aid others in understanding customer projects.
• Escalate complaints to relevant departments across all divisions.

Qualifications

• 3-5+ years related experience or equivalent combination of education/experience and training
• Outstanding organizational skills
• Excellent verbal and written communication skills
• Basic knowledge of food quality assurance principles
• Proficient with computer applications and programs related to the position
• Strong attention to detail and follow-up skills
• Ability to function and maintain focus in a high-demand environment
• Ability to prioritize and multi-task according to workflow/demands
• Apply critical thinking skills (analyze/evaluate/consider solutions/act)
• Proficiency in CRM software (e.g., Salesforce) and Microsoft Office Suite
• Analytical mindset with attention to detail
• Ability to multitask and adapt to a fast-paced environment
• Team-oriented, proactive, and customer-focused
• Must be able to work onsite at our Suwanee, GA office

IRCA Group offers career growth opportunities as well as competitive compensation and benefits:
Medical, Dental, & Vision, 401(k) matching, Paid Vacation, and Holidays, Employee Education Tuition Reimbursement Program

• Not Applicable

• Full-time

• Other

• Food and Beverage Manufacturing