Customer Service Representative

Company Description

At Jack Link’s, we feed the journey. We take pride in rolling up our sleeves and getting things done together. Fueled by creativity, passion, and a commitment to doing things the right way, we tackle the hard stuff first and focus on real progress, bold moves, and no excuses. We create opportunities, celebrate wins, own our misses, and push forward as a team, knowing our strength comes from supporting one another and having fun along the way.

We cultivate a workplace where passion meets purpose and our Team Members are inspired, recognized, and rewarded for their contributions.

If you’re ready to make a difference and build something meaningful, we want you!

Jack Link's Protein Snacks is a global leader in snacking and the No. 1 meat snack manufacturer worldwide. Headquartered in Minong, Wisconsin, Jack Link’s is strategically positioned with production, distribution, and support centers in key locations throughout North America, Brazil, Europe, and the Pacific Rim. This global network allows Jack Link's to deliver a wide variety of high-quality, great tasting protein snacks to consumers around the world.

The company’s portfolio of brands includes Jack Link’s®, Lorissa’s Kitchen®, Wild River®, Golden Island®, Country Fresh Meats®, BiFi®, Peperami® , Mariani and Local Legends Meat Snacks.

Jack Link’s is looking for a Customer Service Representative to join our Underwood, IA team. The ideal candidate should be an effective communicator, self-motivated and seasoned at working collaboratively. In this role, you will be responsible for a variety of duties across our customer service team. You will be the key point of contact for internal and external customers on order management functions, consumer inquires and continuous improvement efforts to enhance the overall service our customers are receiving.

You will build partnerships with cross functional teams including sales, finance, transportation, warehousing, supply planning, demand planning, FSQ, marketing, brand and most importantly; the customer.

• Manage the daily flow of orders through the supply chain within your area of responsibility
• Provide professional customer service by diagnosing and resolving customer problems or inquiries via email, phone or other correspondence
• Serve as a liaison between internal and external business partners to provide our customers with world class customer service.
• Support adherence to company policies through education, guidance and persistence
• Responsible to achieve business metrics (Fill Rate, On Time Delivery, Customer Experience, etc…) to drive a high level of customer satisfaction
• Correspond with consumers who have encountered a problem with a product or service offering and resolve the issue in a timely manner.
• Document consumer inquiries into a web-based platform to transcribe interactions which will provide internal business partners the data needed to make strategic decisions
• Develop a thorough working knowledge of various brands, products and services
• Responsible to diffuse escalated situations where a customer has become frustrated due to a product issue or service offering. The candidate must possess the ability to respond in a clam, controlled and professional manner.
• Collaborate with internal business partners to develop better customer support processes

• Bachelor’s degree and/or 3 years or more in related business experience is preferred.

• SAP experience is preferred
• Consumer Packaged Goods experience is preferred
• Proficient in Microsoft Office applications;
  Outlook, Excel, PowerPoint and Word
• Excellent verbal and written communication skills
• Effective listener and ability to exhibit patience in all situations
• Outgoing personality with a desire and commitment to provide excellent customer service
• Solid problem solving skills to find answers on behalf of the customer
• Strong organization skills with an ability to execute the details
• Ability to learn quickly, adapt in various situations and work in a team environment
• Follow through on commitments and show concern for the needs of others

The…