Customer Service Specialist

Position Summary

Responsible for the fulfillment and management of customer order requirements through direct and indirect (i.e., fax, email, phone or EDI-electronic data interface) contact; coordinates order requests to ensure that all orders are shipped in a timely and accurate manner; follows all policies to achieve high levels of efficiency and performance

• Processes orders directly from customers via phone, EDI, email and fax, reviewing orders for availability, utilizing stock status reports as well as warehouse sailing schedules; communicates product availability and delivery dates to customers.
• Monitors orders for adherence to correct pricing, proactively working with sales or customer to correct any issues prior to the order invoicing.
• Establishes and maintains effective communication/working relationships with customers/sales representatives; coordinates order processing and resolves product availability/shipping/pricing problems to ensure company service objectives are attained.
• Determines economical shipment/delivery locations (outside warehouse LTL shipments or direct shipments) which coincide with customer requirements:
• Coordinates with shipping schedules provided by warehouses and distribution and determines shipping dates to ensure timely receipt by customer.
• Utilizing company order processing system, enters all orders on a continual basis; performs proper editing procedures to assure all pertinent information is accurate.
• Coordinates service requirements with shipping department and/or outside public warehouses for requirements of orders to ensure accurate picking and scheduling on shipments/deliveries.
• Monitors progress of orders to ensure timely and complete deliveries; open orders report reviewed daily to ensure status of all orders is accurate in accordance with shipping dates, cases, and eventual shipment confirmation.
• Assures that orders are confirmed as shipped on a timely basis and correct pricing has been received for the respective customer/order.
• Informs customers of any significant changes affecting product availability and/or delivery dates; ensure customers’ minimum order requirements can be achieved; works with all customers/warehouses to communicate product availability and any situations affecting service and production operations.
• Receives requests from sales representatives for samples of Ajinomoto Foods, North America for products to be utilized in product demonstrations with existing and potential customers; communicates all requests to Sample Coordinators to assure preparation and delivery.
• Assist the accounts receivable department with resolving customer remittance deductions or disputes by providing documentation as required; assures that credit policies are properly maintained.
• Communicates any circumstances which could affect production operations immediately to assure timely preparation and response.

• Submits new customer information for set-up and/or updates of company records
• Identifies and resolves issues by understanding the situation, determining the cause and providing/explaining the best resolution
• Prepares and publishes reports for internal and external customers as needed
• Contributes and provides support to the team as needed
• Performs all other assigned work as required

• Previous customer service representative experience of 3-5 years required, preferably in food manufacturing and/or outside warehouses
• Strong oral and written communication skills
• Strong organizational skills
• Strong analytical and problem solving skills
• Highly motivated individual with the ability to handle many tasks while maintaining a high level of confidence
• Ability to maintain professional courtesy when communicating with Ajinomoto Foods, North America internal or external customers and suppliers
• Ability to work well with others in a team environment, inside as well as outside the department.
• Extensive knowledge of Microsoft Excel and Word is required.
• 3-5 years of experience required working with ERP systems on a daily basis (JD Edwards experience preferred)
• Ability to handle confidential customer, legal and company information
• Ability to multi-task and work in a fast-paced environment
• Passionately focused on continuous improvement
• Pay range $25.00 - $30.00