Customer Service Representative

Job Description

Job Description

Riviana Foods Inc. is a world class leader in the rice sector and is America’s largest processor, marketer, and distributor of branded and private label rice products. Riviana brands are well known for their quality and excellence. Key brands include Adolphus®, Blue Ribbon®, Colusa Rose®, Carolina®, Comet®, Gourmet House®, Mahatma®, Minute®, River®, RiceSelect®, Sello Rojo®, Success® and Water Maid®. Riviana Foods is a wholly owned subsidiary of Ebro Foods, S.A., a multinational food group operating in the rice, pasta and sauces sectors. Based in Spain, Ebro Foods has commercial and/or industrial presence in more than 25 countries in Europe, North America, Asia and Africa, through its extensive network of subsidiaries and brands. Our global reach is an important factor in Riviana's success. As a wholly-owned subsidiary of Ebro Foods, S.A., the world leader in rice sector, we take a world view of the rice business and draw upon the global resources of our parent company.

About the Role

Under the supervision of the Order Service Supervisor, the Customer Service Representative processes, releases, prepares documentation packages, and invoices orders for Riviana’s domestic and export shipments for assigned customers.

What You’ll Do

• Review inbound orders verifying established order parameters are met (i.e., weight, pricing, promotions, and lead-time). Recaps to management customers who are repetitively out of compliance with requirements.
• Communicates to brokers, customers, and Sales Administration any pricing and/or promotion discrepancies identified on orders. Resolves issues prior to releasing orders for shipment.
• Creates outbound deliveries for EDI transmission to 3PLs. Deliveries for plant shipments are created by the plants.
• Reviews billing due lists for pricing and brokerage accuracy prior to scheduled job run times.
• Reviews Outbound Reports from distribution centers and Unshipped Orders for internal plants daily. Monitors on-time shipment of pending deliveries and assists in resolving delivery issues (short shipments, missed delivery appointments, etc.).
• Advises the Operations Planning team of upcoming promotion exception volume communicated by customers or field sales.
• Works with the Operations Planning team to resolve potential out-of-stock situations when shortages occur.
• Communicates product availability issues to Trade Marketing, brokers, and customers.
• Assists other Customer Service personnel with order processing during peak sales periods.
• Submits new customer master record requests and revisions to the Customer Service Supervisor for coordination with other disciplines within the company.
• Requests freight quotes, arranges bookings and FDA inspections, and completes SLIs and all other pertinent documents for export shipments.
• Performs other duties as assigned by management.

What We’re Looking For

• Bachelor's degree or three to five plus years of work experience with domestic and export shipments.
• Data entry experience with Customer Service, Supply Chain, SAP, and EDI is a plus.
• Strong background in export documents, Incoterms, and HTS codes.
• Experience coordinating with plants on production schedules.
• Strong written and verbal communication skills to interface with disciplines within the company, distribution centers, brokers, customers, and others.
• Strong analytical skills.
• Proficient in Microsoft Excel.
• Excellent team skills.
• Ability to multi-task and follow up on open work issues.

Working Conditions

• General office environment and conditions with regular use of standard office equipment. This position requires prolonged periods of sitting, working at a computer, and communicating with internal and external contacts throughout the workday.
• Visual acuity to read and evaluate data 
• Able to use a variety of communication methods on a frequent basis
• Ability to operate a keyboard.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 
• Bilingual is a plus.

Equal Opportunity Employer

Riviana Foods Inc. is an Equal Opportunity Employer and is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all Federal, State and local laws that prohibit employment discrimination on the basis of actual or perceived race, color, creed, ancestry, religion, sex, national origin, age, military/veteran status, disability, predisposing genetic characteristic, marital status, sexual orientation/gender identity, citizenship where legally permitted to work, or any other protected category under federal, state or local law, regulation or ordinance. This policy applies to all employment decisions including, but not limited to, recruiting, hiring, training, promotions, pay practices, benefits, disciplinary actions and terminations.

An Equal Opportunity Employer - M/F/D/V