Customer Service Representative

Office based sales position within the back-office team, acting as a Customer Service Associate. The person in this role is responsible for providing customer and sales support functions. The Customer Service Associate answers incoming calls and emails regarding complex customer service issues, purchase orders, billing questions, and collects payments from our customers

This document in no way states or implies that these are the only duties to be performed by the employee occupying the position.

Duties & Responsibilities

· This role is accountable for guiding the life cycle of the order, from order entry into our system, until arrival to the customer.

· Ensures all order management guidelines such as lead time, order minimums, order cut-off times, late order requests and changes are followed to minimize errors and maximize Supply Chain efficiency.

· Key point person on incoming emails and collaborate with the transportation team obtaining on-going updates to provide the customer, sales, and broker (where applicable).

· Manage a high volume of communication/requests, resolving issues in an accurate and timely manner.

· OTIF – avoid fines from customers by filling on time & in full

· Proactively partner with Supply Planning and Demand Planning on resolutions when shortages are known. Obtain options for customer’s shortages and present details related to root cause, along with options for recovery.

· Responsible for Return Merchandise Authorization (RMA) requests

· Assists claims department on matters related to incorrect or rejected orders.

· Assist other departments and channels throughout the organization with Customer Care related support

Requirements

· Bachelor’s Degree preferred

· Knowledge of Microsoft Office. Outlook, Excel and PowerPoint

· Must be able to multi-task with many competing day-to-day activities with competing priorities.

· Strong Organizational skills

· Customer Centric

· Flexibility to adapt to a varied work schedule.

· Must be able to maintain a high level of confidentiality.

· Ability to work well with others in fast paced, dynamic environment.

· Ability to be respectful, approachable and team oriented while building strong working relationships and a positive work environment.

Work Environment and Physical Requirements

The work environment alternates between a cold production setting with concrete floors and an office. This position requires the team member to:

· Sit for an extended period of time at a computer.

· Stand and walk through the production floor and endure cold temperatures (38 degrees)

· Must occasionally lift/move up to 40 lbs.

Food Safety

Kilcoy has adopted the SQF System for food safety management and is under continuous USDA meat & poultry jurisdiction. All Kilcoy team members are responsible for food safety and quality requirements. Team members will be regularly informed, trained, and held accountable for managing food safety and regulatory expectations within their work areas. Team members should notify their department management about any food safety issues or concerns to be adequately addressed.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.