Customer Account Specialist

Petaluma 109 Kentucky Street Petaluma, CA 94952, USA At Amy’s Kitchen, we're more than just a food company—we're a family‑owned, proudly independent organic, and vegetarian food company on a mission. As a Certified B Corporation®, our purpose is clear: to make it simple and enjoyable for everyone to eat well. We're committed to crafting authentic, mouthwatering dishes using only the finest organic ingredients sourced with care. From farm to table, we ensure top‑notch quality in every bite, making healthy eating accessible and convenient for all. At Amy’s, we're not just serving meals; we're serving up a taste of goodness, one delicious dish at a time. Perks are as delicious as our meals! Comprehensive health plans with Medical, Eye & Dental coverage, including virtual physical therapy options. Lyra mental health support to nourish your well‑being. 401(k) Retirement Plan with employer match, plus Health Savings and Flexible Spending Accounts to plan for the future. Referral Rewards and Scholarship Program to celebrate and invest in our teams. Tuition Reimbursement Program to fuel your educational pursuits. Family‑forming benefits because we support every stage of life's journey. Paid Time Off for vacations and sick days, with 9 paid US Holidays annually to savor those special moments. Amy's product discount reimbursement to keep your pantry stocked, plus remote gym discounts to keep you moving and grooving! Join us and indulge in a career where the benefits are as fulfilling as our food! Bay area California compensation range: $23.20-32.20 *other locations may be subject to a lower range. SUMMARY Supporting our values, and in particular taking care of each other, Amy’s puts the customer first in everything we do, being empathetic, responsive and proactive in the needs of the customer. In collaboration with the other Supply Chain functions, as well as Sales, the Customer Account Specialist (CAS) plays an essential role in supporting the customer‑centric focus of the organization and helping Amy’s achieve its targeted fill rates. More specifically, this position is responsible for the account management process from receiving customer correspondence, promptly and accurately processing orders, researching and processing claims. The CAS role is responsible for ensuring customer satisfaction by researching and resolving customer inquiries and concerns. The position is also responsible for accurate and timely invoicing of orders and coordinating a variety of activities on behalf of our customers. The CAS interacts with customers, third party logistics providers, sales, inventory control, IT, A/R and others to ensure customer requirements are met according to department and company objectives. The CAS provides analytical support to the customer and their Channel Lead such as inventory replenishment recommendations, customer ordering trends and exceptions. The CAS is highly knowledgeable of department ERP and EDI processes, and proactive at solving daily order management issues. ESSENTIAL DUTIES AND RESPONSIBILITIES Perform order‑entry functions, ensuring that all orders received are processed promptly and accurately. Work with daily deadlines to prioritize customer‑shipping documents, rush orders etc. Responsible for the account management process from order through claims including researching and processing requests for returns and adjustments and filing appropriate freight claims. Manage orders through customer web portals and report exceptions for customer accounts to the supervisor. Identify and communicate customer requirements. Assist new customers in transition to EDI order placement. Works with EDI Support Team on technical requirements, issues and problems. Receive and research customer service questions; contact various support departments and coordinate issue resolution. Resolve customer enquiries promptly and professionally. Identify root causes and follow through to resolution acceptable to customer and Amy’s Kitchen. Obtain and share information to customers and team members regarding delivery schedules, carriers, product availability, etc. Identify opportunities to improve customer service. Manage and process claims and returns, including any product withdrawal or recall requirements as assigned. Work towards customer satisfaction within company and department guidelines. Implements and provides recommended improvements to processes as assigned. Support to international customers as needed with required shipping and customs clearance documents Analyze and report customer data such as inventory replenishment, and customer order trends. It is the responsibility of all employees to uphold the mission of the Amy’s Food Safety and Quality Policy. This includes following all Food Safety and Sustainability programs and participating in all required training. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION Associates degree (A. A.), or equivalent experience and education. EXPERIENCE Three or more years of related customer service experience, preferably for a manufacturing organization. Experience with EDI transactions in a business environment. SKILLS Requires excellent verbal and written communication skills, attention to detail, ability to prioritize and manage multiple activities in a calm, friendly manner, flexibility and ability to work in a fast‑paced, collaborative environment. Excellent data entry and computer skills (Word, Excel, e‑mail, Internet, Customer web portals). Able to utilize use ERP system at a high level. Strong analytical skills Customer focused. Empathetic, responsive and proactive in responding to the customer’s needs. LANGUAGE SKILLS Ability to read, analyze, and interpret customer emails and questions; customer; required documents. Ability to respond to common customer inquiries or complaints. Ability to articulate, train, and introduce a small group of team members to new procedures. MATHEMATICAL SKILLS Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. REASONING ABILITY Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to understand and implement solutions for customer issue resolutions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. CERTIFICATES, LICENSES, REGISTRATIONS None PHYSICAL DEMANDS 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee must occasionally lift and/or move up to 10 pounds. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr