Customer Service Representative

ABOUT SOLINA USA Solina USA is a proud member of the Solina Group, specializing in the creation of customized seasonings and sauces for quick service restaurants, fast casual, casual dining, and food manufacturers. SUMMARY OF POSITION Are you passionate about serving customers with excellence? If you answered yes, the Customer Success Representative role could be the position you've been looking for. When starting with this role, you will be in training for approximately 6‑9 months. You will learn the core requirements of serving our customer base and sales and then slowly start taking on accounts. ESSENTIAL FUNCTIONS This role is accountable for guiding the life cycle of the order, from order entry into our system until arrival with the customer. 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. Collaborate with the transportation team to obtain ongoing updates and provide the customer, sales, and broker (where applicable). Handle the late/light order approval process for late order requests to process and ship under standard lead time. Ensure 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. Assist in managing Customer Master Data to ensure customer records are accurate and order entry is not delayed. Assist the claims department on matters related to incorrect or rejected orders. Develop strong and trusted relationships with customers through timely and accurate communications. Manage a high volume of communication/requests, resolving issues accurately and timely. Maintain and update documents related to customer accounts. Conflict resolution: learn to defuse high‑pressure situations and remain solution‑driven. While working with the Training Manager, learn how to host calls with sales, various supply‑chain partners, and customers when issues/concerns arise. Accountable for promoting increased order size, direct plant shipments, and various other customer programs/initiatives. Learn about the Customer Success MBOs and start to embed in day‑to‑day work. DPS – constantly look for opportunities to direct plant ship orders that are not defaulted. Increase truck weight/order size. Full pallet improvement – always reach out to customers to move order quantities to full pallet levels. OTIF – avoid fines from customers by filling on time & in full. REQUIRED SKILLS, EDUCATION, AND EXPERIENCE High School Diploma or General Education Degree (GED) and 2+ years’ relevant experience. Bachelor’s Degree, preferred. Knowledge of Microsoft Office, Outlook, Excel, and PowerPoint. Good ability to make decisions and problem‑solving account management. Good written and verbal communication skills. Ability to accept constructive feedback. Sound ability to manage conflict. Must be able to multi‑task with many competing day‑to‑day activities and priorities. Flexibility to adapt to a varied work schedule. Must maintain a high level of confidentiality. Ability to work well with others in a fast‑paced, dynamic environment. Respectful, approachable, and team‑oriented while building strong working relationships and a positive work environment.

SUPERVISORY RESPONSIBILITY NO

TRAVEL REQUIREMENTS 0‑10%

WORKING CONDITIONS Typically sits for extended periods at a computer workstation. May access and work in the manufacturing plant. Required to travel. May be required to work weekends to meet department and business demands. Safety shoes are recommended in the plant area. SPECIAL REQUIREMENTS Employment is contingent upon successfully passing an employee reference check, criminal background check, and drug screening. EMPLOYMENT EQUAL OPPORTUNITY STATEMENT Solina is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status or a person’s relationship or association with a protected veteran, including spouses and other family members, and will not be discriminated against on the basis of disability. If you have a disability and you believe you need reasonable accommodation to search for a job opening or to submit an online application, please call toll‑free View phone number on click.appcast.io. We are open to talents of all backgrounds. #J-18808-Ljbffr US02 Solina USA Inc.