CS/Sales Support Technician

Sales Support Technician

You may know us for our delicious cheesecakesand for being recognized by Fortune Magazine as one of the "100 Best Companies to Work For" since 2014! What you may not know is at The Cheesecake Factory Bakery, our staff members are our highest quality ingredient.

As the Sales Support Technician, reporting to the Manager of FPA, you will be responsible for the daily processing of customer orders, credits and invoices, including specific requirements related to international customers. In addition, this position will perform duties associated with EDI, including processing and issue resolution.

You'll thrive in this position if you are:

• Adaptable: you're at ease in a fast-paced environment, and you're able to stay nimble and change direction when priorities shift.
• Driven by Results: you're conscientious and persistent about delivering timely, high quality deliverables. You are never satisfied with your latest accomplishment and are always focused on hitting your next goal.
• Exhaustively Meticulous: you have an unrelenting attention to detail, leaving nothing to chance while understanding what deserves your immediate attention and what can wait.
• Service Oriented: you're a people person who is systematic and trustworthy, interacting constructively with peers or teams of various levels while demonstrating strong, positive communication skills.

Responsibilities include:

• Enter and revise daily orders (customer, sample, employee) via email and/or fax into Enterprise Resource Planning (Ross) system to generate sales orders for processing.
• Process orders through Electronic Data Interchange (EDI) and work exceptions and issues, as needed. Aid in Electronic Data Interchange (EDI) system set-up.
• Invoice all shipped products, including freight charges as applicable.
• Monitor customer/order minimum requirements and customer-specific pricing and generate exception-based communication to customers to resolve order issues.
• Monitor customer's questions and complaints and act as a liaison between customer, shipping, production and sales departments.
• Generate credit requests for shorted, damaged, or returned products and enter credit notes into Enterprise Resource Planning (ROSS) system.
• Create documentation for international shipments (Commercial Invoice (CI), Shipper's Letter of Instruction (SLI), and coordinate with other departments to obtain and track other required documentation for international shipments.
• Maintain a variety of files, reports and schedules related to delivery, pricing and service.
• Discuss regularly with Sales Department to discuss problems/needs regarding bakery products and procedures.
• Record new procedure information for international customers.
• Provide coverage for the other Sales Support team members, when necessary.
• Meeting department's KPI goals and help facilitating achieving them among the team.

Qualifications include:

• Minimum 3+ years of experience in a Customer Operation department, or related position.
• Strong team player with positive attitude, collaborative, helpful with a professional demeanor.
• Ability to multi-task in a solution oriented and fast-paced environment.
• Ability and willingness to work extended hours and weekends on an exceptional basis.
• Organized and detail oriented.
• Excellent verbal and written communication skills.

What we prefer:

• Knowledge of international shipment requirements.
• Knowledge of Electronic Data Interchange (EDI) transactions and issue resolution is preferred.
• Working knowledge of ERP system is preferred.
• Bachelor's Degree in a Business-related field.

Benefits include:

• Vacation and sick time
• Medical, Dental & Vision
• 401K with company match
• 25%-35% discount when dining as a guest
• Discounted cheesecake purchase program
• Annual stipend for dining in our restaurants

The Cheesecake Factory Bakery creates over 35,000 delicious cheesecakes per day across our two facilities in Calabasas, CA and Rocky Mount, NC plus other baked products for our restaurants, international licensees, and third-party bakery customers.

The Cheesecake Factory Bakery is a subsidiary of The Cheesecake Factory Incorporated. Recognized as a Fortune 100 Best Companies to Work For since 2014, The Cheesecake Factory Incorporated is a global $3.8 billion public company with more than 370 casual dining restaurants and over 48,000 staff members.

We are an equal opportunity employer. We are committed to creating an inclusive and welcoming workplace for all. We welcome applicants from a wide variety of identities, ideas, perspectives, backgrounds and experiences to apply. The Cheesecake Factory offers reasonable accommodation to job applicants with disabilities.