Client Service Coordinator

Client Services Coordinator

Reports to: Director of Client Services

Location: Delray Beach, FL

Schedule: Full-Time | Onsite | Exempt

Pero Family Farms is a market share leader with over a century of dedication, commitment, and integrity. Operating since 1908, Pero is the farm trusted by retailers and consumers alike. We are a fully integrated farming operation, with departments that specialize in organic farming, logistics, global supply chain management, national sales operations, food processing operations, and strategic marketing functions. Our operation includes over 35,000 acres spanning across the East Coast of the United States from Florida to New York, with distribution and production facilities in several different states. We pride ourselves in maintaining a strong family heritage and tradition that has been dedicated to quality, innovation, and excellent customer service that has been feeding America's families for over a century. Our family's passion for farming remains unwavering, with a vision to continue the tradition for many generations to come, whilst maintaining the reverence and trust it has established with the American consumer. As we expand our offering to include an assortment of organic vegetable options; we have become one of the largest organic vegetable growers in the country and we are looking to grow our workforce family. Join us in continuing and strengthening our position as a market share leader dedicated and trusted by retailers and consumers alike.

The Client Services Coordinator is responsible and accountable for the necessary functions requested to provide support to the Client Services team while learning and developing an understanding of all products, services, and processes within the organization. This includes sole responsibility for data entry and coordinating necessary communication to ensure all orders are followed through from placement of order, shipment, troubleshooting, and invoicing. Interaction is needed with diverse departments within the Pero organization and clients, while learning the proper channels to communicate the needs of the sales team is important to understand and practice. The Client Services Coordinator is responsible for monitoring operation activities and order processing.

Primary Responsibilities

• Order Management
• Receive and process client orders accurately and efficiently.
• Coordinate with internal teams to ensure timely delivery of orders.
• Address any issues or concerns related to orders, such as delays or quality issues.
• Maintain accurate records of client interactions, service requests, and resolutions using designated software systems.
• Support your team so that they can promptly respond to client requests, providing accurate information and addressing concerns effectively.
• Ability to access coolers and be exposed to cold temperatures to preview product and pack samples as necessary.

• Trend Analysis and Forecasting
• Learn to review reports and analyze data to track client satisfaction levels, service metrics, and identify areas of improvement.
• Proactively communicate trends and forecasting insights to Managers to facilitate strategic decision-making and ensure alignment with the client's needs.

• Communication and Coordination
• Collaborate with cross-functional teams such as sales, operations, and finance to coordinate resources, schedule appointments, and resolve any service-related issues.
• Help support your Client Services team to better build and maintain strong relationships with clients, understanding their unique requirements and preferences to deliver personalized service.
• Frequent collaboration with Client Service Assistant Managers, Client Service Managers, Regional Sales team, and other internal departments.

• Problem Solving
• Proactively identify and address potential issues or challenges that may impact client satisfaction.
• Implement corrective actions to prevent recurring issues and improve overall client experience.

• Additional Administrative Tasks
• Assist and train other support service staff and sales representatives to ensure all sales processes are complete and customers' needs are met.
• Proactively answer phones and emails.
• Assist with trouble reports and placement of rejected products.
• Act as a liaison to Directors, Managers, and Coordinators during company trips, client visits, meetings, etc.
• Assist with additional tasks and projects as assigned.

Education and Experience

• Bachelor's degree in business administration, supply chain management, or a related field.
• 3+ years of proven experience in client services, customer relations, or account management, preferably in the food manufacturing industry.
• Strong communication (written and verbal) and interpersonal skills, with the ability to build rapport and collaborate with internal and external teams.
• Excellent organizational and multitasking abilities, with a keen attention to detail in a fast-paced environment.
• Proficiency in project management tools and CRM software, as well as Microsoft Office suite.

Working Conditions

• Most work is performed in a standard office environment, typically at a desk with a computer and phone.
• Fast-paced environment with numerous clients demands and internal coordination.
• Frequent access to refrigerated cooler areas with exposure to cold temperatures.
• Must comply with GMP requirements, including use of required PPE and adherence to sanitation and food safety protocols when entering controlled production environments.

Physical Requirements

• Sitting for long periods while using a computer and phone.
• Light lifting; handling files, office supplies, or marketing materials (usually under 20 pounds).
• Lift and handle cases of raw product (10-40lbs or more) when packing samples.
• Regular use of computers, phones, and other devices; may involve extended screen time.

Company Benefits/Perks

• 401(k)
• Health, Dental, Vision Insurance and more
• Paid Time Off (PTO)

The company (Pero) reserves the right to alter, amend, expand or contract these duties and responsibilities as the company's needs evolve.