Description:
Processes all retail customer orders accurately and efficiently and according to internal SOPs. Works with sales, logistics and operations team to resolve issues. Backfills for Club customer service responsibilities as needed.
The ideal candidate loves talking to people and proactively solving issues. You will be processing all retail customer orders accurately and efficiently and according to internal SOPs. Additionally, you will work with sales, logistics and operations team to resolve issues and backfill for Club customer service responsibilities as needed.
Role Metrics
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Order Accuracy
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Case Fill Rate
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Customer Satisfaction/Feedback
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Invoicing Accuracy
Requirements:
Processes all incoming retail customer orders per LTF guidelines
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Receives orders from customers via fax, email and EDI
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Inputs order details in ERP system
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Communicates all order revisions and late orders to both the planning and logistics teams
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Identifies potential late deliveries and or shortages and proactively informs the Broker (or Buyer) and Sales Team to ensure there are “no surprises”
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Keeps apprised of product details, including shelf life and temperature requirements and other potential regulatory requirements; notes any changes or revisions to product ingredients or packaging
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Generates sales invoices on the product delivery day and reviews them for accuracy
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Resolves issues as required
Works with sales team to initiate start-up of new retail customers
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Ensures all required paperwork is provided and establishes new retail customer in ERP system
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Develops understanding of product profile for each new customer to ensure accuracy of orders and deliveries, with the intent of building strong relationships
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Develops familiarity with process for creating UPC per product unit(s)
Handles incoming inquiries regarding products and shipments from brokers, buyers and sales
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Fields incoming calls, providing first-class customer service
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Obtains all required information and acts judiciously to represent LTF best interests in responses
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Catalogs issues to ensure documentation and backup
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Identifies patterns in complaints that need to be escalated
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Follows up as required to resolve issues and keeps customer service, sales team and logistics group informed of any escalated issues and their resolutions
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Works directly with Customer Logistic Manager on any freight/delivery issues and keeps Club, sales and broker informed
Develops understanding and capability to backfill for Club customer service responsibilities, including a general understanding of logistics planning, scheduling, and regulatory requirements including export.
Seeks ways to make improvements to internal processes, documentation and knowledge transfer
Performs other duties as assigned
Background Requirements
BA is preferred but not required. A minimum of 2-3 years’ experience in customer service or related experience in a manufacturing environment (preferably fresh food) is required. General understanding of consumer products goods industry is helpful. Must have demonstrated ability to provide top-notch customer service, with patience, empathy and ability to resolve and manage conflict. Must have great problem resolution skills, with the ability to diffuse conflict and drive successful resolution. Must have good analytical skills to trace root cause on issues and propose solutions. Must have great attention to detail and the ability to focus on numbers and patterns. Proven communication skills, including negotiation, with great listening and the ability to represent the best interest of La Terra Fina. Good written communication skills, including the utmost of professional and respectful presentation.
This description is not intended to be a complete list of duties or tasks, but instead is to provide a guideline of fundamental responsibilities, tasks and duties. La Terra Fina reserves the right to make edits and changes to this role description as business needs require and new tasks and duties may be periodically added or revised.
La Terra Fina is an equal opportunity employer.