Customer Service Representative

General Summary

Responsible for interfacing with Customers, Sales, Operations and multiple internal departments and external business partners to handle a variety of pre-sale, order fulfillment and post-sales service functions, with a focus on order fulfillment.  Order Fulfillment includes order entry management and delivery management.  This role will collaborate with many cross-functional team members and must have the ability to communicate effectively and in a timely manner, with a customer-centric focus.

Principal Duties And Responsibilities 

1. Receives and processes both domestic and international orders into SAP.
2. Determines product availability, pricing, and delivery methods, understanding special customer requirements; checks for accuracy and completeness, and communicates with customers regularly.
3. Processes orders into deliveries based on lead-times of product and routing information, working with the warehousing team and ensuring carriers are booked in a timely manner to meet delivery timeframes of domestic customers.   
4. Works with multiple departments such as Supply Chain, Planning, Quality, and the Warehousing teams to resolve any customer issues.
5. Fields and owns Customer related product issues/Customer Service Requests (CSRs) by gathering the relevant information from the customer, assigning responsible parties for the specific issue the customer needs resolution for.  Communicates actions to customer where appropriate.
6. Develops and maintain cross-functional partnerships for all upstream and downstream teams to identify improvement opportunities and implement successful change. 
7. Updates customer specific data in SAP and other systems to ensure accuracy in customer information.
8. Assists accounting in rectifying customer account problems as necessary.
9. Fields other requests to appropriate teams or affiliate plants.
10. Position is on site at the Mount Pleasant Location. 

Knowledge, Skills & Abilities

1. Bachelor’s Degree or 1-2 years equivalent experience preferred.
2. Ability to read, write and speak English fluently.  Additional language knowledge a benefit. 
3. Working knowledge of logistics and manufacturing processes.
4. Possesses a working knowledge in Microsoft Office programs and SAP.
5. Ability to perform conversion calculations with units of measure, money, and other basic math functions as needed.
6. Excellent interpersonal skills.
7. Communicates effectively with the ability to ask the pertinent question(s) to determine customer needs. 
8. Ability to work effectively within a team environment and collaborate on issues.
9. Familiarity with delivery schedules, routing, incoterms and carriers preferred.
10. Proven lean process improvement mindset.
11. Ability to flex and adapt to change.
12. Food industry knowledge a plus

Working Conditions

Working environment is generally favorable and in an office setting   Lighting, temperature and noise levels are adequate.  Generally sedentary work, but may require standing and walking for up to 10% of work time.  On-call work may be required. Position is on site at the Mount Pleasant, WI Location. 

Physical Demands

While performing the duties of this job, the employee is frequently required to talk, hear, use hands to finger, handle or touch objects, keyboard and occasionally lift up to 10 lbs.  Occasionally required to stoop, kneel, crouch, or crawl.  Specific vision abilities required by this job include vision, depth perception and the ability to adjust focus.