Customer Service Representative

Company Name:
ACH Food Company
Customer Service Representative
Posted:5/08/2014Apply for this Position
Department:Customer Service
City:Ankeny, IA
Job Purpose:
This position provides daily support to advanced Customer Service initiatives associated with high volume and key customer accounts. The position's principal functions focus on delivering customer satisfaction through measurable results in the areas of vendor managed inventory, on-time delivery of goods, high accuracy invoice match rates, and identification of performance exceptions. The position also is responsible for basic customer service to additionally assigned accounts. Individual must abide by current policies or seek management approval.
Primary Duties and Responsibilities:
Order Processing - Ensures accurate and timely execution of assigned customer's orders from initial receipt through eventual delivery. Communicates any order issues with customer and work to resolve them according to company policies and customer's requirements. Coordinates order related interactions with other functional areas including Sales, Marketing, Operations, Planning, Finance, and Supply Chain groups within the company, and external Broker/Business Partners. Ensures all contracts and orders are priced accurately. May be required to handle a higher level of assigned accounts.
Accounts Receivable - Manages assigned customer's AR accounts to ensure timely collection of payments for invoices, and successful resolution of any customer deductions from payments. Takes appropriate actions to resolve customer's AR disputes or questions. Performs collection activity where necessary to minimize the aging of open receivables, including disputed deduction claims. Maintains accurate records of all AR records for assigned customers.
Contract Management - Provides contract balances to Account Manager prior to expiration. The contract should provide the customer with accurate pricing, volume, period of time, product description and market information. Individual must manage contract balances and ensure all orders are priced prior to order entry.
TeleMarketing/TeleSales Management - Responsible to execute and support TeleMarketing/TeleSales efforts in coordination with Marketing and Sales as directed by management.
Return Management - Executes return process to the current policy. Assists the various departments to research and coordinate returns, withdrawals, and damage goods as business dictates.
Sales Support - Supports Sales efforts through providing Sales Management with a single point of contact for customer order information, product samples, and problem resolution. Communicates effectively with Sales Managers and Broker/Business Partners for assigned customers.
Team Support - Functions effectively within a Customer Service Team as assigned, includes providing coverage for absent co-workers, cross training on co-worker's assigned customers, and team process improvement activities. Works with other internal functional areas to coordinate and deliver superior service to our customers.
Process Improvement - Actively supports continual process improvement of our business processes through analyzing department workflow and recommending enhancements to management. Participates as assigned on special projects or project teams.
Key Accounts - Handles all customer service aspects for key customer accounts, including advanced initiatives to delivery results that exceed customer's expectations and requirements.
Reports - Performs customer specific reporting as assigned.
Record Keeping - Maintains records and files for assigned responsibilities.
Other tasks and duties as assigned.
Education / Experience / Skill / Competence Requirements:
Minimum: High School Diploma or equivalent work experience
Preferred: College Degree
Minimum 3yrs; SAP system knowledge is preferred
Superior Execution - completes work in an accurate and neat manner. Able to meet all standards of quality for the job. Maintains openness to new methods and procedures.
Communications - Communicates clearly, tactfully and succinctly in a variety of communication mediums, settings, and styles; listens and gets clarification; Responds well to questions; Edits work for spelling grammar; presents numerical data effectively.
Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Makes timely decisions.
Process Control and Improvement - Ensures department activity complies with company policies and guidelines developed by Sales and Financial management. Lead and participate in department initiatives to improve process design.
Problem Solving - Identify and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions and directs their implementation.
CRT skilled, Basic knowledge of MS Office applications: Word, Excel. Voicemail phone systems, fax, printers, etc.
Certification, Licenses, Registrations:
None Required.
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