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Customer Service Representative

City & State: 

Chicago, IL, US, 60632

60632
Job Category:  Customer Support
60632

ARYZTA is a global baking company with a Passion for Good Food. We provide our retail and foodservice customers with a portfolio of bakery solutions so they can deliver memorable, delicious food to consumers. With operations in the United States, Canada, South America, Europe, Asia, Australia and New Zealand, ARYZTA has become a global leader in the baked goods industry and one of the largest specialty bakery companies in the world. Our leading bakery brands in North America include La Brea Bakery®, Otis Spunkmeyer®, and Oakrun Farm Bakery®. We have 58 state-of-the-art bakeries and kitchens around the globe, with 20 of those in North America, and are committed to driving innovation, predicting upcoming consumer trends and flavors, and exceeding our customers’ expectations. The Americas team champions the values of Integrity, Ownership, Customer Focus, Creativity and Care to help us deliver on People Safety, Food Safety, Quality and Collaboration.

 

 

Reporting to the Customer Support Team Manager, the Customer Service Representative is responsible for handling all aspects of order management for customers.  The ideal candidate will be customer focused and detail oriented.  In addition, an ability to manage multiple priorities while meeting deadlines in a fast-paced environment is key.  


Key Responsibilities

• Key contact to customer purchasing contacts.
• Manage the order process for distributors (order process entails receipt, entry, order confirmation and shipment verification of orders, including troubleshooting order/delivery issues).
• Effectively sell and inform customers of new items, holiday/seasonal deals and promotions.
• Work closely with transportation and warehousing to proactively address customer shortage, delivery issues and OS&D resolution (assist in obtaining customer appointments as needed).
• Work with product planning and distribution regarding inventory and transportation issues for a suitable resolution and communicate to customer.
• Interact with warehouse customer service contacts to facilitate order fulfillment.
• Work closely with accounts receivable to manage customer deductions in a timely manner resulting in resolution and permanent solutions to avoid additional deductions where applicable. 
• Establish and maintain strong working relationships with customers at store level. Invoice corrections on pricing and pick-up allowance. Effectively and promptly resolve customer complaints.
• Answer and respond to incoming calls and emails in a timely manner.
• Organize the workflow to meet customer and company deadlines and review bill to/ ship to information, delivery date, quantities, pricing, etc.
• Work with Channel Directors, Regional Sales Managers, and field sales to collaboratively address customer needs. Help ensure proper customer service is being delivered.
• Filing and maintaining customer files.
• Preparation and input of sample requests for customers and sales team.
• Research and coordinate product returns and quality issues.
• Promotions preparation in excel as needed
• Review and address daily KPI Reports.
• Some reporting functions as needed. Customer reports, sales reports, sku tracking, credits/returns. 
• Effectively handle customer escalations and identify root cause and section items to reduce and/or eliminate customer issues.
• Meet established KPI's
• Ad hoc projects as requested.
• Perform other related duties as assigned


Key Requirements  
• Education: High school diploma or general education degree (GED); or related experience and/or training; or equivalent combination of education and experience.
• Years of Experience: minimum 3 years customer service experience OR related experience in a customer interfacing function. Background in food/manufacturing desirable.
• Bilingual in English and Spanish (desirable)
• Computer/Software Skills: Microsoft Office and SAP knowledge

Highly motivated individual with the following:

• Effective written and verbal communication skills
• Team player who is also able to work independently with little supervision

 

 

 

 

ARYZTA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.