Customer Service Specialist
Aspire Bakeries is a North American baking company with a leadership position in specialty frozen baked goods. Formed from leading bakery companies, its innovative food portfolio includes breads, artisan breads, buns, cookies, donuts, muffins and pastries from beloved brands like La Brea Bakery(r), Otis Spunkmeyer(r), and Oakrun Farm Bakery(r).
With 14 bakeries in North America, we are committed to driving innovation, predicting upcoming consumer trends and flavors, and exceeding our customers' expectations.
Aspire Bakeries 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 Service Manager / Director. The Customer Service Specialist is responsible for handling all aspects of order management for distributor customers.
The ideal candidate has a significant role in partnering with and ensuring long-term success with their portfolio of assigned customers.
This position will also connect with key internal stakeholders to deliver an exceptional customer experience on behalf of the company.
The qualified candidate has exceptional interpersonal follow-through and analytical skills. In addition, the ability to manage multiple priorities while meeting deadlines in a fast-paced environment.
Accountabilities :
- Ensure our mission of providing world-class customer service to assigned customers is met based on our Customer Centric Strategy.
- Manage the order process for distributors (order process entails receipt, entry, order confirmation, and shipment verification of orders, including troubleshooting order / delivery issues).
- Passionately build and maintain strong, long-lasting customer relationships internal and external
- Work closely with transportation and warehousing to proactively address customer shortages, delivery issues, and OS&D resolution (assist in obtaining customer appointments as needed).
- Work with planning and distribution regarding inventory and transportation issues for a suitable resolution and communicate with customers.
- 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.
Invoice corrections on pricing and pick-up allowance.
- Work with Channel Directors, Regional Sales Managers, and field sales to collaboratively address customer needs.
- Effectively handle customer escalations and identify the root causes and section items to reduce and / or eliminate customer issues.
- Key contact to distributor purchasing contacts.
- Ensure timely and successful delivery of solutions according to customer needs and objectives.
- Identify and grow opportunities with a portfolio of assigned customers to facilitate sales growth.
- Follow best practices related to customer service skills, order management, and software.
- Communicate clearly the progress of initiatives on an ongoing basis with management.
- Filing and maintaining customer files.
- Research and coordinate product returns and quality issues.
- Review, address, and meet established daily KPI reports.
- Answer and respond to incoming calls and emails in a timely manner.
- Ad hoc projects as requested.
Qualifications :
- A high school diploma or GED is required. College degree preferred or equivalent coursework or work experience is preferred.
- A minimum of 3-5 years of customer service experience OR related experience in a customer interfacing function
- Experience in delivering client-focused solutions based on customer needs and requirements
- Possess exceptional written and oral communication skills
- Knowledge of manufacturing supply chain and inventory management principles.
- Experience in the food and / or manufacturing environment preferred.
- Proficient in Word, Excel, PowerPoint & SAP.
Hourly Range : $19.00 - $23.00
$19.00 - $23.00
Aspire Bakeries LLC values the contribution each Team Member brings to our organization. The final determination of a successful candidate's starting pay will vary based on a number of factors, including, but not limited to location, shift, education, skill, and experience within the job or the industry.
The pay scale listed for this position is generally for candidates that meet the specified qualifications and requirements listed In this specific job description.
Additional pay may be determined for those candidates that exceed these specified qualifications and requirements. We provide a competitive compensation package that recognizes your experience, credentials, and education alongside a robust benefits program to meet your needs.
For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreements.
Aspire Bakeries 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.
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