Customer Care Rep
Wayne Farms · Oakwood
PRIMARY FUNCTION: Primarily responsible for customer end- to- end order process, interacting externally and internally to coordinate orders. This is a hybrid role with a focus on customer account management with the sales team to coordinate orders, production, manage inventories and customer projects. This is a heavily cross functional role as the customer advocate ensuring total customer care.
RESPONSIBILITIES AND TASKS:
- Receive and process orders for both Wayne Farms and WFJV (i.e. order entry, order changes, product allocations, Returned Merchandise Authorizations (RMAs), samples, donations, distressed or damaged products, etc.) accurately and in a timely manner
- Build and maintain customer relationships, communicating information (i.e. sales, item forecasts, inventories, short range shortages, late/lost orders, etc.) effectively and efficiently providing excellent customer service
- Cross functional daily responsibilities with CIMT, Production planning, QA, Operations & Logistics to manage all aspects of the order management process.
- Coordinate daily load planning with Logistics to maximize customer fill rate and freight efficiency. Leverage customer relationships to resolve transportation issues, ensure on time delivery and mitigate freight costs
- EDI order maintenance, EDI/IT customer projects, IT system testing for projects/upgrades cross functionally with the IT team
- Broker management, new customer onboarding, customer A/R reconciliation, and system data mapping are additional responsibilities within this role
- Identify and communicate opportunities for process optimization to ensure continual process improvement
- Perform other duties as assigned
SUPERVISORY RESPONSIBILITIES:
- This is an Individual Contributor position with required competencies: Functional/Technical Skills, Action Oriented, Problem Solving, Learning on the Fly and Interpersonal Savvy
EDUCATION AND CERTIFICATIONS:
- High School diploma or equivalent
EXPERIENCE AND SKILLS:
- Minimum two (5) years’ relevant customer service and sales support experience; experience within the protein/ poultry environment preferred
- Strong customer focus with exceptional communication skills, both verbal and written, and the ability to interact with customers all levels of the organization in a timely and professional manner
- Proficient computer skills with knowledge of Microsoft Office suite (Excel, Word, Power Point)
- Ability to work in a fast paced environment using excellent organizational skills and precise attention to detail with the ability to problem solve effectively
- Must possess a strong customer-centric attitude, high energy level and a strong sense of urgency
SAFETY REQUIREMENTS:
- Follow departmental and company safety policies and programs
- Wear required protective equipment in all areas where required
PHYSICAL REQUIREMENTS:
- Frequently stationary for long periods of time utilizing office equipment and/or computers
- Occasionally lift up to 20 lbs