Customer Service Representative

Customer Service Representative
A Customer Service Representative requires strong dedication to providing a high level of service to our customers. Partners with sales to manage customer relationships and expectations. This role is the primary contact for both internal and external customers, acting as the liaison to ensure strong communication amongst all stakeholders and helping to drive the company’s strategy forward as a valued added supplier.
Responsibilities/Duties
Serve as first point of contact for the customers when processing orders and requests
Collaborates with various internal teams such as Supply Chain and Sales to manage situations impacting the customer
Processes customer orders, complaints, returns, and invoices in a timely manner
Responds to customer requests for product information and samples
Manages customer complaints to ensure proper corrective actions are taken, documenting information appropriately
Manages ongoing contracts and request quotes or new contracts as needed
Verifies contract pricing in CRM is accurate to ensure correct invoicing
Resolves customer payment discrepancies
Obtains required approvals to issue customer credits as needed
Tracks shipments for customers and provides assistance in expediting
Problem solves to ensure customer is supplied through product shortages, production failures or truck shortages
Manages EDI orders such as order confirmations, shipment notices, COA and invoices that transmitted via EDI by customer
Works directly with the production planning & credit team to release orders to customers
Manages daily open order reports, blocked deliveries and billing block reports
Reconciles inventory on a monthly basis and runs reports for mid-year and year end audits
Ensures proper information is supplied on orders and customs documents for clearance of orders being exported from the US
Submits required forms to GSS to create, change, or correct master data as directed by the customer
Manages customer portals and does everything from recovering PO’s to reentering invoice data into the customer portal system.
Assesses and escalates any urgent issues to sales and management as appropriate
Provides training and mentoring for Customer Service Coordinators as needed
Requirements
Strong verbal and written communication skills
Ability to work in a fast paced team environment
Excellent computer skills
Detail oriented with a high level of accuracy
Ability to problem solve and provide solutions
Decision making capabilities in fast paced, ever changing environment
Organized and ability to multitask
Continuous improvement mindset
Ability to work on call on a rotating basis
Preferred Experience
Bachelor’s Degree, preferably in Business related field
5-7+ years of experience in customer service or related field

Tate & Lyle is an equal opportunity employer, committed to the strength of an inclusive workforce.