General Summary

Responsible for interfacing with Customers, Sales, Operations and multiple internal departments and external business partners to handle a variety of pre-sale, order fulfillment and post-sales service functions, with a focus on order fulfillment. Order Fulfillment includes order entry management and delivery management. This role will collaborate with many cross-functional team members and must have the ability to communicate effectively and in a timely manner, with a customer-centric focus. This role will serve as back-up to the Customer Service Representative in Mexico. Candidate must be able to read, speak, and write fluently in Spanish.

Principal Duties And Responsibilities

• Receives and processes both domestic and international orders in company-based ERP system.
• Determines product availability, pricing, and delivery methods, understanding special customer requirements; checks for accuracy and completeness, and communicates with customers regularly.
• Works with multiple departments such as Supply Chain, Planning, Quality, and the Warehousing teams to resolve any customer issues.
• Fields and owns Customer related product issues/Customer Service Requests (CSRs) by gathering the relevant information from the customer, assigning responsible parties for the specific issue the customer needs resolution for. Communicates actions to customer where appropriate.
• Develops and maintain cross-functional partnerships for all upstream and downstream teams to identify improvement opportunities and implement successful change.
• Updates customer specific data in company-based ERP System and other systems to ensure accuracy in customer information.
• Fields requests to appropriate teams or affiliate plants.
• AR tasks including daily customer invoicing, collection of past due invoices, assisting accounting in rectifying customer account as needed.
• Participating in and completing monthly trainings as required.
• Submitting Samples and Documentation requests on behalf of Sales as needed.
  
  

Knowledge, Skills & Abilities

• Bachelor’s Degree or 1-2 years equivalent experience preferred.
• Ability to read, write and speak English and Spanish fluently. Ability to speak Portguese is a benefit.
• Working knowledge of logistics and manufacturing processes.
• Possesses a working knowledge in Microsoft Office programs, SAP and Batch Master.
• Ability to perform conversion calculations with units of measure, money, and other basic math functions as needed.
• Excellent interpersonal skills.
• Communicates effectively with the ability to ask the pertinent question(s) to determine customer needs.
• Ability to work effectively within a team environment and collaborate on issues.
• Familiarity with delivery schedules, routing, incoterms and carriers preferred.
• Proven lean process improvement mindset.
• Ability to flex and adapt to change.
• Food industry knowledge a plus
  
  

Working Conditions

Working environment is generally favorable and in an office setting Lighting, temperature and noise levels are adequate. Generally sedentary work but may require standing and walking for up to 10% of work time. On-call work may be required.

Physical Demands

While performing the duties of this job, the employee is frequently required to talk, hear, use hands to finger, handle or touch objects, keyboard and occasionally lift up to 10 lbs. Occasionally required to stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include vision, depth perception and the ability to adjust focus.