Customer Service Representative

Solina USA, is a proud Solina Group company, specializing in the creation of customized seasonings and sauces. We take pride in our four strategically located production facilities across the United States which empower us to deliver high-quality, innovative flavor solutions efficiently to our customers. Our focus is on catering to Quick Service Restaurants, Fast casual, Casual dining, and food manufacturers, where our commitment lies in providing exceptional flavor solutions tailored to their unique needs. Solina USA has a proven national reputation of providing an exceptional customer experience by providing a high-quality product at a cost-competitive price point. We create dynamic relationships where our creativity can be visible through our customers culinary vision making “Food Matter.” 

SUMMARY OF POSITION 

Are you passionate about serving customers with excellence?  If you answered yes, the Customer Success Representative role could be the position you've been looking for.  When starting with this role, you will be in training for approximately 6-9 months.  You will learn the core requirements of serving our customer base and sales and then slowly start taking on accounts.  

ESSENTIAL FUNCTIONS 

This document in no way states or implies that these are the only duties to be performed by the employee occupying the position. 

• This role is accountable for guiding the life cycle of the order, from order entry into our system, until arrival with the customer. 

• Proactively partner with Supply Planning and Demand Planning on resolutions when shortages are known. Obtain options for customer’s shortages and present details related to root cause, along with options for recovery. 

• Collaborate with the transportation team obtaining on-going updates to provide the customer, sales, and broker (where applicable). 

• Handle the late/light order approval process for late order requests to process and ship under standard lead time. 

• Ensures all order management guidelines such as lead time, order minimums, order cut-off times, late order requests and changes are followed to minimize errors and maximize Supply Chain efficiency. 

• Assists in managing Customer Master Data to ensure customer records are accurate and order entry is not delayed. 

• Assists claims department on matters related to incorrect or rejected orders. 

• Develop strong and trusted relationships with customers through timely and accurate communications. 

• Manage a high volume of communication/requests, resolving issues in an accurate and timely manner. 

• Maintain and update documents related to customer accounts. 

• Conflict resolution: Learning the ability to defuse high pressure situations and remain solutions driven. 

• While working with the Training Manager, learning how to host calls with sales, various supply chain partners, and customers when issues/concerns arise. 

• Accountable for promoting increased order size, direct plant shipments and various other customer programs/initiatives. 

• Individuals will receive accounts slowly into the 6–9-month program.  

• Smaller and less complicated accounts will slowly be transitioned to individuals into their 6–9 month program. 

• Learn about the Customer Success MBO’s and start to embed in day-to-day work. 

• DPS – constantly look for opportunities to direct plant ship orders that are not defaulted. 

• Increase Truck Weight/Order size 

• Full Pallet Improvement – always reach out to customers to move order quantities to full pallet levels. 

• OTIF – avoid fines from customers by filling on time & in full 

REQUIRED SKILLS, EDUCATION, AND EXPERIENCE 

Any combination of education and experience providing the required skill and knowledge for successful job performance will be considered.  Typical qualifications would be: 

• High School Diploma or General Education Degree (GED) and 2+ years’ relevant experience, required. 

PREFERRED QUALIFICATIONS 

• Bachelor’s Degree, preferred. 

• Knowledge of Microsoft Office, Outlook, Excel, and PowerPoint. 

• Good ability to make decisions and problem-solving account management. 

• Good written and verbal communication skills. 

• Ability to accept constructive feedback. 

• Sound ability to manage conflict. 

• Must be able to multi-task with many competing day-to-day activities with competing priorities. 

• Flexibility to adapt to a varied work schedule. 

• Must be able to maintain a high level of confidentiality. 

• Ability to work well with others in fast paced, dynamic environment. 

• Ability to be respectful, approachable and team oriented while building strong working relationships and a positive work environment. 

SUPERVISORY RESPONSIBILITY 

NO 

TRAVEL REQUIREMENTS 

0-10%  

WORKING CONDITIONS 

Working conditions described here are representative of those experienced by an employee daily while performing this job's functions. 

• Typically sits for extended periods at a computer workstation. 

• May access and work in the manufacturing plant. 

• Required to travel. 

• May be required to work weekends to meet department and business demands. 

• Knows that safety shoes are recommended in the plant area.  

SPECIAL REQUIREMENTS 

Employment is contingent upon successfully passing an employee reference check, criminal background check, and drug screening. 

Solina is 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, or protected veteran status or a person’s relationship or association with a protected veteran, including spouses and other family members, and will not be discriminated against on the basis of disability. Equal Employment Opportunity Posters. If you have a disability and you believe you need reasonable accommodation to search for a job opening or to submit an online application, please call toll-free 1-800-461-9330.