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Customer Service Rep

Company: Tate & Lyle
Location: Decatur
Posted on: January 13, 2022

Job Description:

Customer Service Representative Job DescriptionJob Title: Customer Service RepresentativeBusiness Unit/Function Customer ServiceLocation Decatur, IL Band BReporting StructureReports to (Title) Customer Service ManagerDirect Reports NoneKey Relationships This role is a bridge between transportation procurement and our commercial groups.About UsTate & Lyle is a global provider of ingredients and solutions to the food, beverage and other industries, operating from more than 30 locations around the world. Through large scale, efficient manufacturing plants, Tate & Lyle turns raw materials into distinctive, high quality ingredients. These ingredients and solutions add taste, texture, nutrition and increased functionality to products that millions of people around the world use or consume every day. We are the secret ingredient to Make Food Extraordinary in some of the world's best loved brands. Could you be ours?Role Purpose 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.Main AccountabilitiesUnderstanding customer needs - Close and proactive relationship with customers to understand current and future needs. Process in place to quickly identify and resolve issues. Serve as first point of contact for the customers when processing orders and requestsProcesses customer complaints, returns, and invoices in a timely mannerResponds to customer requests for product information and samplesManages customer complaints to ensure proper corrective actions are taken, documenting information appropriatelyCross-functional working - Customer facing functions working together, with great awareness of customer touch points and clear hand-offs. Communication and escalation process established to cascade wins and issues throughout customer facing teams.Provides training and mentoring for Customer Service Coordinators as neededEasy to navigate - Customers have clear points of contact and know how to navigate our organisationManages customer portals and does everything from recovering PO's to reentering invoice data into the customer portal system. Internal Customer collaboration - Use global scale, standards and expertise to suit local regional market and customer needs. Share customer intelligence throughout our organisation, across functions and regions to ensure consistent delivery and improve quality of service.Collaborates with various internal teams such as Supply Chain and Sales to manage situations impacting the customerAssesses and escalates any urgent issues to sales and management as appropriateCustomer collaboration - Ability to bring internal capabilities from across the globe to our customersObtains required approvals to issue customer credits as neededTracks shipments for customers and provides assistance in expeditingDifferentiated service - Set and deliver differentiated SLAs by customer segmentManages consignment process for approved customers, questioning any discrepancies in inventoryCustomer management - Use data and information on end-to-end customer service to drive performance and target areas for improvementManages EDI orders such as order confirmations, shipment notices, COA and invoices that transmitted via EDI by customer Resolves customer payment discrepanciesContract and document management - Contracts managed consistently for all customers. Documents centrally maintained for easy access.Manages ongoing contracts and request quotes or new contracts as neededVerifies contract pricing in CRM is accurate to ensure correct invoicingManages daily open order reports, blocked deliveries and billing block reportsReconciles 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 USSubmits required forms to GSS to create, change, or correct master data as directed by the customerContingency Planning- Ability to offer customers alternative options for risk managementProblem solves to ensure customer is supplied through product shortages, production failures or truck shortagesTailored customer interactionsMaking connections and interacting with customers using a channel/format that is convenient for themSharing what we know with customers (Science Education Opportunity)Order management and support provided by local teams close to the customerObtains required approvals to issue customer credits as neededFES Duty of Care:Food SafetyCarry out responsibilities/duties according to food safety, legal and quality requirements so as to ensure that our products are fit for human consumption.EnvironmentComply with all environmental standards, procedures and work instructions at all times.Report any environmental violations or near misses in order to prevent any impact upon the local environment, its inhabitants and Tate & Lyle.Health & SafetyAdhere to the safety policies, procedures and site rules.Fully participate in the safety programme, including reporting any incidents or near misses and auditing.Performance Measures This section defines the key metrics that the role is measured on and should include:Timeliness of completion of freight rate requests within 48 hours of request.Accuracy - All quotes need to be accurate.All current contracts need to be current and up to date in the systemRates documented into TMS accurately.Key ChallengesManaging positive relationships with key shareholders including commercial teams and carriers.Legislative Requirements).A duty to take care of your own health and safety and that of others who may be affected by your actions at work. Fully co-operate to help everyone meet their legal safety requirements.Adhere to all defined local environmental laws, regulations and permit requirements.Adhere to all defined local food safety laws, regulations and requirements.COMPETENCIES, SKILLS, KNOWLEDGE, EXPERIENCE AND QUALIFICATIONS COMPETENCIESSafetyRespectIntegrityAccountabilityAchievementTeamworkSpeedCreativityQUALIFICATIONSBachelor's Degree, preferably in Business related field5-7+ years of experience in customer service or related fieldSAP or strong analytical experienceMust be self-motivated with the ability to work alone or with limited supervisionAbility to take initiative to identify and initiate improvements across various processes and systemsAbility to organize and present information to wide variety of peopleExcellent skills in organization, prioritizing and managing timeStrong attention to detail with a high level of accuracySKILLS / KNOWLEDGEEssential & Desirable ExpertiseStrong verbal and written communication skillsAbility to work in a fast paced team environmentExcellent computer skillsDetail oriented with a high level of accuracyAbility to problem solve and provide solutionsDecision making capabilities in fast paced, ever changing environmentOrganized and ability to multitaskContinuous improvement mindsetAbility to work on call on a rotating basisCalifornia Consumer Privacy Act ("CCPA")The Company is committed to complying with the California Consumer Privacy Act ("CCPA") and all data privacy and laws in the jurisdictions in which it recruits and hires employees. We collect the following categories of personal information for the purpose of hiring the best qualified applicants and to comply with applicable employment laws: Name and contact information; Job preference and work availability; Social Security Number and/or other identification information; Education and qualifications; Employment history and experience; Military service; Reference and background check information, including relevant criminal history and credit history; Social media information; Pre-employment test results; Post-offer medical examination information and results, including drug test results; Voluntary self-disclosure information regarding minority, veteran, and disability status; and Information provided by you during the hiring process.Tate & Lyle is an equal opportunity employer, committed to the strength of an inclusive workforce.

Keywords: Tate & Lyle, Decatur , Customer Service Rep, Other , Decatur, Illinois

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