Job Summary:
Work cooperatively with the commercial team to grow existing customers. Responsible for order administration, processing, follow-up, contract review, problem resolution, and customer requests for multiple business units.
Essential Duties & Responsibilities:
Work with account managers, product managers, sales administrative staff as well as shipping, production and lab to resolve discrepancies/missing information.
Resolve routine customer issues and customer requests, communicate with account managers and customer service manager regarding any special situations.
Review production and shipping schedules to determine impact on customers expected deliveries.
Perform a variety of customer transactions such as; order entry, processing, follow-up, and contract review.
Work directly with the customer’s buyer.
Promptly answer incoming telephone calls in strict compliance with department supervisor's expectations; answers phone calls by the second ring, strive towards keeping phone service level at 95% with zero abandoned calls.
Accurately and efficiently process customer transactions such as orders, quotes, debits, credits or returns. Must be knowledgeable of customer pricing, order flow, product data and shipping procedures.
Provide accurate information regarding availability of in-stock items.
Run and monitor daily open order report. Communicate with planners and shipping personnel to ensure on time deliveries. Advise customers of delays if needed.
Monitor scheduled shipment dates and track order shipments directly with carriers to ensure timely delivery and expedite as needed.
Set up and maintain customer files.
Review customer contract details, ensure accuracy as applied to orders.
May assist pricing coordinator, customer service manager/supervisor and executive office, in data entry of pertinent information.
Process return authorizations.
Respond to Customer Complaints; investigate and gather all pertinent information and enter into Salesforce within 24 hours of receipt, assist in determining root cause and corrective actions. Follow up with Customer and Account Manager as needed.
Participate in ongoing benchmarking to assist in measuring customer service performance levels.
Advise Management regarding customer mergers and acquisitions and co-packer requests.
Constantly seek improved ways to service internal and external customers.
Keep work area neat and organized. Maintain good housekeeping practices.
Other duties as required.
Education & Experience:
Bachelor’s degree required. Science degree preferred.
3 years of customer service experience.
International experience preferred in customer service.
Skills & Abilities:
Strong communication skills, including ability to capture the detail of a situation and communicate accurately, professionally and completely, verbally and in writing.
Ability to multitask while maintaining high degrees of attention to detail, accuracy and poise under pressure.
Effective personal time management and organization skills imperative.
Intermediate proficiency in JDE and working in a Microsoft Office environment (Word, Excel, Power Point). Knowledge of Access database.
Competencies:
Execution/Results Driven
Develops Self & Others
Customer Focus
Collaboration
Know Your Business
Time Management
Professionalism
Accountability
Resourceful
Creative “Out of the Box” thinking
Composure and Resilience
Entrepreneurial (Creativity/Leading Change/Innovation)
Working Environment/Physical Demands:
Work is in a professional office environment.
Periodical exposure to laboratory and manufacturing plant conditions.
ABOUT SENSIENT COLORS:
Sensient Color Group is a leading developer, producer and supplier of natural and synthetic color systems for customers around the globe. The Company's high-performance products play a central role in the manufacture of foods and beverages, cosmetic and pharmaceutical colors and coatings, colors for agricultural uses, household cleaners and paper products. The Color Group is located in St. Louis, Missouri.
ABOUT SENSIENT TECHNOLOGIES CORPORATION:
Sensient Technologies Corporation is a leading global manufacturer and marketer of colors, flavors, and fragrances. Sensient employs advanced technologies at facilities around the world to develop specialty food and beverage systems, cosmetic and pharmaceutical systems, and other specialty and fine chemicals. The Company's customers include major international manufacturers representing most of the world's best-known brands. Sensient is headquartered in Milwaukee, Wisconsin.
