Customer Service Representative

Puratos is an international group with a full range of innovative products and application expertise in the bakery, patisserie and chocolate sectors. Products and services are available in more than 100 countries around the world, and in many cases actually produced there by our subsidiaries. Clients are artisans, industry, retailers and food service.

To be a positive part of a fantastic customer-oriented service team, with the goal of supplying a first class customer experience while resolving any emerging issues that our clients might face with accuracy and efficiency. As a member of our customer service team you will be expected to delight our customers by: Helping our customers become more successful with their business by delivering. Customer Excellence. Building Trust and Team Spirit. Managing customer expectations and company capabilities. Continuously improving. Defining responsibility and accountability within the organization.

The Customer Service Representative is a member of the sales team with functional responsibility below: * Effectively manage 30 – 50 accounts (10 critical/strategic), proactively communicating with each via phone, email and scheduled in-person meetings. * Adhere to the Standard Operating Procedures for customer service processes including modes of order intake including phone, fax, email and EDI. Audit processes and department data. * Forecasting and Sales & Operations Planning * Order entry to invoicing and at-risk inventory management using SAP * Tracking, analysing and resolving customer issues * Working with Freight Companies on tracking orders, customer complaints, refunds, etc. * Complex logistics processing, both locally and nationally * Work with sales and operations teams to identify and implement best practices with regards to communications around, but not limited to; shortages, lead times, freight costs, etc. ensuring a positive experience and maximum customers satisfaction. * Backorder and Floor Stock Agreement management * Meet company expectations with regards to critical performance metrics including but not limited to on-time delivery, open orders, productivity, overtime and freight cost reductions. * Coordinate new project onboarding with appropriate sales leads * Update work order instructions and training collateral as needed * Customer analysis, recommendations and contract management * Participate in multiple team support projects * Any other tasks as instructed by management.

* High School Diploma/GED and some college or business training required * 5+ years of prior Customer Service experience preferred * 2+ years’ experience working knowledge of SAP required, preferably in Order Management (Sales and Distribution module) and Transportation * 2+ years transportation tendering or operations experience preferred * Food industry experience is preferred; can be Consumer Products, CPG and/or Pharmaceuticals experience as well * Proficient in Microsoft Suite tools including Outlook, Word, Excel, PowerPoint * Exceptional written & verbal communication skills * Proven team player, able to work collaboratively at all levels and build partnerships with cross-functional teams * Excellent organizational, planning, influencing, presentation and follow-up skills * Self-motivated and persuasive in presenting ideas and executing to a final result