Job description

This is a remote opportunity, working from a home office.
Hours are Monday-Friday from 8am-4:30pm EST.

Who We Are
With over 13,000 employees at over 43 facilities across US & Europe, Hearthside Food Solutions is one of the fastest growing food companies and the industry’s largest contract manufacturer. Our secret to success? Our people. We know an investment in our people is an investment in our company. We strive to understand our team members and support them however we can. By empowering employees through skill development and career advancement opportunities, we emphasize a culture of continuous improvement – both for the business and our people.

We want team members who prioritize employee safety and product quality above all else. When we focus on our people and safety, it ensures we all are driving better performance as well as on- time delivery and quality products to our customers!

What We Want to Give to You
We offer a competitive wage and wide array of benefits including: • health/dental/vision insurance • flex spending accounts • short & long-term disability • paid holidays and vacation • bonuses opportunities

Job Summary:
Exceptionally manage customer expectations regarding service and order fulfillment. The Customer Experience Operations Coordinator is responsible for product orders from a variety of our dedicated customers and ensuring safe and reliable deliveries of our products. This position calls for accuracy and attention to detail. We strive to ensure the perfect order - right product, right quantities, delivered on-time.

Responsibilities:

• Communicate with customers, plants, third party warehouses, sales, transportation, and supply chain via telephone and email.
• Provide knowledgeable insights about products and availability to current and future customers.
• Manage the order to cash process.
• Accountable to ensure data accuracy with little to no error (99.9% accuracy rating, correct dates, ship from and ship to warehouses, carriers, quantities and pricing).
• Work with internal departments to meet customer’s needs.
• Respond to order status inquiries and incoming calls, e-mails from customers across US & Canada in a timely manner.
• Input Customer Complaints on product quality and service issues. Follow up to ensure the matter was resolved and assist with product returns and credits when necessary.
• Manage Purchase Order for our Direct Ship products. Work directly with our vendors in the order fulfillment.
• Maintain spreadsheets with certain product inventories vs open orders using Excel.
• Manage the documentation for Artwork Router and Price Action changes.
• Maintain X-Reference product tables.
• Update EZMail for all Customers to assure Order Acknowledgments, Invoices and ASN’s are sent to the correct parties.
• Contribute to team effort by ensuring supporting all aspects of the overall department goals and objectives.
• Documenting/Recording Information - Entering, transcribing, recording, storing, or maintaining information in written or electronic form.
• As a part of the Short Term Incentive Plan (STIP) and continuous improvement, develop objectives and goal settings - establishing strategies and actions to achieve them.
• Ensure that company policies are adhered to by internal and external customers, i.e. lead time policy, minimum order policy.
• Provide knowledgeable answers to questions about product and availability.
• Other assigned tasks. reporting, special projects, six sigma projects.

Qualifications:

• 5 or more years of customer service experience
• Must have customer service experience in manufacturing, transportation, logistics, inventory control, distribution or supply chain.
• EDI and order processing experience required.
• Bachelor’s Degree preferred.
• Customer focused with the ability to maintain professionalism in a high-pressure environment.
• Strong communication skills, both written and verbal.
• Strong interpersonal skills: Must be able to establish and maintain a positive rapport with internal and external customers.
• Strong organizational skills: Ability to multi-task while maintaining accuracy and attention to detail.
• Strong computer skills: Working knowledge of Microsoft Outlook, Excel and PowerPoint.
• Experience with SAP or a similar system required.
• Bilingual in English/Spanish a plus.
• Knowledge of export documentation, rules/regulations an asset.

Equal Opportunity Employer. If you need assistance applying, please contact Human Resources.

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