Customer Service Representative - TRI-K Industries

About TRI-K

Celebrating our 50th anniversary this year, TRI-K Industries, Inc. has been a leading provider of sustainable specialty ingredients since 1974. Our mission is to inspire consumer brands and enable their success by delivering differentiating technologies, prioritizing product efficacy and sustainability. Motivated by our core values of Empathy, Curiosity, and Excellence, our customers and partners get the attention, agility, and innovation they need to be successful in the marketplace. We specialize in proteins, including amino acids and natural peptides, modern preservatives, and multi-active, multi-functional ingredient solutions. Our in-house development team continually pioneers new materials, differentiating our customers’ brands. We strive to amplify consumers’ voices within our organization, ensuring we bring relevant offerings and innovations to the market.

Role Purpose

Process incoming customer orders/sample orders, prepare freight quotes, address inquiries, follow up on shipments and orders, follow up on prepayments and assist with problem resolution. Supports Sales, Accounting, and other departments in achieving superior customer satisfaction for maximum growth.

Position Reports to

Customer Experience Manager

Positions Reporting to this Position

none

Role Objectives

• Receives and processes sales orders and sample orders received by telephone or electronic services in an efficient and expedient manner
• Prepares, forwards, and retains order acknowledgements
• Enters and maintains customer information and “special pricing” database
• Route orders via customer’s preferred method, direct routing, indirect routing, portal entry etc.
• Invoice shipments and send shipping documents to the customer in a timely manner.
• Process credit card payments
• Responds to general inquiries from management, customers, and sales representatives related to orders, products, literature, shipping and delivery, pricing, availability, packaging, and ETA’s
• Works closely with sales representatives to be proactive in meeting customer needs and keeping them informed of all activities associated with their accounts
• Collaborates closely with Supply Chain, Manufacturing and Accounting to ensure seamless execution of on time order fulfillment
• Adheres to departmental service level agreements and responds to customers within 24 hours
• Recommends additional sales to meet minimum orders or identifies opportunities to offer alternate sizes when applicable.
• Proactively monitors and keeps customers and sales advised of shipment dates, production schedules, delivery dates
• Assists shipping with efforts to maintain quality service by maintaining updated shipping and packaging requirements
• Prepares and runs KPI reports and performs special projects as requested
• Supports team members and serves as back up to absorb workload of other team members when they are out
• Researches and responds to customer complaints in accordance with our CAPA policy and procedures.
• Assists in quarterly and annual audits
• Writes and maintains SOP’s pertaining to specific job duties

Requirements:

To perform the job successfully, an individual should demonstrate the following competencies:

• Demonstrates attention to detail
• Identifies and resolves problems in a timely manner
• Maintains confidentiality
• Writes clearly and informatively
• Understands business implications of decisions
• Completes tasks correctly and on time
• Shows adaptability by changing approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Shows judgment and planning ability by using time efficiently
• Reacts well under pressure
• Demonstrates accuracy and thoroughness
• Maintains a pleasant, professional demeanor when dealing with customers

Qualifications:

• High School Diploma or equivalent; Associate’s Degree preferred
• Two years related experience or relevant training
• Bilingual in Spanish and English a plus
• Ability to calculate figures and amounts such as discounts, interest, commissions, percentages.
• Microsoft Office (Excel, Work, Power Point, and Teams) and working knowledge of Navision, SAP or equivalent MRP systems a plus.

We offer a competitive compensation package including:

• Medical

• Dental

• 401 (K)

• Vision

• Paid Time Off

• Life Insurance

• In addition to other programs and plans

TRI-K Industries is an equal opportunity employer and we celebrate and value diversity in our workforce. Hiring decisions are based on qualifications, merit, and business needs.