Customer Service Specialist 2 - Lyons Magnus LLC

Creativity, innovative thinking and the manufacturing of top-quality products have put Lyons Magnus in the forefront of the food industry. Lyons is involved in each phase of the food manufacturing process from the growing of the raw materials to the marketing of the finished products – and everything in between. Lyons produces more than 2,000 different items for the industrial ingredient and foodservice segments, designing products for some of the top restaurant chains in the country, as well as international accounts.

This huge undertaking could not be done without a diverse and talented staff. At Lyons, our people are the heart of our organization. Lyons is proud to cultivate a thriving work environment with employees who are satisfied and productive and engaged in creating the future – the company’s and their own.

We seek a highly motivated individual to join our customer operations team in a senior-level sales support role. The successful candidate will be an experienced Senior Customer Service/Sales support professional with a service mindset who is looking to take their career to the next level. We need someone who thrives in a fast-paced, collaborative environment and is comfortable co-leading account management in a manufacturing line of business with broadline distribution experience. The right person for this role will partner with Sales Account Executives to support sales objectives and provide world-class service to existing and prospective customers. As a team member in our customer operations department, the top candidate will actively contribute to the company’s long-term vision for success.

Salary: $60,000 -$80,000/ year

Schedule: Monday - Friday

Hours: 8:00 am - 5:00 pm

Essential Duties and Responsibilities

• Create superior customer service experiences at all points of the business cycle: product inquiry, pricing requests, order entry, order fulfillment, problem resolution.
• Understand the customers’ needs and communicate those needs effectively across multiple levels of the organization.
• Interact with sales team, providing support to company sales personnel, distributors, and manufacturing representatives.
• Oversee and provide personal attention to high-value accounts.
• Prioritize work independently and complete tasks with minimal supervision while also able to collaborate with other team members.
• Process orders accurately in a fast-paced environment.
• Understands freight methods.
• Interact daily with customers and colleagues via phone and email.
• Ability to navigate ERP and CRM systems.
• Primary point of contact to provide first class customer service to our customers.
• Enter orders, manage, or escalate any concerns, and ensure that appropriate changes were made to resolve issues.
• Problem Solver - Use creativity to design or explore options to deliver excellent customer support in an orderly, efficient, and timely manner.
• Collect prompt and accurate customer feedback to resolve issues in a timely, professional manner.
• Work with price lists and/or other department heads to determine charges for products requested.
• Resolve any billing issues by processing product returns and credits and working with Finance department where necessary.
• Partner with sales, marketing, commercialization, regulatory, supply chain, quality, business analytics and operations teams to ensure meeting and exceeding customers’ service expectations.
• Daily/weekly evaluations of production at multiple manufacturing facilities to support high levels of communication to customers, sales leads and multiple divisions within Lyons.
• Inventory/Production reporting to customers and sales leads.
• Support sales and business development initiatives to support the customer’s needs.
• Issues credits, sends order acknowledgments, and composes emails to customers and potential customers.
• Communicates with all individuals whose involvement impacts customer communications.
• Track shipment status of customer orders.

• Customer focus mentality to deliver excellent and consistent service.
• Independent decision-maker but successfully works as part of a team.
• Ability to work successfully with cross-functional team members to build trust and respect amongst peer groups and recognizes the importance of solid relationships to influence others to get things done in a timely fashion.
• Professional written and verbal communication with the ability to communicate clearly and concisely, both orally, in writing, via virtual platforms (i.e., Zoom and Microsoft Teams), and in person. Consistently uses communication skills to influence outcomes.
• Strong organizational and problem-solving skills.
• Ability to work in a fast-paced environment, handling multiple priorities at once with a positive attitude.
• Experience working with logistics teams.
• Customer service experience in manufacturing background preferred.
• Excellent time management – can balance multiple priorities and meet deadlines.
• Proficient in computer applications including Microsoft Office and CRM platforms preferably with Microsoft Dynamics AX and Salesforce.
• Confident presenting updates to leadership and cross-functional teams.
• Ability to travel occasionally to various Lyons manufacturing plants and customer meetings.

Education and/or Experience

• Bachelor’s degree in Business Administration, Project Management, Operations, or related field.
• 3+ years of Experience in Customer Service
• 2+ years of managerial experience (preferred)
• 3+ years of Experience in Foodservice distribution (preferred)

Additional Information

Our compensation program is designed to attract, motivate, and retain the very best people. Lyons Magnus offers a comprehensive benefits plan that include: Health, Dental Insurance, Life Insurance, Long Term Disability, Sec. 125, 401(k) plan, and more. If you meet these requirements and are eager to join a dynamic company poised for further growth, please respond with your cover letter, and salary requirements.

To learn more about Lyons Magnus, LLC its products and core values, visit www.lyonsmagnus.com or follow us on Instagram or Twitter.

Lyons Magnus is an Equal Opportunity Employer and with opportunities for advancement. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories.

*This organization participates in E-Verify.