Customer Service Specialist - Gehl Foods

Position Overview

Reporting to the Customer Service Manager/Supervisor, the Customer Service Specialist’s primary responsibility is to serve as the liaison between Gehl Food & Beverage, Inc., and its customer base by supporting customer inquiries, complaints, and order processing as well as managing the movement of products/equipment/materials in accordance with organizational policy and in compliance with all relevant local, country, and international law and process. Additional responsibilities will involve monitoring, recording and analyzing activities, trends, and results relating to customer base, and some export activities, as well as providing project oversight and administrative support to the customer service and sales team.

Job Responsibilities

• Answer incoming customer inquiries and intake information to assist with order placement, refunds, or exchanges.
• Troubleshoots customer complaints and attempts to anticipate any customer issues in order to provide superior service to all internal and external customers.
• Makes recommendations to Customer Service Manager/Supervisor regarding trend information though data collection and repetitive observation in order to anticipate solutions and identify organizational opportunities to capitalize on market changes and adjustments.
• Research & resolve invoice deductions and claims - for applicable accounts not already assigned to finance
• Performs administrative support to Regional Sales Managers in the form of correspondence and report generation, data entry, credit deductions and collections.
• Maintains a robust working knowledge of all products, services, and guarantees to ensure ability to answer questions and troubleshoot problems as they arise during the course of customer and broker interactions.
• Responsible for maintaining positive broker and sales territory relationships to address their product needs to ensure appropriate inventory is available to meet sales requirements.
• Maintains assigned customer and broker records in order to generate reports to efficiently manage assigned workload and territories.
• Contributes to a team and collaborative environment by accomplishing related project or tasks as needed to assist with department workflow and output.
• Ensures invoicing of rendered services are completed accurately and in a timeframe consistent to meet customer demands.
• Demonstrates service excellence to maintaining solid relationships with Customers by effectively building a relationship of mutual trust and respect.
• Ensure that required competencies to carry out these job functions affecting product legality, safety and quality are met in accordance with the Quality Policy and the Global Food Safety Initiative (GFSI) standard.
• Ensure compliance with corporate/plant safety standards and with applicable regulatory requirements while following the company’s Good Manufacturing Practices.
• Develop/manage performance reports which serve to data for analysis of accounts and sales information to identify variances and reasons for unexpected performance and provide recommendations to cross functional Sales & Supply Chain teams. Analyzes includes but not limited to trending data sets, analyze sales results, monitor variances.
• Responsible for ongoing maintenance of Key Account websites/portals and/or order/shipment entry.
• Manage customer reports required daily/weekly. i.e.: inventory vs. orders by customer and order status reports automated from Ross, along with any additional reports required by sales.
• Responsible for ensuring all shipments are shipped on time and in full by maintaining focus on availability for all customer products including communications when released, on hold, etc. Follow-up with buyers to schedule carrier appointments timely.
• Other duties as assigned.

At this level some specialized functions may be required to be performed by the employee and will be assigned per business unit. Some of these functions are below:

• Responsible for the execution of export documentation requirements for shipments originating in the US to destinations globally which may include but not be limited to Letter of Credit shipments, commercial invoices, price conversions, product/material weights or volumes.
• Prepare and submit relevant administration/documents in a timely and accurate manner which may include but not be limited to shipping schedules, licenses, declarations, packing, routing, and transport and safety documentation.
• Responsible for ensuring all documentation meets export regulations and arranging for certification and legalization of documents with all applicable agencies to ensure the efficient, cost effective and lawful execution of all export activities.
• Responsible for communicating with export related authorities, carriers, customers, and suppliers in addition to maintain/share all knowledge of relevant export law procedures; tariffs and duties; licenses and restrictions with the Customer Service Manager.
• Maintain records of export functions, manage communication with various teams/groups to export transactions and administer and international transportation.
• Create and maintain export compliance procedures for internal reference.

Minimum Qualifications

• 3 years Customer Service Experience, ideally in a manufacturing environment
• 3 years related international export transaction/transportation/logistic processes
• Demonstrated proficiency using Microsoft Office Tools (Word, Outlook, Excel)
• Superior customer service skills. Exhibits patience and empathy to deal with customer questions and complaints
• Demonstrated critical thinking and ability to create solutions to complex situations where often only limited information or resources are available.
• A forward thinker who offers new, creative, and potentially unconventional thoughts, methods and opinions for solution generation and problem solving
• Demonstrated ability to balance short term goals and long-term strategic projects/priorities
• Superior customer service skills through exceptional written, oral, and interpersonal communication skills
• Strong organizational abilities, analytical skills, detail orientation and ability to multitask
• Ability to work a flexible schedule to support key business initiatives
• Strong team orientation with the ability to work with a cross section of knowledge, skills, and abilities
• Demonstrated ability to maintain composure under stressful conditions
• Demonstrated ability to work effectively with diverse populations by promoting and maintaining an inclusive work environment and culture that is respectful and accepting of diversity

Preferred Qualifications

• Bachelor’s Degree in Accounting, Business Management, or related field
• 1 year ERP experience (Ross strongly preferred)
• Certified Export Specialist (CES) certification preferred
• 3 years related international export transaction/transportation/logistic processes
• Proficiently multilingual in English and Spanish
• 1 years’ experience in a high-volume call center within the last 5 years
• Have the physical ability to occasionally lift/carry or push/pull up to 30 pounds, reach overhead, climb, squat/bend/kneel, frequently stand, walk/move about, and regularly sit