Customer Service Representative

Job Summary

Ensures customer satisfaction and retention throughout the entire customer order life cycle journey. Serves as the primary point of contact for customer inquiries and safeguard customer-related information and sales orders. Responsible for ensuring orders are processed promptly, meet our lead time parameters, and balance the needs of the business and the customer. Produces daily and weekly reports communicating pricing issues, shortages, and product allocations to our customers, brokers, and sales network.

Key Responsibilities

* Retrieves, processes, releases, and confirms all sales orders and revisions are accurate in relevant systems.

* Assists with electronic data interchange (EDI) order flow, including Data Universal Numbering System (DUNS) manual entry, outside warehousing, and invoicing.

* Provides exceptional customer service, responding promptly to customer emails and phone inquiries on order status, delivery issues, product information, etc. Fields and resolves customer issues and inform Sales of the results with the customer.

* Supports sales goals assisting sales team and brokers to meet sales targets (i.e., order changes, price adjustments, substitutions, freight charges).

* Supports demand planners/supply chain with forecasting and order allocation processes.

* Assists the credit department by researching and reviewing price discrepancies, deductions, and invoice issues. Creates customer returns, credits, and debits.

* Works closely with cross-functional teams and outside warehouse partners to help resolve service issues, (e.g., late delivery, date changes, and product).

* Coordinates Over/Short/Damage returns with Transportation and Credit departments. Creates customer Return Merchandise Authorizations.

* Orders customized product sample packages for customers, sales, marketing, copackers, and special events (e.g., food shows cuttings).

* Communicates daily with multiple departments, internal and external at all levels, to resolve everyday transactions and communicate shortages, delayed deliveries, pool changes, etc.

* Communicates customer service procedures and policies, including new broker and sales training, to meet alignment with our company's visions, goals, and procedures.

* Creates and sends proforma invoices and risk account payment reports.

* Maintains price confidentiality and updates pricing and special programs (features, OI, promotions) in relevant systems as needed.

* Assists national and international sales teams, including communicating with USDA to request and resolving export documentation issues and coordinating export and expedited orders.

* Provides necessary documentation to support Sales and Finance deduction resolution (Bill of Lading, PODs, etc.), invoicing for domestic and export, etc.

Minimum Qualifications (Educations & Experience)

* High school diploma, GED, or equivalent

* 3+ years of experience or the knowledge, skills, and abilities to succeed in the role

Butterball Core Competencies

Caring about people, valuing contributions, and empowering to succeed is the Butterball Way. We recognize the value that different perspectives and cultures bring to Butterball and seek to create an environment where everyone can thrive. Everyone has a seat at the table and is expected to embody our core competencies:

* Safety First: We put safety first. The health, safety, and well-being of our people, products, and turkeys is everyone's responsibility and everyone's jobs.

* Integrity: We trust each other to do the right thing. We act with integrity and gain the confidence and trust of others through honesty, respect, and authenticity.

* Stewardship: We take care of what matters. We are accountable to our commitments and take responsibility for the well-being of our teams, our quality, our customers, our business, our brand, and our communities. We are always answerable for our actions and those we lead.

* Enthusiastic Attitudes: We create a climate where everyone feels they belong and can be engaged, every day. Where our people are enthusiastic and motivated to do their best and work together to make great things happen.

* Continuous Improvement: We are committed to continuous improvement. We challenge ourselves and our company to constantly learn, develop, grow, improve, and innovate.

Essential Knowledge, Skills, and Abilities

* Experience using Enterprise software such as S/4(SAP), JDA, or others

* Excellent customer service skills with the demonstrated ability to recommend and deliver customer-centric solutions

* Strong written and verbal communication skills with the ability to collaborate internally and externally at all levels

* Skilled at using sound judgment that considers and balances the need of the business and our customers

* Demonstrated ability to effectively prioritize work and contribute as part of a cross-functional team

* Ability to foster relationships

* Proficient with Microsoft (MS) suite (i.e., Word, Excel, PowerPoint, Teams, Outlook, etc.)

* Excellent organizational skills and attention to detail with effective time-management and prioritization skills 9. Highly skilled at working in a fast-paced operational environment with a keen sense of urgency

* Consistent track record of achieving results, even under tough circumstances.

* Ability to work some weekend or after-hour work to support time zone differences or urgent issues as needed

* Ability to work flexibly from either office or home environments as needed

Preferred Knowledge, Skills, and Abilities

* Associates degree in related field

* Experience in related manufacturing field

Physical Demands

While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, keyboard, and occasionally lift up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, color vision and the ability to adjust focus.

Working Conditions & Travel Requirements

* Work is performed in a climate-controlled office environment or remotely. For remote work, the employee must have a dedicated workspace to safely setup and use assigned IT equipment, preferably free from distractions. The employee is responsible for ensuring adequate internet service is available when working remotely (the recommended minimum speed is 20mb download and 5mb upload).

* The noise level of the office environment is usually moderate.

* Occasional travel may be required.

Disclaimer

The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of what is required of personnel so classified. Furthermore, they do not imply or establish a contract for employment and are subject to change at the discretion of the employer.

Butterball, LLC is an equal opportunity employer and is committed to the fair and impartial treatment of all employees and applicants for employment without regard to gender, age, race, religion, color, national origin, physical or mental disability, military/veteran status, sexual orientation, gender identity and expression, genetic information, marital status, parental status, pregnancy, or any other status protected by law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.