Customer Operations Specialist Location Sumner, WA : General : We are looking for a talented, dynamic, and seasoned professional with a proven history of providing extraordinary service and quality to customers, as well as internally to the sales, operations, and finance teams. The Customer Operations Specialist will be tasked with onboarding new customers, managing customer orders from PO to pick up, customer communications, including managing email, product pricing, and general product inquiries. The individual in this role will also assist with maintaining our broker relationships, tracking customer promotions, and preparing and shipping sample orders to customers and brokers as needed. For the right candidate, this is an exciting opportunity to contribute to the building of a brand while earning a competitive hourly wage.
Duties and responsibilities (note that duties include but are not limited to the following): · Manage incoming customer calls related to product availability, delivery, and general inquiries.
· Route customer/employee questions or concerns to appropriate person and track actions taken in database.
· Accurately complete the daily order management cycle, including entering orders into the company's system, updating customers on status, collaborating on escalated order dates and assisting with scheduling carriers for outbound freight.
· Contact customers to ensure order pickups are scheduled and analyze inventory to ensure order fulfillment.
· Assist with accounts receivables to resolve invoice/payment discrepancies, deductions and promotions.
· Work closely with sales team to ensure customer satisfaction and solutions.
· Monitor customer interactions and performance; OTIF, Fulfillment and Frequency.
· Maintaining customer portals and forms for item, business and contact information accuracy.
· Building and maintaining customer relationships to drive ROI, customer retention and high customer satisfaction.
· Follow and understand proper Good Hygiene, Safe Work Practices, and Good Manufacturing Practices (GMP's) to aid in providing a safe quality product.
· Complete training related to food and personal safety as required.
· Help candidates/employees with initial onboarding/application processes when needed.
· Other responsibilities, projects, and duties as assigned.
WHAT WE'RE LOOKING FOR: · Strong project management and organizational skills in which attention to detail and the ability to prioritize and manage multiple tasks/projects on time is essential.
· Exceptional interpersonal skills and ability to navigate organizations to build relationships and garner support; ability to work collaboratively with cross-functional teams.
· Exceptional communication skills and situational adaptability; capable of clearly conveying Antonina's Gluten-Free Bakery standards.
· Ability to work independently and efficiently, exercise initiative, resourcefulness, and good judgement.
· Flexible and comfortable working under pressure in a fast-paced environment.
Skills and Experience: Required
Three (3) to Five (5) years of experience in a customer-facing role Previous experience working with sales, distributors and brokers. Proficient in the use of the Microsoft Office Suite of Products: Excel, PowerPoint, Word, Access, Outlook Preferred
Previous experience with EAP/CRM systems High level of knowledge of EDI and its capabilities. Bilingual preferred (English and Spanish) WORK ENVIRONMENT: · This job operates in both a professional office environment as well as a manufacturing plant with varying temperatures. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
· While performing the essential functions of this position, the employee is regularly required to talk and hear. This position requires standing, walking, bending, kneeling, and climbing in environments with varied temperatures. This position requires frequent pulling, carrying, and lifting up to 50 lbs.
· This role will support remote team members throughout the US, as well as locations in Sumner, WA and Manteca, CA.
Job Type: Full-time
Pay: From $25.00 per hour
Benefits:
Dental insurance Health insurance Paid time off Vision insurance Experience level:
3 years Shift:
Day shift Weekly day range:
Monday to Friday Work setting:
In-person Office Education:
High school or equivalent (Preferred) Experience:
Office management: 3 years (Required) Language:
English and Spanish (Preferred) Work Location: In person
