Customer Service Representative

Griffith Foods is a global manufacturer of food products. We provide a wide range of taste and texture components for food industry customers throughout the world. Our products include seasoning blends, dry mixes, coating systems, dough blends, crumbs, flavors, sauces and food bases that are used in an extensive variety of applications from snack foods and processed meat and poultry to ready meals. Our customers include food processors, restaurant operators, and grocery retailers. While our name may not be familiar to consumers, our products are key components of foods offered by many of the world’s best-known companies.

Position: Customer Service Representative

Summary:

• Providing frontline support to Mexico Custom Culinary customers throughout the sales cycle, from order reception and processing to the delivery of requested products, assuring a sustainable service level (98% OFR).
• Maintains regular communication with sales and customers and carries out order-entry process.
• Coordinates and follows up on sales orders, along with other departments (planning, production, procurement, logistics, warehousing, quality, and sales) to meet required delivery dates.
• Resolves sales and customers' inquiries and supports them in emergency situations.
• Identifies out or in rule orders according to the decision grid for the Service Assurance department.
• Promotes customers' adherence to supply agreements and inventory policies (MTS, MTO, MTO-E, MOQ).
• Negotiates lead time for sales orders, with customers or internally.
• Negotiates, monitors, and communicates order status to internal and external customers.
• Receives, processes, and monitors customer complaints and/or material rejections.
• Requests inter-plant transfers of allocated finished goods on a timely basis.
• Generates and analyzes service level reports of his/her own accounts.
• Participates in root cause analysis for any problem or event, and for all the missed orders.
• Coordinates, along with sales and finance, the release of accounts on credit hold.
• Builds and cultivates relationships with customers.

Knowledge and Experience:

• Bachelor’s degree in Administrative Areas.
• 2-3 years of experience in customer service, planning, procurement, or sales areas.
• Experience in the food industry is highly preferred.
• Experience handling an extensive portfolio of products.
• Experience managing a high volume of purchase orders.
• Fully bilingual.