Customer Care Associate

Caldic; University Park (IL); On-site; USD 42,000 - 64,000; Full time

Job summary

Caldic in Elgin, IL, is seeking a customer service professional to support the US business. You will handle orders, inquiries, and coordination with Sales and CDM teams to ensure timely delivery and accurate information.

Responsibilities include processing orders by phone/email, updating customers on pricing, delivery dates, and regulatory information, coordinating samples and contracts, and maintaining data accuracy while upholding health, safety, and GMP standards.

Qualifications

• Post-secondary education or college diploma or equivalent experience.
• 2+ years of customer care/service experience.
• Experience in the food industry is a plus.
• Strong interpersonal and multi-tasking skills.
• Strong relationship-building abilities.
• Proficient with MS Word, Outlook, and Excel.

Responsibilities

• Answer phones and serve as first point of contact for Chicago regional office.
• Input customer orders into the internal system from email, phone, and fax; process commissions.
• Provide follow-up to customers and Sales to ensure delivery commitments are met.
• Provide product availability, pricing, specifications, and delivery time estimates to customers.
• Send regulatory technical document packages as requested.
• Maintain professional contact with external customers.

Skills

Customer care

Interpersonal skills

Multitasking

Communication

Relationship building

MS Word

Outlook

Excel

Education

Post-secondary education or college diploma

Tools

MS Word

Outlook

Excel

Job description

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Position function: Reporting to the Supply Chain Supervisor the individual will be responsible to receive and process customer orders, inquiries, concerns to provide outstanding client service and satisfaction.

Scope: This position provides a full spectrum, on-going day-to-day Customer Service activities. The position is responsible for providing a consistent customer experience, from order entry, order fulfillment coordination, providing necessary product and regulatory information to customers, solving customer problems to providing sales support. The position will work closely with all areas of the business to support the US business for Caldic.

Key Responsibilities

• Responsible to answer phones for Chicago regional office as first point of contact
• Receive and input customer orders into the internal computer system; will receive orders by email, phone and occasionally fax and also invoice commission orders
• Provide prompt and continuous follow up to Customer and Sales team to ensure delivery commitments are met; Receipt of order confirmations to be sent to customer
• Deal directly with customers by telephone and/or electronically to provide information regarding product availability, confirm pricing previously determined by CDM, specifications and estimated time/date of delivery
• Responsible to send regulatory technical document packages to customers as per the request
• Maintain professional contact with external customers at all times
• Proactively contact existing customers to inquire about potential upcoming orders based on specific order history
• Respond promptly to customer inquiries; handle and resolve customer complaints and issues
• Support CDM’s with coordinating customer sample requests, help to set up customer contracts as well as quotes and quarterly pricing
• Schedule transportation for customer orders and follow up to confirm delivery
• Support Accounting Team with any finance requests related specific customers
• Assist with specific customer contract requests as required to communicate pricing directly to customer
• Responsible to update customer information (i.e. contact information, customer product Identifications, etc.)
• Record details of inquiries, comments and/or complaints and develop steps necessary to resolve issues, ensure the CDM’s are informed about issues and resolution
• Actively work with other departments to ensure customer excellence; production, shipping and replenishment
• Ensure compliance with all health and safety regulations, GMP’s and HACCP requirements.
• Responsible for following Food Safety and Quality requirements as per Prerequisite programs, HACCP plans, CCP monitoring and SQF code.

Skills

• Post-secondary education, college diploma or equivalent experience and proficiency
• Customer Care/Service experience or equivalent, minimum 2 years.
• Experience in the food industry is considered an asset
• Must have strong interpersonal and multi-tasking skills
• Must be strong relationship building skills
• Must have intermediate computer skills (MS Word, Outlook, Excel)
• Must have strong communication (Verbal and Written) skills

About Caldic

At Caldic, we’re a global leader in distribution solutions, serving diverse markets across the world. Joining us means becoming part of an entrepreneurial, collaborative, and innovation-driven team.

We offer:

• Global opportunities with rapid career growth and development
• An inclusive, diverse, and dynamic work environment
• The chance to shape the future of specialty ingredient solutions across industries like food, pharma, personal care, and more

We operate in 43 countries around the world. Our innovative solutions are tailored to meet the needs of industries such as food, pharma, personal care, and industrial markets, ensuring sustainable success for all stakeholders. To learn more, visit: www.caldic.com

Equal Opportunity Employer

Caldic celebrates diversity and is committed to fostering an inclusive work environment. We do not discriminate on the basis of race, religion, gender, or any other characteristic.

Location

Elgin, IL, US, 60124

State: IL

Country/Region: US

Nearest Major Market: Elgin
Nearest Secondary Market: Chicago