Customer Service Representative

Ircagroup; Suwanee (GA); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical, Dental, & Vision coverage

401(k) matching

Paid vacation and holidays

Employee education tuition reimburs​e​

Job summary

IRCA is seeking a Customer Service Specialist to serve as the first point of contact for customers, process orders, track shipments, and handle returns on site in Suwanee, GA. Hours are 8 AM to 5 PM.

You will collaborate with Sales Reps, Plant personnel, QA, Regulatory, Logistics, and Warehouse to resolve issues while maintaining accurate records and supporting KPI reporting. A Bachelor’s degree and strong Excel skills are required.

Qualifications

• Bachelor’s degree or anticipated completion date.
• Strong Excel skills required.
• Ability to multi-task and handle high-pressure situations.
• Attention to detail and accuracy.
• Empathy, patience, and a positive attitude.
• Excellent communication and interpersonal abilities.
• Strong problem-solving skills and the ability to resolve customer issues.
• Exceptional customer service skills with a strong focus on customer satisfaction.

Responsibilities

• Serve as the initial point of contact for customer inquiries and issues, responding promptly, professionally, and empathetically.
• Identify and resolve customer concerns, ensuring satisfaction and exceeding expectations while partnering with Sales Reps on relevant communications.
• Assist customers with order processing, shipment tracking, and returns or exchanges.
• Follow customer orders through the full process from receipt via phone, email, or electronic data transfer to order entry in the ERP system and through shipping and invoicing.
• Maintain accurate records of customer interactions and inquiries.
• Collaborate with other departmental teams (Sales Reps, Plant personnel, Sales Support, QA, Regulatory, Logistics, and Warehouse) to resolve customer issues, escalating complex problems as needed to ensure a positive experience.
• Maintain high customer satisfaction by building rapport and establishing strong relationships with customers and sales representatives to anticipate and collaborate on future needs.
• Assist with preparing multiple report metrics to analyze departmental KPIs.
• Follow communication procedures, guidelines, and policies while maintaining a positive brand image for the company.
• Report to the Customer Service Supervisor.

Skills

Excel proficiency

Multi-tasking

Attention to detail

Empathy

Communication

Problem solving

Customer service

Education

Bachelor's degree or expected completion date

Tools

ERP system

Job description

Customer Service Specialist – IRCA

IRCA is a prominent international provider of semi‑finished ingredients for the bakery, pastry, and gelato markets. They cater to independent producers as well as large food manufacturers, including consumer packaged goods (CPG) companies. The company’s core product offerings include chocolate, chocolate decorations, creams, pastry mixes, gelato ingredients, and a variety of other bakery and pastry ingredients.

Headquartered in Italy, IRCA was acquired by Advent International, a global private equity firm, in July 2022. The company has a strong history of growth and has expanded its product portfolio through acquisitions in 2022 and 2023, achieving a combined revenue of €1 billion in 2023 and operating 22 manufacturing facilities across Europe, the US, and Vietnam.

This is an on‑site role located in Suwanee, GA, with general hours of 8 AM to 5 PM.

Responsibilities

• Serve as the initial point of contact for customer inquiries and issues, responding promptly, professionally, and empathetically.
• Identify and resolve customer concerns, ensuring satisfaction and exceeding expectations while partnering with Sales Reps on relevant communications.
• Assist customers with order processing, shipment tracking, and returns or exchanges.
• Follow customer orders through the full process from receipt via phone, email, or electronic data transfer to order entry in the ERP system and through shipping and invoicing.
• Maintain accurate records of customer interactions and inquiries.
• Collaborate with other departmental teams (Sales Reps, Plant personnel, Sales Support, QA, Regulatory, Logistics, and Warehouse) to resolve customer issues, escalating complex problems as needed to ensure a positive experience.
• Maintain high customer satisfaction by building rapport and establishing strong relationships with customers and sales representatives to anticipate and collaborate on future needs.
• Assist with preparing multiple report metrics to analyze departmental KPIs.
• Follow communication procedures, guidelines, and policies while maintaining a positive brand image for the company.
• Report to the Customer Service Supervisor.

Qualifications

• Bachelor’s degree or anticipated completion date.
• Proficiency in using relevant computer systems and software, with strong Excel skills required.
• Ability to multi‑task and handle high‑pressure situations.
• Attention to detail and accuracy.
• Empathy, patience, and a positive attitude.
• Excellent communication and interpersonal abilities.
• Strong problem‑solving skills and the ability to resolve customer issues.
• Exceptional customer service skills with a strong focus on customer satisfaction.

Benefits

• Medical, Dental, & Vision coverage
• 401(k) matching
• Paid vacation and holidays
• Employee education tuition reimbursement program