Customer Service Specialist

Lesaffre; Town of Italy (NY); On-site; USD 45,000 - 65,000; Full time

Job summary

A global company in food and logistics is looking for a Customer Service Specialist in New York. The role involves managing customer inquiries, overseeing the order to cash process, and collaborating across departments to ensure efficient service delivery. Responsibilities include handling complaints, generating billing documents, and coordinating sample requests. Candidates should be able to analyze customer portfolios and propose process improvements. This position offers the opportunity to work in a dynamic environment with a focus on customer experience.

Responsibilities

• Managing Customers inquiries, order entry process and order follow up.
• Creating and sending regular order status to customers providing all useful information.
• Following billing process and generate billing documents.
• Check the accuracy of all documents provided to Customer and support specific Customer’s specific requests.
• Develop and monitor performance indicators and report deviations.
• Manage open order and sales reports providing detailed information on regular basis within SC Dept and to Sales Dept.
• Liaise with Sales Managers to develop sales strategies in accordance with the defined budget.
• Regularly check and report the alignment of forecasts vs orders booked.
• Manage the requests for samples within the Samples Management process.
• Coordinate the activity of the different stakeholders in the process for Artwork approval.
• Register complaints and manage returns.
• Collaborate with all internal departments to ensure Customer Experience (SC, Logistics, Quality, Regulatory, Warehousing, Finance).
• Identify and recommend process improvements to enhance service level and efficiency.

Job description

Integrated in Supply Chain and Customer Service team, Customer Service Specialist handles all customer inquiries received by email or telephone. Independently manages the full process order to cash, registers complaints and manages reporting as well as samples requests providing all needed information to customers to ensure order fulfilment and on time delivery. Supports Logistics Dept in the delivery process and processes invoices. Customer Service specialist is the single point of contact for the customer acting as front and back office, being the interface with all Company’s departments, collecting information and giving prompt feedback. Analyses regularly the customer portfolio, provides order status, detects possible issues and proactively proposes solutions. Customer Service specialist is also involved in the definition and implementation of standard or new processes supporting Supply Chain and Sales Dept, it also enters all product and logistic complaints working closely with Quality department and Logistics.

Responsibilities

• Managing Customers inquiries, order entry process and order follow up
• Creating and sending regular order status to customers providing all useful information
• Following billing process and generate billing documents
• Check the accuracy of all documents provided to Customer and support specific Customer’s specific requests
• Develop and monitor performance indicators and report deviations
• Manage open order and sales reports providing detailed information on regular basis within SC Dept and to Sales Dept
• Liaise with Sales Managers to develop sales strategies in accordance with the defined budget.
• Regularly check and report the alignment of forecasts vs orders booked
• Manage the requests for samples within the Samples Management process
• Coordinate the activity of the different stakeholders in the process for Artwork approval
• Register complaints and manage returns.
• Collaborate with all internal departments to ensure Customer Experience (SC, Logistics, Quality, Regulatory, Warehousing, Finance)
• Identify and recommend process improvements to enhance service level and efficiency