Customer Support Specialist

ingredion; White Marsh (MD); On-site; USD 52,000 - 65,000; Full time

Job summary

Ingredion Incorporated is seeking a Customer Support Specialist in Maryland to manage customer orders from placement to delivery. You will work with Logistics, Quality, Sales, and Order Coordination to resolve issues and maintain high customer satisfaction.

This role offers potential growth into Logistics, Sales, or Quality. Responsibilities include processing orders, ensuring data accuracy, tracking complaints, and implementing process improvements.

Qualifications

• 2–6 years of experience preferred.
• Bachelor's Degree preferred.
• SAP, Salesforce, and EDI experience required.
• Execute on fundamental tasks such as order entry, resolving customer complaints, problem solving etc.

Responsibilities

• Process customer orders for ingredient products, address questions, resolve issues, and respond to inquiries.
• Participate in the after-hours program for the department.
• Ensure the accuracy of order data and act as the expert for the order processing flow (system and processes).
• Maintain up to date files according to the SOP. Ensure copies of orders and return orders are given to appropriate partners.
• Ensure all customer complaints are tracked according to procedures.
• Demonstrated ability to work across multiple product lines and customer categories to inform the client.
• Seek to identify issues, consider alternatives, and take corrective action to resolve problems.
• Utilize company databases to ensure procedures are followed and update documents as necessary.
• Prioritize tasks accurately and in a timely manner.
• Collaborate with team members and support group problem solving and improvements.
• Serve as a liaison between external customers and internal functions to ensure satisfaction.

Education

Bachelor's degree

Tools

SAP

Salesforce

EDI

Job description

Job Description

Title: Customer Support Specialist

Location: Whitemarsh, MD

Reports to: Customer Support Team Lead

Ingredion Incorporated is in search of a Customer Support Specialist, who will enthusiastically serve as a critical point of contact with Ingredion's customer base, from the initial placement of orders for products through their delivery. This position aligns with logistics and is not a call center. This role partners with colleagues in Logistics, Quality, Sales, Program Management, and Order Coordination to capture information and resolve customer problems, all while ensuring high levels of satisfaction and customer retention. Individuals who work in this position develop a knowledgebase which can lead to new opportunities or a rotation into other areas of the organization, such as Logistics, Sales, Supply Chain, or Quality.

As a Customer Support Specialist, your responsibilities will include:

• Process customer orders for ingredient products, address questions, resolve issues, and respond to inquiries.
• Participate in the after-hours program for the department
• Ensure the accuracy of order data and act as the expert for the order processing flow (system and processes). Compute mathematical calculations related to order processing, delivery times, and freight as necessary
• Maintain up to date files according to the standard operating procedure. Ensure copies of orders and return orders are given to appropriate partners
• Ensure all customer complaints are tracked according to department and company procedures
• Demonstrated ability to work two or more of Ingredion's product lines and customer categories to provide valuable information to the customer
• Knowledgeable of nuances within multiple business segments
• Seek to purposefully identify issues, consider alternative solutions, and take corrective action to resolve problems. Provide support/service to the client as well as communicating status to all parties involved
• Utilize company databases to ensure procedures are followed, provide accurate information, and update documents as necessary
• Prioritize tasks accurately and in a timely manner
• Collaborate with and support team members. Participate in group problem solving and team activities
• Recommend and implement process improvements
• Serve as a liaison between external customers and internal functions to ensure customer satisfaction

The Customer Support Specialist position is well-suited for you if you:

• Care First - Contribute to an environment that enables the wellbeing of our people and customers
• Be Preferred - Ability to adapt to changing circumstances and resolve problems in a fast-paced environment, successfully coordinate and handle multiple tasks/activities simultaneously
• Everyone Belongs - Embrace diversity and proactively foster an inclusive work environment where each person is valued and feels inspired to contribute their best
• Innovate Boldly - Identify and implement process improvements within the team. Willingness to pursue a Lean Six Sigma or Lean Specialist certification. Strong detail orientation and business/math acumen, including ability to think critically, analyze problems, and advocate for fact-based solutions
• Owner's Mindset - Takes personal responsibility to anticipate challenges, proactively search for opportunities, and make decisions that are in the best interest of the company

Qualified candidates will have:

• 2-6 years of experience preferred.
• Bachelor's Degree preferred.
• SAP, Salesforce, and EDI experience required.
• Execute on fundamental tasks such as order entry, resolving customer complaints, problem solving etc.

Relocation Available? NO

Job Grade: D

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Ingredion is a global ingredient solutions company making sweeteners, starches and unique ingredients from plant sources such as corn, tapioca, rice, sago and potato. We provide solutions and innovate for almost 60 industry sectors across more than 40 countries.

We bring the potential of people, nature, and technology together to create ingredient solutions that make life better.

Every day, we bring our skill, creativity, and passion together to deliver ingredient solutions that enhance people's lives. We are innovators who combine the power of technology with the best of nature to delight customers and consumers. We hold ourselves to the highest standards in ethics, safety, quality, and sustainability. Unlocking the potential of people, nature, and technology to make life better is what drives us in every aspect of our business

As a Fortune 500 global provider of ingredient solutions, Ingredion offer great careers across various functions. If you are curious, confident, and believe in the power of game-changing ideas, we want you to make us part