Lead Customer Service Specialist

Holmen-Cheese-LL; Holmen (WI); On-site; USD 42,000 - 65,000; Full time

Job summary

Holmen Cheese is seeking a Lead Customer Service Specialist to ensure a positive customer experience and accurate sales order processing. You will work cross-functionally with departments, oversee the customer service workflow, and assist with sample preparation and warehouse interaction.

The role requires strong computer skills, Excel proficiency, ERP familiarity, and the ability to travel to the plant and assist with shipments as needed. Monday–Friday, 8:00am–4:30pm, on-site operations.

Qualifications

• Excellent customer service and communication skills.
• Ability to multitask and solve problems in a fast-paced environment.
• Experience with Microsoft Excel and ERP systems; familiarity with Outlook.
• Willingness to interact with warehouse staff and travel to plant areas as needed.

Responsibilities

• Receive calls, emails, mail and packages and direct as needed.
• Build and maintain customer relationships and coordinate with departments to resolve issues.
• Maintain inventory racks for samples and fulfill sample requests from warehouse.
• Enter sales orders into the ERP system and support sales/account management.
• Coordinate outbound shipments and assist drivers with facility directions.

Skills

Customer service

Critical thinking

Multitasking

Problem-solving

Microsoft Excel

ERP systems

Outlook

Team coordination

Tools

ERP systems

Microsoft Excel

Microsoft Outlook

Job description

Description

The Lead Customer Service Specialist will play an essential role in ensuring our external customers have a positive experience with Holmen Cheese. This role will encompass responsibilities that impact multiple departments daily. The person in this role will over see the department and ensure accuracy of sales order entries, customer satisfaction, timeliness, and thoroughness of all aspects of the customer experience. Good computer skills are a must for the person in this role, particularly experience with Microsoft Excel, ERP programs, and outlook. This is not a 100% sit behind a desk job. It will require trips to the warehouse and helping prepare samples up to 50lbs for shipment.

Requirements

Requirements

We are looking for a team member who can join a dynamic team and contribute right away. To be successful in this role the team member will have good computer skills, exceptional customer service skills, critical thinking, mult-tasking and problem-solving skills. In this role the team member will need to be able to think on their feet when dealing with customers both internal and external. In addition, this team member will be required to interact out in the plant with warehouse staff and forklift drivers.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Guest Experience

• Receives incoming calls, emails, mail and small parcel packages and direct as needed
• Welcomes visitors and notifies appropriate staff of their arrival
• Ensures entry way and conference rooms are cleaned and supplied as needed

Customer Service/Sales

• Receive customer communication via telephone, email, mailings, and to support the sales and account management efforts of the sales team.
• Build and maintain customer relationships and effectively interact with all departments to resolve issues in a timely manner
• Maintain designated inventory rack in the warehouse for customer samples
• Pick product from warehouse, convert, package and ship sample requests in a timely manner
• Entering sales orders into the company ERP system
• Support in client interactions and solving customer issues to ensure customer satisfaction.
• Ensure reporting and communication is frequent and bi-directional within team and internal departments.
• Monitor Sales Order status report to ensure customer expectations for delivery are communicated and met.
• Utilize troubleshooting and time management skills to exceed customer expectations.

Supply Chain

• Help coordinate outbound trucking to ensure timely delivery of goods
• Support warehouse team by scheduling outbound shipments
• Assist drivers with directions to the facility as needed

Purchasing

• Support purchasing and planning team
• Tracking of product
• monitor shipment costs to ensure timely and cost effective

NON-ESSENTIAL DUTIES AND RESPONSIBILITIES

• Ensure export paperwork is done for shipments if applicable.
• Ensure customer pricing is communicated correctly and up to date in ERP system
• Involvement in monthly Sales and R&D pipeline meetings

Other

• Perform other duties or responsibilities as assigned.
• Monday-Friday 8:00am-4:30pm (half hour lunch)

Physical Requirements:

Sit frequently 65%; Stand & Walk 35%

Lift, bend, stoop, push/pull exerting as follows:

Occasionally: 0-49 pounds

Rarely: 50+ pounds

Use of hands and fingers to operate, handle, or feel objects, tools or controls and reach with hands and arms

Noise level in the office is minimal; noise level in the plant varies but can reach moderate level.