Onsite Customer Experience Specialist

Irca Group; Duluth (MN); On-site; USD 38,000 - 60,000; Full time

Benefits offered by this job

Medical, Dental, & Vision

401(k) matching

Paid vacation and holidays

Job summary

Irca Group is seeking a Customer Service Specialist to serve as the primary contact for customers at our Suwanee, GA office. You will respond to inquiries, process orders and returns, and help ensure accurate information about our bakery and pastry ingredients.

In this onsite role, you will collaborate with Sales Reps, Plant personnel, QA, Regulatory, Logistics and Warehouse to resolve issues and maintain high customer satisfaction while supporting KPI reporting.

Qualifications

• Bachelor’s degree or anticipated completion date.
• Strong Excel skills and proficiency with computer systems.
• 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 to resolve customer issues.
• Exceptional customer service with focus on satisfaction.

Responsibilities

• Be the initial point of contact for customer inquiries and issues, responding promptly and empathetically.
• Identify and resolve customer concerns, ensuring satisfaction while coordinating with Sales Reps.
• Assist customers with order processing, shipment tracking, and returns or exchanges.
• Follow orders through the full process from receipt to entry in ERP and through shipping and invoicing.
• Maintain accurate records of customer interactions and inquiries.
• Collaborate with Sales Reps, Plant personnel, QA, Regulatory, Logistics and Warehouse to resolve issues; escalate as needed.
• Maintain high customer satisfaction by building rapport and anticipating future needs.
• Assist with preparing reports to analyze departmental KPIs.
• Follow procedures and policies to uphold brand image.

Skills

Customer service

Communication

Empathy

Attention to detail

Multi-tasking

Problem solving

Education

Bachelor's degree

Tools

Excel

ERP software

Job description

Irca Group is seeking a Customer Service Specialist to serve as the primary contact for customers at our Suwanee, GA office. You will respond to inquiries, process orders and returns, and help ensure accurate information about our bakery and pastry ingredients.

In this onsite role, you will collaborate with Sales Reps, Plant personnel, QA, Regulatory, Logistics and Warehouse to resolve issues and maintain high customer satisfaction while supporting KPI reporting.