Associate, Customer Excellence

Primient•Decatur, IL

1d•$53,778 - $67,222

About The Position

The Associate, Customer Service sits within Customer Service and is dedicated to providing a high level of service to both internal and external customers. Partnering with sales, this role manages customer relationships and sets expectations to ensure customer satisfaction. As the primary point of contact, the Associate, Customer Service acts as the liaison across multiple departments, ensuring effective communication among stakeholders. The role is responsible for account management responsibilities from order entry to invoicing and helping to drive the company’s strategy forward as a valued added supplier.

Requirements

Customer Relationship Management
Information Technology principles
Order Management and systems such as SAP
Best Practices in Customer Service
Microsoft Applications
Excellent verbal & written communication skills
Relationship building & development
Problem solving
Strong attention to detail
Collaborative
Action-oriented
Composure under pressure
Customer focused
Continuous improvement approach
Flexible & Adaptable
2+ years of customer service experience (required)

Nice To Haves

Bachelors Degree (preferred)
Experience in a food manufacturing environment (preferred)

Responsibilities

Serve as first point of contact for customers, managing orders, contracts, quotes, and tracking shipments.
Ensure accuracy for export documentation and respond to product information requests.
Collaborate with internal teams (Supply Chain, Sales, Transportation, Production Planning) to address customer concerns, resolve delays, and manage communication.
Process quality notifications, returns, claims and invoices, promptly to maintain strong customer relationships.
Manage electronic data interchange (EDI) transactions (e.g., orders, shipment notices, COA, invoices) and oversee customer portal activities, including purchase orders (PO) and invoice corrections.
Monitor and manages daily reports, flag issues, track LTA complaints, and escalate urgent matters to Sales and Management as needed.