Customer Account Specialist

Office•Petaluma, CA

3d•Remote

About The Position

Amy’s Kitchen is a family-owned, independent organic and vegetarian food company committed to making it simple and enjoyable for everyone to eat well. As a Certified B Corporation®, they focus on crafting authentic dishes with high-quality organic ingredients. The Customer Account Specialist (CAS) plays a crucial role in supporting the organization's customer-centric focus and achieving targeted fill rates. This position is responsible for managing the account management process, from receiving customer correspondence and processing orders to researching and processing claims. The CAS ensures customer satisfaction by resolving inquiries and concerns, handling invoicing, and coordinating various customer-related activities. They interact with customers, logistics providers, sales, inventory control, IT, and A/R to meet customer requirements. The role also provides analytical support to customers and their Channel Lead, including inventory replenishment recommendations and analysis of customer ordering trends. The CAS is expected to be highly knowledgeable of department ERP and EDI processes and proactive in resolving daily order management issues.

Requirements

Associates degree (A. A.), or equivalent experience and education.
Three or more years of related customer service experience, preferably for a manufacturing organization.
Experience with EDI transactions in a business environment.
Excellent verbal and written communication skills.
Attention to detail.
Ability to prioritize and manage multiple activities in a calm, friendly manner.
Flexibility and ability to work in a fast-paced, collaborative environment.
Excellent data entry and computer skills (Word, Excel, e-mail, Internet, Customer web portals).
Able to utilize use ERP system at a high level.
Strong analytical skills
Customer focused.
Empathetic, responsive and proactive in responding to the customer’s needs.
Ability to read, analyze, and interpret customer emails and questions; customer; required documents.
Ability to respond to common customer inquiries or complaints.
Ability to articulate, train, and introduce a small group of team members to new procedures.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to apply concepts of basic algebra and geometry.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to understand and implement solutions for customer issue resolutions.
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Responsibilities

Perform order-entry functions, ensuring that all orders received are processed promptly and accurately.
Work with daily deadlines to prioritize customer-shipping documents, rush orders etc.
Responsible for the account management process from order through claims including researching and processing requests for returns and adjustments and filing appropriate freight claims.
Manage orders through customer web portals and report exceptions for customer accounts to the supervisor.
Identify and communicate customer requirements.
Assist new customers in transition to EDI order placement.
Works with EDI Support Team on technical requirements, issues and problems.
Receive and research customer service questions; contact various support departments and coordinate issue resolution.
Resolve customer enquiries promptly and professionally.
Identify root causes and follow through to resolution acceptable to customer and Amy’s Kitchen.
Obtain and share information to customers and team members regarding delivery schedules, carriers, product availability, etc.
Identify opportunities to improve customer service.
Manage and process claims and returns, including any product withdrawal or recall requirements as assigned.
Work towards customer satisfaction within company and department guidelines.
Implements and provides recommended improvements to processes as assigned.
Support to international customers as needed with required shipping and customs clearance documents
Analyze and report customer data such as inventory replenishment, and customer order trends.
Uphold the mission of the Amy’s Food Safety and Quality Policy, including following all Food Safety and Sustainability programs and participating in all required training.

Benefits

Comprehensive health plans with Medical, Eye & Dental coverage, including virtual physical therapy options.
Lyra mental health support
401(k) Retirement Plan with employer match
Health Savings and Flexible Spending Accounts
Referral Rewards and Scholarship Program
Tuition Reimbursement Program
Family-forming benefits
Paid Time Off for vacations and sick days
9 paid US Holidays annually
Amy's product discount reimbursement
Remote gym discounts