Customer Account Specialist
About The Position
Amy's Kitchen is a family-owned, independent organic and vegetarian food company that is a Certified B Corporation. Their mission is to make it simple and enjoyable for everyone to eat well by crafting authentic dishes using high-quality organic ingredients. They focus on ensuring top-notch quality and making healthy eating accessible and convenient. The Customer Account Specialist (CAS) plays an essential role in supporting the organization's customer-centric focus and achieving targeted fill rates. This position is responsible for the entire 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, and is responsible for accurate and timely invoicing. They coordinate various activities on behalf of customers and interact with internal departments (Supply Chain, Sales, Inventory Control, IT, A/R) and external parties (third-party logistics providers) to meet customer requirements. The CAS also provides analytical support, such as inventory replenishment recommendations and analysis of customer ordering trends, and is knowledgeable of department ERP and EDI processes, proactively solving 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.
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
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
