Customer Care Associate - GROWMARK, Inc. - Bloomington, IL

GROWMARK, Inc.•Bloomington, IL

5d•$60,100 - $82,663•Onsite

About The Position

The Customer Care Associate provides a positive customer experience and fosters relationships that support brand loyalty. Responsible for supporting and managing customer supply/service/sales support functions, supply availability and communications, vendor/terminal relations, price maintenance, product and terminal setups, invoice corrections, invoice disputes, and incident reports that ultimately leads to superior customer experience, sales growth, and profitability for the Energy Division.

Requirements

Normally requires a Bachelor’s degree in a business-related field or equivalent, and 2 years or more of related work experience.
Demonstrates essential abilities including business knowledge, collaboration, communication, customer focus, decision making, and skill development.
Proven professional communication, interpersonal, persuasion, and customer service skills.
Proven computer skills and the ability to use the computer to enhance business processes.
Ability and willingness to participate in required training that may include education on GROWMARK's policies and procedures and additional training as it relates to the requirements of the position.
Ability to work hours considered outside a normal workday during busy and peak seasons.
Must have and maintain a valid driver's license and satisfactory driving record.
Must have the ability to travel independently and overnight as necessary.

Responsibilities

Serves as the primary customer service contact for customers and member cooperatives to increase customer service quality from contracting to order to invoice.
Responsible for monitoring, managing and communicating all vendor/terminal/product allocations, availabilities and outages, and any consequential customer allocations and availabilities to customers and appropriate members of Energy Supply, Logistics and Marketing teams.
Assists and communicates with designated DVS vendors and terminal operators on product setups, allocations, and supply availability issues.
In conjunction with Energy Processing, is responsible for the analysis of cost changes and vendor invoice discrepancies (VIM) and subsequent resolution.
Maintains a basic understanding of products and services offered by the assigned division, answers customer inquiries, and ensures timely resolution to questions from other stakeholders.
Coordinates in a collaborative effort with Logistics/Dispatch/Transportation by investigating loading and supply availability issues in a timely manner that ultimately lead to favorable resolutions and ultimate customer satisfaction.
Ensures that customer requests are completed in a timely, professional, accurate, and responsive manner.
Maintains a thorough working knowledge of all GROWMARK, Energy and third party supported software applications (SAP, Business Objects, DTN tabs, DTN Fuel Buyer, DTN Data connect, myGROWMARK, , etc.).
Prioritizes workflows to maximize customer satisfaction and operational efficiency and creates operational metrics by using and implementing ServiceNow.
Communicates with all functional areas when issues arise with members/customers. Assists in developing resolutions and service strategies for each member.
Coordinates and maintains customer accounts, contacts, and location information data within the company's operating systems.
Coordinates with the Customer Care team to ensure after hours assistance is available for customers and logistics, including after-hours and weekend coverage on a revolving basis.
Prepares sales, purchases, inventory, and other reports as requested.
Requires after-hours and weekend monitoring of supply, outages, and logistical loading issues on a revolving basis to ensure superior customer satisfaction.
Follows GROWMARK's Code of Conduct and Corporate Compliance Program, Environmental Health and Safety, OSHA and DOT policies and procedures, as they apply.
Performs all other duties as assigned.