Customer Care Associate

Caldic • Elgin, IL

1d • Hybrid

About The Position

The Customer Care Associate reports to the Supply Chain Supervisor and receives and processes customer orders, inquiries, and concerns to provide outstanding client service and satisfaction. The role covers ongoing, day-to-day customer service activities and helps deliver a consistent customer experience, from order entry and order-fulfillment coordination to providing product and regulatory information, resolving customer issues, and supporting sales. The position works closely with all areas of the business in support of Caldic’s US business.

The associate serves as the first point of contact for the Chicago regional office, manages customer communications and order follow-up, coordinates transportation and delivery, and supports sales, accounting, and other departments. The role also requires compliance with health and safety regulations, GMPs, HACCP requirements, food safety and quality prerequisite programs, HACCP plans, CCP monitoring, and the SQF code.

Requirements

• Post-secondary education, a college diploma, or equivalent experience and proficiency.
• At least 2 years of Customer Care/Service experience or equivalent.
• Strong interpersonal and multitasking skills.
• Strong relationship-building skills.
• Intermediate computer skills, including MS Word, Outlook, and Excel.
• Strong verbal and written communication skills.

Nice To Haves

• Experience in the food industry.

Responsibilities

• Answer phones for the Chicago regional office as the first point of contact.
• Receive and enter customer orders into the internal computer system through email, phone, and occasionally fax; invoice commission orders.
• Follow up with customers and the Sales team to ensure delivery commitments are met, and send order confirmations to customers.
• Provide customers with information about product availability, pricing previously determined by CDM, specifications, and estimated delivery times or dates by phone or electronically.
• Send regulatory technical document packages to customers upon request.
• Maintain professional contact with external customers.
• Proactively contact existing customers about potential upcoming orders based on order history.
• Respond promptly to customer inquiries and handle and resolve complaints and issues.
• Support CDMs by coordinating customer sample requests and helping set up customer contracts, quotes, and quarterly pricing.
• Schedule transportation for customer orders and follow up to confirm delivery.
• Support the Accounting Team with finance requests related to specific customers.
• Communicate pricing directly to customers for specific customer contract requests as required.
• Update customer information, including contact information and customer product identifications.
• Record inquiry, comment, and complaint details; develop steps to resolve issues; and keep CDMs informed about issues and resolutions.
• Work with other departments, including production, shipping, and replenishment, to ensure customer excellence.
• Comply with health and safety regulations, GMPs, and HACCP requirements.
• Follow food safety and quality requirements under prerequisite programs, HACCP plans, CCP monitoring, and the SQF code.

Benefits

• Global opportunities with rapid career growth and development.
• An inclusive, diverse, and dynamic work environment.
• The opportunity to shape specialty ingredient solutions across industries.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree