Customer Service Rep B2B

TREATT USA INC•Lakeland, FL

About The Position

Provide exceptional support and service to external and internal customers. The role responds to global customer inquiries related to orders, samples, technical documents, complaints, product information, pricing, inventory availability, and dispatch dates. It supports the Treatt sales team, Treatt’s commercial goals, and the general requirements of customers. The position handles customer orders and requests by telephone and email, supplies production personnel with necessary order and shipping information, and maintains customer files in the JDE database. It also coordinates with Treatt personnel and departments to support quality customer service and successful order delivery.

Requirements

High school diploma or GED.
2–3 years of prior business-to-business customer service experience.
Excellent phone and customer service skills.
Ability to perform basic math, including fractions, measurements, addition, subtraction, and conversions.
Strong attention to detail.
Knowledge of B2B service.
Experience with heavy order intake and entry in account administration.
Outstanding verbal and written communication skills.
Strong time management skills.
Ability to handle multiple tasks and initiatives simultaneously in a fast-paced environment.
Skill using spreadsheet, word-processing, and database computer software.
Ability to work independently and be self-starting.
Motivation to solve problems.

Nice To Haves

Working knowledge of the beverage or food manufacturing industry.
Prior customer service experience in a manufacturing or production environment.

Responsibilities

Receive and action incoming calls and emails from customers and sales personnel in a timely and appropriate manner.
Oversee successful delivery on more than 100 orders per month.
Address customer concerns and inquiries about orders, samples, product information, pricing, inventory availability, and dispatch dates.
Complete required documentation and accurately update JDE with contract forecasts.
Provide production personnel with necessary order and shipping information and documentation.
Provide customers with technical documents and tracking details, and offer the Customer Portal option where applicable.
Develop a general understanding of the food, beverage, and flavor and fragrance industries.
Develop basic knowledge of Treatt’s core product offerings and how to offer them to applicable customers.
Maintain customer files and documentation accurately.
Prepare internal reports as directed by the Customer Care Manager.
Liaise routinely with RC Treatt personnel and Treatt USA departments, including sales, lab, shipping, and production, to support quality customer service.
Act in Treatt USA’s best interest and in accordance with company policies, values, and health and safety policies.
Perform other assigned and customary duties.