Customer Service Specialist
About The Position
The Customer Service Specialist demonstrates a strong customer-centric mindset and independently manages strategic or advanced customer portfolios. In this role, you will execute customer-facing activities across the end-to-end order management process, including ownership of order-related issues and dispute resolution. You will handle moderately complex to complex order and dispute issues, proactively identify and mitigate risks, and work closely with cross-functional partners to deliver consistent and reliable outcomes. This role expands on traditional customer service responsibilities by incorporating greater ownership of issue resolution and enhanced coordination across teams. You will partner collaboratively with Commercial, Finance, Supply Chain, and other functions to support the execution of customer care strategy and ensure processes remain aligned and streamlined across customer segments. The role requires the ability to manage ambiguity, communicate clearly with stakeholders, and maintain accountability for outcomes while appropriately escalating more complex or high-risk issues. This role offers strong visibility and the opportunity to take on meaningful ownership, contributing to improvements in how work is executed across customer service and complaint resolution processes.
Requirements
- Bachelor’s degree in a related field or equivalent experience
- Minimum of two years of customer service, order management, or dispute resolution experience
- Experience navigating complex systems and tools
Nice To Haves
- Experience in B2B customer-facing roles
- Finance or accounting proficiency
- Experience with customer service order and case management processes and tools
- SAP and Salesforce experience
- Experience in Protein, Starches Sweeteners & Texturizers, Cocoa and Chocolate, Oils, or Salt
Responsibilities
- Execute customer-facing activities across the end-to-end customer service process, including coordination with order management and dispute resolution.
- Independently resolve moderately complex to complex claims, disputes, and related issues with limited supervision.
- Proactively identify, assess, and mitigate risks related to claims, disputes, and customer financial exposure through continuous improvement of processes.
- Support the execution of customer service strategy to ensure consistent and streamlined service across customer segments
- Partner collaboratively with Commercial, Collections, Finance, and other cross-functional teams to resolve claims, disputes, and customer issues.
- Perform root cause analysis on recurring claims, disputes, and incidents to identify trends and support process improvements.
- Communicate clearly with customers and internal stakeholders regarding issue status, resolution progress, and potential impacts.
- Act as an escalation point for ambiguously defined claims, disputes, and customer issues while ensuring timely resolution.
- Identify opportunities to improve service delivery, reduce disputes, and mitigate financial and customer risk.
- Coach and mentor less-experienced team members and support overall team effectiveness.
- Independently solve moderately complex issues while escalating more complex or high-risk concerns to appropriate stakeholders.
Benefits
- medical and/or other benefits dependent on the position offered and hours worked
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
