Customer Support Specialist

Bay State Milling Company•Winona, MN

4d•$22 - $24

About The Position

The Customer Support Specialist coordinates customer account information among sales, mill operations as assigned, transportation, and corporate office functions. The role provides customer service by accurately processing orders and ensuring product delivery as requested, while complying with legal and regulatory requirements and company policies and maintaining safety, quality, and productivity. This position involves a high-energy, high-output work environment and teamwork, with frequent customer, sales, mill office, and production personnel contact. The specialist provides day-to-day administrative support to the sales group and serves as a liaison between field sales, territory sales, and internal operations. The role processes customer contracts and orders, supports existing contracts, coordinates orders with mill schedules and shipping capacity, communicates changes and relevant order developments, and helps resolve issues involving product availability, shortages, invoicing, rejections, and shipments. It also maintains customer information and related records, reports, and documentation. The position is primarily handled on one shift, with extra hours as needed. The work environment typically has a moderate noise level. Employees must follow company safety policies and food safety, security, and quality requirements, including training on and adherence to the company's FDA Current Good Manufacturing Practices.

Requirements

High school diploma with one or more years of related experience and/or training.
Ability to type and use computer programs, including word processing, spreadsheet applications, email, and an order-entry system.
Proficiency in Microsoft Word, Excel, PowerPoint, and Windows applications.
Familiarity with modern office equipment, including copiers, computers, phones, and fax machines.
Ability to function in a team environment and interact with all levels of the organization.
Ability to speak, read, write, and comprehend instructions and documentation in English.
Ability to perform arithmetic with whole numbers, common fractions, and decimals, and compute rates and percentages.
Ability to analyze and interpret business, professional, technical, or regulatory materials and follow written, oral, diagrammatic, or schedule-based instructions.
Ability to review processes and determine approaches or solutions that improve efficiency in the role.
Team-building skills and the ability to work independently and cooperatively across functions.
Dependability, including following through on tasks with minimum supervision, following instructions and procedures, meeting deadlines, and observing company rules.
Strong relationship-building skills focused on customer support, communication, and teamwork.
Ability to meet the physical requirements of the job, including regularly sitting, using hands to finger, handle, or feel objects, tools, or controls, and talking or hearing; close vision, distance vision, and ability to adjust focus are required.
Willingness to cooperate with peers, maintain effective working relationships, respect others' opinions, and follow company policies, procedures, and work rules.

Nice To Haves

Bilingual ability is preferred.

Responsibilities

Provide day-to-day administration and support for the sales group and act as a liaison among field sales, territory sales, and internal operations.
Call for and process spot contracts, Wheat Flour orders, and Seeds & Grains orders in a timely and efficient manner; position orders in the mill schedule as appropriate and confirm achievable ship or delivery dates to customers.
Support existing contracts, including rollovers, cancellations, contract balance maintenance, and related databases and reports.
Coordinate with the Customer and Sales Support Manager and, when appropriate, the Sales Representative, sharing developments relevant to orders and flour contract positions.
Notify customers in advance of changes in product, volume, or delivery schedules.
Create, document, and manage customer CERTs, Returns, and Rebills.
Coordinate customer needs with shipping capacity and promptly follow up on inquiries and problems related to product availability, shortages, and invoicing.
Communicate documents to customers for orders requiring special documentation or processing.
Update and maintain customer contact information in AX for Sales Order Confirmations, BOLs, and Traffic demographics.
Work with the Customer and Sales Support Manager and Sales Representative to process information about customer rejections and problem shipments into appropriate reports, databases, and email communications.
Support Logistics as needed, including notifying customers of changes in product, volume, or delivery schedules.
Communicate customer contract balances by phone, fax, or email at intervals based on customer needs.
Back up the Customer and Sales Support Manager as needed.
Perform other related duties as required and assigned.
Work safely and efficiently, report injuries and safety concerns, and follow company safety policies.
Follow company food safety, security, and quality requirements, including applicable FDA Current Good Manufacturing Practices.