Customer Support Specialist

Ingredion Incorporated•White Marsh, MD

4d•$58,700 - $78,300•Onsite

About The Position

Ingredion Incorporated is in search of a Customer Support Specialist, who will enthusiastically serve as a critical point of contact with Ingredion’s customer base, from the initial placement of orders for products through their delivery. This position aligns with logistics and is not a call center. This role partners with colleagues in Logistics, Quality, Sales, Program Management, and Order Coordination to capture information and resolve customer problems, all while ensuring high levels of satisfaction and customer retention. Individuals who work in this position develop a knowledgebase which can lead to new opportunities or a rotation into other areas of the organization, such as Logistics, Sales, Supply Chain, or Quality.

Requirements

SAP, Salesforce, and EDI experience required.
Execute on fundamental tasks such as order entry, resolving customer complaints, problem solving etc.

Nice To Haves

2-6 years of experience preferred.
Bachelor’s Degree preferred.
Willingness to pursue a Lean Six Sigma or Lean Specialist certification.
Strong detail orientation and business/math acumen, including ability to think critically, analyze problems, and advocate for fact-based solutions

Responsibilities

Process customer orders for ingredient products, address questions, resolve issues, and respond to inquiries.
Participate in the after-hours program for the department
Ensure the accuracy of order data and act as the expert for the order processing flow (system and processes). Compute mathematical calculations related to order processing, delivery times, and freight as necessary
Maintain up to date files according to the standard operating procedure. Ensure copies of orders and return orders are given to appropriate partners
Ensure all customer complaints are tracked according to department and company procedures
Demonstrated ability to work two or more of Ingredion’s product lines and customer categories to provide valuable information to the customer
Knowledgeable of nuances within multiple business segments
Seek to purposefully identify issues, consider alternative solutions, and take corrective action to resolve problems. Provide support/service to the client as well as communicating status to all parties involved
Utilize company databases to ensure procedures are followed, provide accurate information, and update documents as necessary
Prioritize tasks accurately and in a timely manner
Collaborate with and support team members. Participate in group problem solving and team activities
Recommend and implement process improvements
Serve as a liaison between external customers and internal functions to ensure customer satisfaction