Customer Service Representative

About TRI-KCelebrating our 50th anniversary this year, TRI-K Industries, Inc. has been a leading provider of sustainable specialty ingredients since 1974. Our mission is to inspire consumer brands and enable their success by delivering differentiating technologies, prioritizing product efficacy and sustainability. Motivated by our core values of Empathy, Curiosity, and Excellence, our customers and partners get the attention, agility, and innovation they need to be successful in the marketplace. We specialize in proteins, including amino acids and natural peptides, modern preservatives, and multi-active, multi-functional ingredient solutions. Our in-house development team continually pioneers new materials, differentiating our customers' brands. We strive to amplify consumers' voices within our organization, ensuring we bring relevant offerings and innovations to the market.Role PurposeProcess incoming customer orders/sample orders, prepare freight quotes, address inquiries, follow up on shipments and orders, follow up on prepayments and assist with problem resolution. Supports Sales, Accounting, and other departments in achieving superior customer satisfaction for maximum growth.Position Reports toCustomer Experience ManagerPositions Reporting to this PositionnoneRole ObjectivesReceives and processes sales orders and sample orders received by telephone or electronic services in an efficient and expedient mannerPrepares, forwards, and retains order acknowledgementsEnters and maintains customer information and "special pricing" databaseRoute orders via customer's preferred method, direct routing, indirect routing, portal entry etc.Invoice shipments and send shipping documents to the customer in a timely manner.Process credit card paymentsResponds to general inquiries from management, customers, and sales representatives related to orders, products, literature, shipping and delivery, pricing, availability, packaging, and ETA'sWorks closely with sales representatives to be proactive in meeting customer needs and keeping them informed of all activities associated with their accountsCollaborates closely with Supply Chain, Manufacturing and Accounting to ensure seamless execution of on time order fulfillmentAdheres to departmental service level agreements and responds to customers within 24 hoursRecommends additional sales to meet minimum orders or identifies opportunities to offer alternate sizes when applicable.Proactively monitors and keeps customers and sales advised of shipment dates, production schedules, delivery datesAssists shipping with efforts to maintain quality service by maintaining updated shipping and packaging requirementsPrepares and runs KPI reports and performs special projects as requestedSupports team members and serves as back up to absorb workload of other team members when they are outResearches and responds to customer complaints in accordance with our CAPA policy and procedures.Assists in quarterly and annual auditsWrites and maintains SOP's pertaining to specific job dutiesRequirements:To perform the job successfully, an individual should demonstrate the following competencies:Demonstrates attention to detailIdentifies and resolves problems in a timely mannerMaintains confidentialityWrites clearly and informativelyUnderstands business implications of decisionsCompletes tasks correctly and on timeShows adaptability by changing approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.Shows judgment and planning ability by using time efficientlyReacts well under pressureDemonstrates accuracy and thoroughnessMaintains a pleasant, professional demeanor when dealing with customersQualifications:High School Diploma or equivalent; Associate's Degree preferredTwo years related experience or relevant trainingBilingual in Spanish and English a plusAbility to calculate figures and amounts such as discounts, interest, commissions, percentages.Microsoft Office (Excel, Work, Power Point, and Teams) and working knowledge of Navision, SAP or equivalent MRP systems a plus.We offer a competitive compensation package including:• Medical• Dental• 401 (K)• Vision• Paid Time Off• Life Insurance• In addition to other programs and plansTRI-K Industries is an equal opportunity employer and we celebrate and value diversity in our workforce. Hiring decisions are based on qualifications, merit, and business needs.

Created: 2024-11-07