Customer Service Specialist

General Purpose:

The Customer Experience team focuses on end-to-end oversight of our order to cash processes that interact with and influence our customers experience. The team monitors, reports, responds to, and identifies opportunities to improve the customer experience.

Duties and Responsibilities:

• Serves as a liaison with internal teams such as plant, distribution, marketing, sales, customer requests for information, pricing, account management, billing, finance, etc.
• Ensures that gaps in the customer experience, regardless of where they occur in the journey, are corrected.
• Escalates issues to appropriate parties to ensure needed corrections and a seamless customer experience.
• Collects, tracks, and analyzes customer feedback and suggests improvements based on insights gathered. Communicates findings to internal stakeholders as applicable.
• Maintains positive relationships with internal stakeholders to ensure timely and effective delivery of information to customers.
• Responds to customer satisfaction inquiries, providing information on product lines, general dairy information, or company info.
• Maintains customer satisfaction database by entering call information and assisting in the preparation of monthly call reports.
• Performs ad hoc customer service tasks as needed, including identifying and correcting order-to-cash errors, assisting with DFA audits, generating customer-specific reports, blind confirms, and manual invoicing.

Qualifications

Required Minimum Qualifications:

• Completion of an associates level college program in Business Administration, Accounting, or a related field.
• 3-4 years of customer service, accounts receivable, or accounts payable experience is a plus.
• Or 1-2 years of internal Kemps experience in business services roles such as customer service, accounts receivable, or accounts payable.

Necessary Knowledge, Skills, and Abilities:

• Accuracy and attention to detail.
• Customer service orientation.
• Solution-based mentality "Make it Better" approach.
• Ability to thrive in a changing environment.
• Enjoys resolving conflicts and dealing with challenging situations.
• Effective planning and organizational skills to accomplish tasks efficiently.
• Ability to prioritize multiple competing tasks while maintaining high-quality work.
• Proficiency in MS Office.