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Customer and Sales Service Specialist HQ FG - Boise, United States - Simplot
Description
The J.R. Simplot Company is a diverse, privately held global food and agriculture company headquartered in Boise, Idaho. We are a true farm-to-table company with an integrated portfolio including food processing and food brands, phosphate mining, fertilizer manufacturing, farming, ranching and cattle production, and other enterprises related to agriculture.
Summary
The Customer Sales Support Specialist (CSS Specialist) is an extension of the Simplot sales force in identifying and delivering the best possible service and product solutions for the customer. They are responsible for managing customer needs and information to drive sales into the business. This includes creating exceptional buying experiences and their expertise results in best-in-class customer relationship management, reduced churn, improved customer retention and a positive brand image for Simplot.
Under limited supervision, this position serves as the Customer Account subject matter expert in areas which may include: overseeing order lifecycle, inventory validation, risk report, critical stock and product substitutions, out of stock, product knowledge, pricing errors, and issue resolution.
The CSS Specialist role requires daily customer interactions via phone, email, social media, or chat applications that are time sensitive and critical to the front end of the business and customer experience. They are required to have strong product knowledge and an ability to efficiently interact with customers to understand their buying journeys and pain points. This allows them to effectively troubleshoot, make independent decisions for strategic product substitutions and act as a consultant for issues around product, pricing, scheduling, and shipping.
In addition to day-to-day Customer Sales Support activities, they will be expected to oversee more complex work processes and be an active participant in value add project work that may include training Customer Sales Support Associates, documenting policies/procedures, cross-functional or department process improvements, customer analytics and reports, and executing department initiatives. The schedule for this role is Monday-Friday 7am-5pm at our HQ office in Boise, ID.
Key Responsibilities
Typical Education
Relevant Experience
1+ years related experience and/or training
Required Certifications
Other Information
• Accountable for interfacing with production planning, scheduling, deployment, transportation and warehouse personnel to ensure inventory availability to meet current and projected customers needs.
• Answers product and distribution inquiries from sales, brokers and customers. Provides communication link between sales and distribution to facilitate prompt response. Promotes electronic processing whenever possible.
• Identify, track and resolve customer shipment and distribution related problems. Responsible for accurately resolving deductions, short payments, and re-bills to final resolution and/or repayment.
• Communicates with customers, sales, brokers and buying groups on all issues related to bill backs, rebates, DPP, local marketing programs, and monthly volume reimbursement programs
• Knowledge of JDE and Microsoft Office Suite; foodservice pricing, rebate, & chargeback processes (helpful).
• Understanding of the pricing and deduction management system and possess solid knowledge of the financial system to track payments and access ledger inquiries (helpful).
• The incumbent must also be able to process moderately complex data and present it to the customer in an understandable format.
• This position requires a basic knowledge of accounting principles with the ability to balance accounts.
• Must have strong Microsoft Office skills (Word, Excel, Outlook).
• Must provide prompt responses, follow standard procedures, be detail-oriented, and work effectively with Simplot sales/broker teams.
• Must also be able to prioritize tasks, communicate clearly and precisely, and analyze situations and provide alternative solutions.
• Incumbents at this level resolve most questions and problems and refer only the most complex issues to higher levels.
Job Requisition ID: 18776
Travel Required: None
Location(s): Simplot Headquarters - Boise
Country: United States
**The J.R. Simplot Company is proud to be an Equal Opportunity Employer and will consider all qualified applicants for employment without regard to race, color, religion, national origin, ancestry, age, sex, gender, gender identity, gender expression, genetic information, physical or mental disability, medical condition, sexual orientation, military or veteran status, marital status, or any other protected status. **
