Customer Service Coordinator

Griffith Foods es un fabricante global de productos alimenticios. Proporcionamos una amplia gama de componentes de sabor y textura para clientes de la industria alimentaria de todo el mundo.  Nuestros productos incluyen mezclas de condimentos, mezclas secas, sistemas de recubrimiento, mezclas de masas, migas, sabores, salsas y bases alimentarias que se utilizan en una amplia variedad de aplicaciones, desde aperitivos, carne y pollo procesados hasta platos preparados. Entre nuestros clientes se encuentran procesadores de alimentos, operadores de restaurantes y minoristas de comestibles.  Aunque nuestro nombre puede no ser familiar para los consumidores, nuestros productos son componentes clave de los alimentos ofrecidos por muchas de las empresas más reconocidas del mundo.

Position: Customer Service Coordinator

Location: Monterrey, Nuevo León

Summary:

• Team Lead of Customer Service Team. Provides frontline support to Stategic Customers throughout the sales cycle, from order reception and processing to the delivery of requested products, assuring a sustainable service level (95% OTIF).

Major duties & Responsibilities:

• Supervises and guides the Customer Service Representatives
• Training and support to the CS Team
• Builds and cultivates relationships with customers.
• Promotes meetings with other areas in order to solve problems.
• Maintains regular communication with sales and customers and carries out order-entry process.
• Coordinates and follows up on sales orders, along with other departments (planning, production, procurement, logistics, warehousing, quality and sales) to meet required delivery dates.
• Resolves sales and customers' inquiries and supports them in emergency situations.
• Identifies out or in rule orders according to the decision grid for the CS department.
• Promotes customers' adherence to supply agreements and inventory policies (MTS, MTO, MTO-E, MOQ).
• Negotiates lead time for sales orders, with customers or internally.
• Negotiates, monitors and communicates order status to internal and external customers.
• Receives, processes and monitors customer complaints and/ or material rejections.
• Requests inter-plant transfers of allocated finished goods on a timely basis.
• Generates and analyzes service level reports of his/her own accounts.
• Participates in root cause analysis for any problem or event, and for all the missed orders.
• Coordinates, along with sales and finance, the release of accounts on credit hold.

Knowledge and Experience:

• Bachelor’s degree in Administrative Areas.
• 3 years of experience in customer service, planning, procurement, or sales areas as Team Leader.
• Experience in the food industry is highly preferred.
• Handling an extensive portfolio of products
• Managing a high volume of purchase orders
• Fully bilingual.