Customer Service Assoicate at Griffith Foods

Griffith Foods is the caring, creative product development partner helping food companies meet the evolving needs of consumers while sustaining the planet. As a family business founded in 1919 and headquartered in Alsip, Illinois USA, Griffith Foods is known for true, collaborative innovation guided by their Purpose of “We Blend Care and Creativity to Nourish the World”. The company’s product capabilities range from seasonings and marinades to coating systems and sauces that are better for people and better for the planet. For more information, visit www.griffithfoods.com.

1)Purpose of the Position

This role will be the first point of contact for internal and external customers. Responsible for supporting all customer related queries across all communication channels. This role focuses on providing day to day support to the local India facility.

2) Major Duties & Responsibilities

Focus areas will be on:
MIS, Reporting, Sales order creation, Payment follow up, Resolving customer queries/ complaints, Sales Coordination, Order Management, sharing invoices, Dispatch follow up etc.

3) Job Responsibilities:

Generate & share required reports for MIS on daily, weekly & monthly basis including reports from DMS & SFA and also reports for other functions
Maintain safety stock by monitoring current inventory vs. norms/forecast given by sales team.
Should have expertise in MS Excel (Pivot table, Vlookup, Hlookup, Graphs, Macro, Formula etc) and MS PowerPoint.
Prepare all the reports required by the management
Monitors demand and analyses data to anticipate future supply and logistical needs
Updating the confidential information of the company as and when needed
Data analytics and MIS for operational activities to assist in the strategic achievement of operational goals and efficiencies within the function.
Good Analytical Skills
Adhering to timelines is a must for this role
Ability to analyse date, derive meaningful insights from data, and present it to the sales team/Management
Participate in the S&OP meetings to ensure smooth & accurate flow of information between the front end & support functions
Would be expected to share daily, weekly, and monthly sales trends
Analyses daily inventory and supply levels to anticipate inventory problems and shortages.
Coordinate between R&D and sales/customers for timely availability of samples
Respond to customer inquiries across all communication channels.
Keep up to date with offered products and provide accurate answers to questions related to product features, pricing, and availability.
Work closely with internal stakeholders to meet customers' needs and resolve all issues.
Help resolve product returns requests.
Work closely with the Sales team to monitor and ensure the orders are placed on time for timely dispatch.
Resolve customer complaint as per the defined SLA.
Process schemes/claims settlement/disbursement from finance team as per the timeline.
Ensure prompt resolution of customer queries/ complaints, recall of rejected goods, stock transfer and replenishments immediately basis stock availability.
Work closely with the QA team to identify gaps in the product and reasons for order rejection and share timely feedback with the customers.

4) Scope:

Monitoring and involve in dispatch planning daily, for establishing quality & quantity limits for effective inventory control, both at warehouse and at client end.
Periodically coordinate with the transporter for timely stock delivery
Coordination with the production planning team for timely dispatches.

5) Problem Solving/Decision Making:

• Demonstrate conflict resolution, negotiation, and de- escalation skills.

• Interpersonal skills and the ability to work well with people at all levels.

• Attention to detail and a well-organized approach to work.

• The ability to prioritize work and to work well under pressure.

• Shall have excellent commutation skill.

• Shall be a self-starter, motivated to take initiatives

5) Working Relationships:

Reporting to Manager- Customer Service

6) Qualification and Experience:

• Degree in Commerce, Finance, Business Management or equivalent by accreditation and experience.

• A minimum of 3 years’ experience in similar position or responsibilities.

• Excellent command of English is a must.

• Organized, analytical, detail-oriented and customer focused

• Able to multi-task

• Analytical Skills and highly proficient in MS Tool like Excel,Powerpoint,Word etc., and ERP Knowledge

• Good understanding of the Operational process

8) Competencies

Competency List

Creating New & Different: Strategic Mindset
Understanding the Business: Customer Focus
Understanding the Business: Financial Acumen
Focusing on Performance: Drives Results; Ensures Accountability
Influencing People: Drives Engagement
Being Flexible and Adaptable: Situational Adaptability
Managing Execution: Plans and Aligns
Optimizing Diverse Talent: Builds Effective Teams
Being Authentic: Courage

Customer Service Assoicate

Job Description

1)Purpose of the Position

This role will be the first point of contact for internal and external customers. Responsible for supporting all customer related queries across all communication channels. This role focuses on providing day to day support to the local India facility.

2) Major Duties & Responsibilities

Focus areas will be on:

MIS, Reporting, Sales order creation, Payment follow up, Resolving customer queries/ complaints, Sales Coordination, Order Management, sharing invoices, Dispatch follow up etc.

3) Job Responsibilities:

Generate & share required reports for MIS on daily, weekly & monthly basis including reports from DMS & SFA and also reports for other functions

Maintain safety stock by monitoring current inventory vs. norms/forecast given by sales team.

Should have expertise in MS Excel (Pivot table, Vlookup, Hlookup, Graphs, Macro, Formula etc) and MS PowerPoint.

Prepare all the reports required by the management

Monitors demand and analyses data to anticipate future supply and logistical needs

Updating the confidential information of the company as and when needed

Data analytics and MIS for operational activities to assist in the strategic achievement of operational goals and efficiencies within the function.

Good Analytical Skills

Adhering to timelines is a must for this role

Ability to analyse date, derive meaningful insights from data, and present it to the sales team/Management

Participate in the S&OP meetings to ensure smooth & accurate flow of information between the front end & support functions

Would be expected to share daily, weekly, and monthly sales trends

Analyses daily inventory and supply levels to anticipate inventory problems and shortages.

Coordinate between R&D and sales/customers for timely availability of samples

Respond to customer inquiries across all communication channels.

Keep up to date with offered products and provide accurate answers to questions related to product features, pricing, and availability.

Work closely with internal stakeholders to meet customers' needs and resolve all issues.

Help resolve product returns requests.

Work closely with the Sales team to monitor and ensure the orders are placed on time for timely dispatch.

Resolve customer complaint as per the defined SLA.

Process schemes/claims settlement/disbursement from finance team as per the timeline.

Ensure prompt resolution of customer queries/ complaints, recall of rejected goods, stock transfer and replenishments immediately basis stock availability.

Work closely with the QA team to identify gaps in the product and reasons for order rejection and share timely feedback with the customers.

4) Scope:

Monitoring and involve in dispatch planning daily, for establishing quality & quantity limits for effective inventory control, both at warehouse and at client end.

Periodically coordinate with the transporter for timely stock delivery

Coordination with the production planning team for timely dispatches.

5) Problem Solving/Decision Making:

• Demonstrate conflict resolution, negotiation, and de- escalation skills.

• Interpersonal skills and the ability to work well with people at all levels.

• Attention to detail and a well-organized approach to work.

• The ability to prioritize work and to work well under pressure.

• Shall have excellent commutation skill.

• Shall be a self-starter, motivated to take initiatives

5) Working Relationships:

Reporting to Manager- Customer Service

6) Qualification and Experience:

• Degree in Commerce, Finance, Business Management or equivalent by accreditation and experience.

• A minimum of 3 years’ experience in similar position or responsibilities.

• Excellent command of English is a must.

• Organized, analytical, detail-oriented and customer focused

• Able to multi-task

• Analytical Skills and highly proficient in MS Tool like Excel,Powerpoint,Word etc., and ERP Knowledge

• Good understanding of the Operational process

8) Competencies

Competency List

Creating New & Different: Strategic Mindset

Understanding the Business: Customer Focus

Understanding the Business: Financial Acumen

Focusing on Performance: Drives Results; Ensures Accountability

Influencing People: Drives Engagement

Being Flexible and Adaptable: Situational Adaptability

Managing Execution: Plans and Aligns

Optimizing Diverse Talent: Builds Effective Teams

Being Authentic: Courage

See Your Match Score

More jobs at Griffith Foods

More jobs at Griffith Foods