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Customer Service Rep

Customer Service

 

Location: Fort Worth CSC 

Exemption: Nonexempt 

 

OUR COMPANY:

Ventura Foods is a leading global manufacturer of branded and custom food products that can be found at national and regional restaurants, hospitals and universities, movie theatres and major retailers in the U.S. and in more than 60 countries. At 15 manufacturing sites across North America, Ventura Foods creates dressings and sauces, mayonnaises, margarines, and oils that help our customers create great-tasting flavors with high-quality ingredients. Those same high-quality ingredients go into our own set of branded products, such as: Marie’s® dressings, LouAna® oils, Dean’s® dips and Gold n’ Soft® spreads. Our company is headquartered in Brea, California with operations across the U.S, Canada, Mexico, the Philippines and Singapore. Regardless of your role, function or location, at Ventura Foods, you'll be part of a supportive team dedicated to helping our customers delight their customers.

Position Summary:

Educate customers and develop their use of Ventura Foods’ customer service policies while developing positive customer relations at the customer service point of contact. Act as liaison for the customer to Sales and Operations.

Major Duties and Responsibilities:

  • Enter orders into order entry system received daily making sure all team orders are input by the close of business. Notify customers of any shortages prior to delivery and back order if necessary. Keep customer aware of any problems and/or concerns regarding pickup and delivery date changes prior to ship date. Assist traffic department with eliminating any detention charges incurred at customers' facilities by contacting customer for resolution. Review daily edit list for pricing, order quantities and input accuracy for all previous days' orders
  • Provide assistance to customers and brokers on inquiries regarding deliveries, product availability, discontinued and possible replacement products and/or all special pricing that may be in effect. Retrieve information from AS400 and Data Tracker programs to assist Regional Sales Managers (RSMs) in achieving their sales goals
  • Issue Return Product Authorization (RPA) forms and follow up for validity and promptness. Track RPA forms to ensure product has been picked up at customer's facility if Ventura Foods is arranging freight and verify that product has been returned when customer is returning freight
  • Resolve all customer complaints within area of responsibility. Update customer, broker and RSMs on all complaints, verifying any samples being returned to QA for analysis. Verify with QA all findings on quality issues and with Operations on all shortages/overages. Report all findings to the RSM, broker and customer. All complaints are to be closed out within 48 hours of receipt from customer
  • Assist in the sale of slow moving or aging product(s). Work with RSMs in determining elimination of SKUs and discuss replacement options if needed. Periodically set up ride along with RSM to customers’ facilities to meet customers. May attend and work trade shows as necessary
  • Enter and maintain all pricing information, including all contracts, on all customers' accounts within area of responsibility. Keep updated and accurate pricing files. Verify all pricing information with Regional Sales Managers, Business Development Managers and brokers to ensure accuracy of all orders entered
  • Weekly maintenance and updates for a large volume of customer profiles, making changes to profiles to ensure integrity of the information for any user. On new accounts, set up new customers and new onboarding procedures, along with developing new profiles. For new and existing accounts, ensure all information provided to TMS program is current and accurate for the most cost efficient shipping possibilities
  • Maintain excellent working relationships with Operations, Quality Assurance, Information Technology, Shipping, Logistics and Sales Departments along with all other Ventura Foods’ offices and Customer Service Departments
  • Keep Regional Sales Manager and brokers apprised of any pertinent shifts in customers' ordering patterns or changes that occur on their accounts. Enter and track big event forms for changes in order patterns for their area of responsibility. Ensure that all customer paperwork is filed in a timely fashion and maintained for all team members to utilize. Keep updated file system with critical customer information on each customer's account, rotating as needed
  • Other duties as assigned

Education and Experience:

  • High School Diploma/GED or equivalent
  • 1-3 years of customer service experience

Knowledge and Skills:

  • Must have good business etiquette and prior computer experience
  • Must have good organizational skills and be able to work within deadline constraints 
  • Must have good communication skills and be proficient in all customer service systems
  • Ability to learn and maintain knowledge of customer base, products, fundamental pricing techniques and customer service standards in relation to the needs of the job

 

Ventura Foods is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.


Nearest Major Market: Fort Worth
Nearest Secondary Market: Dallas

Job Segment: Customer Service Representative, Business Development, Mid-Range, Customer Service, Sales, Technology