Customer Service and Logistics Specialist 2
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Lenexa, KS 66219
Hostess Brands, LLC, is a large packaged food company focused on developing, manufacturing, marketing, selling and distributing fresh baked sweet goods in the United States such as Ding Dongs®, Ho Hos®, Donettes® and Fruit Pies, in addition to Twinkies®, CupCakes, Voortman’s Cookies and Wafers.
The Customer Service Specialist 2 is responsible for the management and maintenance of customer accounts throughout the customer ordering process. A Customer Service Specialist utilizes customer service/sales skills and abilities such as the utilization of soft skills, expressing empathy, and expressing a willingness to help and take ownership to adapt to customer situations and maintain high customer service satisfaction and loyalty. A Customer Service Specialist ensures the product supply flow is conducted in a manner that is consistent with client’s expectations. Duties may include customer/sales data collection and maintenance, process implementation, and other miscellaneous process improvement support roles. A Customer Service Specialist must demonstrate proficiency throughout the customer service cycle, in order entry, with Microsoft applications, communication, leadership, knowledge sharing and problem solving. This position works in a high profile, high customer service contact area, requires a high level of organization and the ability to analyze information objectively.
The Customer Service Specialist 2 will be proficient in the following areas, growing towards expertise:
+ Transportation Management System (BluJay)
+ Astute / EPC (Customer Relationship Mgmt System)
+ Customer Specific needs/requirements
+ MS Excel (Beginner, growing towards intermediate)
+ Email etiquette and professionalism
In addition to the functions and accountabilities listed later, the Customer Service Specialist 2 may focus on the following tasks:
+ Samples order management
+ Weekly Order Tracking spreadsheet(s)
+ Load Note transfers
Key Functions and Accountabilities:
+ Handle inbound customer service/sales calls in a professional manner providing a positive customer service experience within company guidelines. Escalating to supervision/management as appropriate.
+ Respond to internal and external customer issues and complaints in an efficient and timely manner and within the departmental objective of first contact resolution.
+ Assist in managing customer retention activities by serving as liaison between customer and internal and external sales and supply chain partners to ensure customer needs are being met.
+ Entering customer orders and maintaining customer information in company database(s).
+ Scheduling, monitoring and tracking product shipments from inception to final customer delivery.
+ Serve as key contact in resolving delivery issues, deductions, returns, and minimum order quantities.
+ Practice excellent customer and other applicable internal and external partner communications.
+ Analyzing data, root cause analysis and process improvement recommendations with a focus on eliminating root causes of recurring issues leading to lower business costs and/or improved customer service.
+ Perform additional departmental tasks as needed to meet departmental goals
+ High School Diploma or its equivalent. Additional college preferred, but not required.
+ Maintain an even temperament with customers in all situations and be able to perform duties under stress and tight deadlines.
+ Minimum of one year customer service and/or related education/experience.
+ Ability to work weekends and/or overtime as required (based on business need).
+ Proficient in computers and Microsoft applications including Word, Excel, Explorer, and Outlook.
+ Excellent written and verbal communication skills.
+ Advanced typing and ten-key skills.
+ High level of organization and the ability to multi-task.
+ Knowledge of common concepts, practices, and procedures within the manufacturing and supply chain/transportation industry desirable.
External Company Name: Hostess Brands, Inc.
External Company URL: http://www.hostessbrands.com/
Street: 7905 Quivira RD