The customer service function is a key part of Innophos organization. Serving as the face to the customer, the customer service function is responsible for driving customer satisfaction through proactive communication and engagement with both internal and external customers throughout the entire order-to-cash process.

The primary purpose of the Lead CSR role is twofold. First, the Lead CSR performs the customer service representative role for 5-6 key accounts. In this role, the Lead CSR is the main customer contact, focusing on order management through the entire lifecycle of the customer order – from order receipt and entry to product delivery and invoicing. The Lead CSR is also responsible for proactive issue resolution for their managed accounts; addressing issues related to product availability, customer returns and complaints, and credit or pricing together with the appropriate Innophos internal functions (Supply Chain, Finance, Sales, etc). Secondly the Lead CSR will lead the local customer service team. Leadership of the customer service team includes both people and processes. The lead is responsible for ensuring that the order-to-cash processes conform to global standards, that KPI s are defined and measured against concrete goals, and that the based CS representatives understand the department s goals and objectives, and perform accordingly.

Key Responsibilities

Responsibilities as Customer Service Representative (60%)

• Serve as primary contact for key customers. Proactively communicate via phone and e-mail. Maintain customer data, notes, and templates in the Innophos ERP system (JDE)
• Receive, enter, track and manage customer orders using the Innophos ERP system (JDE)
• Coordinate shipments with production planning, plants and warehouses to ensure that inventory is appropriately committed to orders
• Facilitate on time shipment and delivery of customer orders. Coordinate with warehouses, plants, and external logistics partners as necessary to resolve any shipment related issues
• Initiate resolution of customer complaints by entering into Innophos complaint tracking system (ETQ). Investigate and resolve customer complaints originating in the CS department
• Obtain approvals and follow through on customer returns, associated credit memos and price overrides

Responsibilities as Customer Service Team Lead (40%)

• Provide leadership to a CSR team of five; setting goals and managing performance
• Define, measure, and track Customer Service department KPI s
• Serve as Order-To-Cash (OTC) process owner. Identify areas for continuous improvement; propose changes and gain approval/alignment from management, document, and implement. Drive OTC processes toward global standards
• Perform HR administrative duties related to based customer service employees including annual goal planning and performance review, compensation planning, and HR related issue resolution

Required Education and Experience

• College degree required
• 5 or more years of customer service experience

Required Knowledge, Skills and Abilities

• Demonstrated leadership skills
• Excellent computer skills (MS Office, interface applications); advanced knowledge of ERP system functionality (JD Edwards Enterprise One preferred). Knowledge of and experience with business intelligence tools a plus.
• Knowledge of best practices in the Order-To-Cash process workflow; experience implementing business process improvement
• Effective verbal and written communication skills; ability to be articulate, diplomatic and professional
• Bilingual, Spanish preferred
• Ability to work effectively in a fast paced environment; remaining focused, flexible and detail oriented
• Capability to project a professional presence with external and internal customers

About Innophos

Innophos is a leading international producer of specialty ingredient solutions that deliver far-reaching, versatile benefits for the food, health, nutrition and industrial markets. We leverage our expertise in the science and technology of blending and formulating phosphate, mineral and botanical based ingredients for our customers.

Our people are the heart of our organization and the foundation of our success. We are driven by our core values of safety, diversity, integrity and collaboration.

Headquartered in Cranbury, New Jersey, Innophos has manufacturing operations across the United States, in Canada, Mexico and China and sells into over 70 countries.