Company Overview:

IRCA is a leading international provider of semi-finished ingredients for the bakery, pastry and gelato markets, serving independent producers as well as large food manufacturers (e.g. CPG). Core products include chocolate, chocolate decorations, creams, pastry mixes, gelato ingredients, and other bakery / pastry ingredients.

The Company, headquartered in Italy, was acquired by Advent International, the global Private Equity firm, in July 2022, and has a strong track record of growth over the last decade.

Thanks to the recent acquisitions of important players in the belonging market, IRCA is becoming a global leader in the semi-finished ingredients industry, with 22 manufacturing facilities in Europe, US and Vietnam and a combined €1 billion of revenues.

About the role:

An experienced, passionate, and professional individual, with the ability to operate in a dynamic environment.

The Customer Care Specialist acts as the key contact between the customer and the company and will always be responsive to customer’s requirements, (both internal and external) and resolve customer queries quickly and will direct their efforts to maximize the customer experience.

We value courage, ownership, inclusiveness, open-mindedness, and an enterprising spirit through success.

Key responsibilities

- Maintain professional, timely and effective communication with our customers.

- Responsible for all aspects of account administration, account queries and commercial support

- Manage customer orders and requests in line with company procedures and propose improvements to procedures and processes, where possible, to improve efficiency and effectiveness.

- Resolve service issues where possible by clarifying customer complaints, determining cause and seeking solutions and seeking support and escalating appropriately to Lead / Supervisor / Manager

- Develop and maintain strong relationships with all customers by effectively managing customer accounts.

- Maintain up-to-date knowledge of products, customers, processes.

- Build strong relationships with the rest of the supply chain and all departments including the commercial team, work effectively with your manager to improve the service to the customer.

- Support the gathering of information to assist the implementation of improvements.

- Remain fully flexible to meet business requirements and demands.

Aptitudes required for this role.

- Excellent communication and interpersonal skills with a strong customer orientation

- The ability to integrate and work effectively with others in a changing environment.

- Ability to multi-task, prioritize and manage time effectively.

- High level of attention to detail, strong organizational, analytical, problem solving and administrative skills

- An experienced team player

- A strong desire for continuous learning and a desire to grow professionally.

Competencies (Defines the competencies required to succeed in the role)

Adaptability: Easily adjusting to changing circumstances. Keeping up with moving priorities, projects, customers and technology. Responding quickly to changing ideas, responsibilities, expectations, trends and other processes. 

Applied Learning: Assimilating and applying new job-related information in a timely manner.

Building Trust: Interacting with others in a way that gives them confidence in one’s intentions and those of the organization.

Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message

Managing work/time management: Effectively managing one’s time and resources to ensure work is completed efficiently.

Technical/Professional Knowledge: Having achieved a satisfactory level of technical and professional skill or knowledge in position relation areas; keeping up with current development and trends in area of expertise.

Tenacity: Staying with a position or plan of action until the desired objective is obtained.

Personal Attributes:

Challenging Work: Working on tasks requiring effort and commitment.

Continuous Learning: Increasing knowledge and skill when circumstances call for additional learning.

Details: Working on tasks requiring great attention to detail, ability to multitask.

Responsibility/Accountability: Receiving responsibility/accountability for completing tasks that might place heavy demands on one’s time and involvement.

Task Variety: Working on several different tasks or projects.

Flexible with a ‘can do’ attitude: Can work well on your own and as part of a team to meet and overcome challenges.

Qualifications and skills

- A Level Qualification or equivalent.

- Export process skills and experience.

- ERP knowledge: SAP / INFOR

- A CRM knowledge would be appreciated (Sales Force)

- Excellent communication and interpersonal skills

- Strong Excel Skills, knowledge and experience.

- The ability to integrate and work effectively with others in a changing environment.

- High level of attention to detail and strong organisational, analytical, problem solving and administrative skills

- A second language would be desirable but not essential.

- A strong desire for continuous learning and a desire to grow professionally.

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