Customer service Account Representative

Job Summary

We are seeking a dynamic and detail-oriented Account Representative to join our production team.

Job Duties and Expectation:

Reports to the Customer Services and Exports Supervisor

2. General Objectives/ Purpose of Position:

Receives and processes sales orders. Tracks and provide order status information as needed. Sends standard regulatory documents as requested. Establishes a good relationship with customers.

3. Significant Responsibilities

• Communicates with customers and take orders via phone, e-mail and EDI Systems.​​​​​​ Reviews and prioritizes incoming orders. Checks inventory (i.e. different packagesize availability); consolidates if necessary. Presents orders to Product Managers for pricing and inventory availability. Enters all sales orders and contract orders into Process Ware ERP System. Sends order confirmation via fax, e-mail or EDI system within 24 hours of order receipt. Scan all orders and pertinent info/emails into IMS-21. Send orders to contract manufacturers (ex. Boyd Coffee & FruitSmart) when necessary. Receive and send shipping documents to shipping Department so that these orders can be invoiced. Provides shipment tracking info to customers when requested. Apprises Account Managers, Product Managers and Senior Management of any problems in meeting customer requirements. Processes customers’ requests for samples, RMA (Return Material Authorization) and Regulatory paperwork (i.e. Specifications, Material Safety Data Sheets, Certificates of Analysis, Kosher Certificates, Natural Certificates). Fills out and assigns CAPA form for all customer complaints/rejections. Follows up on backorders and sample approvals. Maintains customer master file and customer master product files (customer item relationship) in Process Ware.​​​ Assists on special projects. Support all activities concerning to HACCP, Food Safety, GMPs and FSMA as required. At Excellentia International, we take food safety and quality seriously. Each employee plays a crucial part in upholding these standards. We expect all employees to actively engage in maintaining a safe and hygienic work environment, adhering to all food safety protocols, and reporting any concerns or incidents promptly. Your commitment to these principles is essential to ensuring the integrity and reputation of our products. Training and support will be provided to empower you to fulfill this responsibility effectively.
• Performs other duties as required.

4. Liaisons with other departments

• Sales Purchasing Production Shipping/Receiving Logistics Regulatory Quality Control Accounting Export

5. Authority

Not applicable.

6. Working Conditions and Special Requirements

Standard office conditions.

7. Job Specifications

• Team-oriented Strong communication, organizational and problem solving skills. Knowledge of Microsoft Word, Microsoft Excel, Outlook and Order Processing Systems. Prior customer service experience Able to operate basic office equipment: calculator, fax, copy machine, phone General knowledge of Flavor and Fragrance Industry preferred. High School diploma required; Bachelor’s Degree preferred

Pay: $26.00 - $35.00 per hour

Benefits:

• Health insurance

Work Location: In person

Salary : $26 - $35