What are the responsibilities and job description for the Customer Care Coordinator position at Foremost Farms USA?
Position Overview
This position manages the daily operations with the customers of Foremost Farms on the cheese, butter, and ingredients product lines. This role is responsible for ensuring customer needs are addressed cross-functionally within the organization including various teams such as Commercial, Planning, Supply Chain, R&D. The role is the daily contact and interaction point for our customers and champion of the Foremost Farms mission to be a market-led and customer-centric organization.
Key Accountabilities
Ensure information flows in timely and accurate manner between internal and external customers:
Receive, enter, and confirm orders back to customers accurately and timely
Ensuring accurate pricing on customer orders, and working with Pricing Analyst and Finance to ensure all deductions and credits are processed quickly to maintain cash flow targets
Ensuring all quality complaints are entered when received and quick, clear, and accurate resolution is communicated to the customer
Building relationships at all levels of the organization, internally and externally, to ensure collaboration, trust, and transparency especially in difficult situations:
Following up internally and communicating to customers on production and inventory status
Resolving issues that may arise with delayed shipments, order fill rate, etc.
Partner with key cross-functional partners to help them understand our customers’ needs and provided information, documentation, etc. in a timely manner
Working actively with customers on new products, process, and other areas to help ensure volume growth:
Understanding inventory levels and current customers’ demands to provide accurate forecasts back to the organization for our Sales, Inventory and Operational Planning analytics
Regular proactive conversations with customers to understand their business model to help us serve them better
Maintain data integrity and accurate master data:
Shared responsibility to ensure data accuracy within our CRM Platform (Salesforce), in partnership with Sales Account Managers.
Maintaining customer documentation and SOPs in accordance with record retention policies
Confirmation of accurate pricing and review of invoices before going to customers
Maintain visibility for customers and ensure coverage as urgent issues arise
Potential travel up to 25% of the time for customer visits, trade shows, conferences, and plant visits
Weekend rotation required every 3-4 weeks, on-call basis, to ensure customer needs are met for any emergency situations
Strong attention to detail, ability to work on multiple tasks simultaneously, critical thinking and problem-solving skills, team collaboration and service mindset
Other related duties as assigned.
Minimum Qualifications
Associate Degree or some college coursework required
3-5 years of customer service experience
Preferred Qualifications
Bachelor’s degree and customer service experience in a manufacturing environment
Key competencies
Facilitate trusting relationships through effective communication, follow through on commitments, resolving conflicts and recognizing the good work of others.
Demonstrate growth-oriented qualities by asking questions, being curious open-minded, agile, learning from failures and inspiring the same in others.
Demonstrate agility and resilience with open mind, flexibility, and support of others in difficult situations.
Demonstrate self-awareness of strengths and weaknesses and seeking feedback to improve.
Take ownership to move self (and team, if applicable) forward with positive approach intended to exceed expectations and inspire same in others.
Physical Setting
Job Setting: Hybrid, Minimum of two days/week in the corporate office
BENEFITS:
Because you and your family matter, Foremost Farms offers some of the best benefits in the area! Our comprehensive medical plan includes health, vision, dental, and prescription insurance. You can choose to enroll in a single or family plan with low monthly premiums and low annual deductibles ($250/$500). Other benefits include:
- 401(k) with a generous company contribution (100% match on up to 8% deferral)
- Paid time off, starting at 200 hours (25 days)
- 10 Paid holidays
- Paid parental leave (6 weeks paid at 100%)
- Flexible spending accounts – for medical and dependent care (childcare) expenses
- Life and disability insurance
- Option: Get paid everyday with Daily Pay!
- Employee Assistance Program
- Referral program
- Advancement opportunities!
Don’t meet every single requirement? At Foremost Farms we are dedicated to building a diverse and inclusive workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
