POSITION SUMMARY

This position will be responsible for receiving customer concerns from internal and external customers, reviewing data to ensure all required details are captured before entry into a CRM System, work with our Customer Quality Assurance team provide timely responses to customer concerns. This position will also process all customer sample orders, work with warehouse teams to ensure all samples are shipped. Position works closely with Sales, Supply Chain, and customer personnel to ensure accuracy and ease of transactions, while continually improving process efficiency. As a Customer Care Coordinator, your primary duties will involve the handling and resolution of customer complaints, enhancing customer relationships, maintaining detailed customer correspondences, and creating comprehensive reports on complaint trends. You will work closely within a team setting, liaising between customers and our organization, ensuring the highest standard of customer satisfaction.

DUTIES AND RESPONSIBILITIES

Order Processing (Including accessing customer portals): Manage customer concerns and sample requests. Receive and process customer complaints and sample requests, ensuring that information is accurate, and properly documented. Manage customer concerns, sample requests, monitor customer buying habits and communicate any major changes to customer and sales. Other Work closely with customer service, MFI Food Safety and Quality, and sales to ensure consistent communication and resolution of issues. Communicate problems or concerns to managers on an as-needed basis with recommendations on how to resolve. Other duties as assigned.

EDUCATION AND EXPERIENCE REQUIRED

Excellent communication skills, both verbal and written. Strong listening skills to understand customer concerns. Proficiency in customer relationship management (CRM) systems. Bachelor's degree preferred or equivalent work experience. Computer proficiency - SAP and Microsoft Office, experience with Excel preferred. Strong communication skills, ability to think proactively and to make decisions independently and able to work with little or no supervision. Ability to manage multiple responsibilities and demands in a fast-paced, time-sensitive work environment. Comfortable with and able to manage conflict. Strong problem-solving skills and commitment to superior service delivery. Strong teamwork skills including cross functional collaboration with the ability to develop/sustain long-term business relationships. Ability to leverage Continuous Improvement to identify and execute process improvement opportunities. The above statements are intended to describe the general nature of the work and may not include all the duties associated with this position.