Customer Excellence Coordinator

About Zentis:

Zentis is Europe's number one fruit processing company and one of the leading brand manufacturers of jams, sweets and custard-based desserts. The Company's North American operations are located in Philadelphia, Pennsylvania and Plymouth, Indiana, where we produce fruit and dairy preparations for a variety of customers including yogurt, ice cream and bakery manufacturers.

Job Summary:

The Customer Service role serves as a key liaison between customers and internal departments, ensuring seamless communication, operational execution, and customer satisfaction across all stages of the business relationship. This position supports forecasting, pricing, regulatory compliance, project coordination, order management, and issue resolution while partnering closely with Sales, Supply Chain, Quality, Purchasing, Planning, Accounting, and Operations. Responsibilities include managing customer requests, monitoring demand trends, coordinating product trials and launches, maintaining pricing and financial documentation, resolving claims and invoicing issues, and supporting the sales team. The role also drives proactive communication related to product discontinuations, plant shutdowns, seasonal items, and project status updates. Success in this role requires strong organizational skills, cross-functional collaboration, attention to detail, and the ability to manage multiple priorities in a fast-paced customer-focused environment.

Key Responsibilities:

Serve as the primary customer contact for order support, account setup, pricing communication, project coordination, presentations, and day-to-day issue resolution while ensuring timely, professional communication across all customer-facing activities. Monitor forecasts, demand trends, trials, launches, and seasonal programs while coordinating with Supply Chain, Planning, Purchasing, and Sales to proactively manage risks, customer expectations, and operational alignment. Support regulatory documentation, product discontinuation processes, quality notifications, and master data accuracy to ensure customer compliance requirements and internal documentation standards are consistently maintained. Manage pricing records, invoice and credit requests, claims coordination, payment follow-up, and cost models, while resolving discrepancies and supporting accurate financial and administrative processes.

Role Requirements:

2 + years Customer Service experience. SAP or other sophisticated ERP system experience Excel experience strongly preferred Acts as the customer contact regarding pricing, scheduling, sampling, shipping etc. Provides information to Purchasing on customer trends to ensure adequate inventory of finished goods and raw materials. Telemarket customers as assigned to receive projections, qualify leads etc. Act as an extension of the direct sales force. Ensure that customer requests for product information i.e. specifications, price, safety data sheets etc. are answered. Communicate requests to appropriate internal channels. Process special request from customers i.e. off-scheduling pricing, packaging variation, pre-shipment analysis etc. Coordinate and distribute customer complaints and product returns. Attend trade shows, sales meetings and seminars as needed. Maintain accurate customer master price files. Adhere to all departmental and health and safety policies and procedures EOE/M/F/H/V