Customer Service Specialist

Job Posting

Job Title:                          Customer Service Specialist

Function:                          Operations

Reports to:                      Customer Service Manager

Location:                          Hilbert, WI

Position Type:                 Full-Time, Permanent Non-Exempt

Schedule:                         Mon - Fri 7:30am to 4:30pm – Team Rotations to leave early Fridays

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Are looking for your next new challenge?

We have exciting opportunities available for Customer Service Professional to join our team in Hilbert, WI on a permanent basis.

A DAY IN THE LIFE OF A CUSTOMER SERVICE SPECIALIST

As a Customer Service Specialist you will be required to think on your feet, problem solve and provide quality customer service to internal and external customers. In this role, your key duties will include:

• Responsible for the review and entry of assigned customer orders ensuring all information is complete including delivery date, pricing, shipping method, and payment terms and verifies that all associated paperwork has been collected
• Acknowledge orders via email within 24 hours of receipt of PO# when applicable
• Notify customer of any known order delays and provide updates
• Acts as the point of contact for customer questions including product availability, pricing, product returns, shipment status
• Open/Log customer complaints in Salesforce and drive updates for timely resolution
• Provides the customer with all required shipping documents including Certificate of Analysis and all other system generated documentation
• Completes regular system integrity reviews to ensure accuracy for all customer account information
• Maintain customer contact list
• Interacts with various departments such as Supply Chain Planning, Quality Assurance, Distribution, Sales, Logistics, Warehouse, etc., to ensure customer and company requirements are met
• Ability to effectively act as liaison between sales and production
• Attend meetings and complete safety trainings as required
• Actively contributes to the evaluation and continuous improvement of customer services, policies, and procedures
• Consistently demonstrate professional, positive, and approachable attitude, demeanor and discretion
• Consistently demonstrate Ornua values      
• Perform other duties as assigned

Successful candidates will need to be able to operate within a challenging but rewarding factory environment that is physically demanding and can entail repetitive tasks.

WHAT ARE WE LOOKING FOR?

• Knowledge of order entry methods and techniques. Proven data entry skills.
• Good computer skills including current version of Windows, MS Office (Word, Excel, Outlook, Team), CRM and Dynamics SL
• Experience involving customer contact and resolution of customer difficulties is essential.
• Excellent communications skills and attention to detail in order processing and customer communication.
• The position requires strong problem solving and analytical skills with the ability to work independently and exercise sound judgment
• The ability to make commitments and be willing to be held accountable against them, organizing workloads to meet deadlines
• Exhibit adaptability to accept or bring about change when needed
• The ability to excel in a team environment and advance overall team objectives
• Formulate and clearly communicate ideas to others
• The ability to ensure customer satisfaction by delivering excellence in service
• Ability to work required hours with extended hours if necessary
• Excellent people skills with ability to work with individuals from different disciplines
• Ability to work with and maintain confidentiality of sensitive information.
• Ability to manage multiple priorities with high degree of reliability and adaptability.
• Excellent verbal/written communication skills.
• Strong interpersonal communication, collaboration, and conflict resolution skills.
• Strong time management and organizational skills.

KEY REQUIREMENTS

• High School Diploma or equivalent
• Post secondary education beyond high school preferred
• 1+ years of Sales or Customer Service experience
• Prior experience in manufacturing a plus
• Bilingual Spanish/English a plus
• Occasional Travel to other OINA sites

WHAT WE CAN OFFER IN RETURN

At Ornua Ingredients North America, our Total Rewards package goes far beyond your paycheck. From day one, you’ll have access to a comprehensive benefits offering that includes: Medical, Dental, and Vision coverage, Flexible Spending Accounts (FSA), Life Insurance, Accident, Hospital, and Critical Illness coverage, 401(k) with company matching and 100% immediate vesting, Generous Paid Time Off,20 weeks of Maternity Leave, Parental Leave, Quarterly Incentive Bonus, Career Growth and advance opportunities, and Education Reimbursement.

PHYSICAL DEMANDS

This role requires regular standing, walking, bending, twisting, pushing, pulling, and lifting up to 60 pounds. Employees must be able to perform repetitive motions and safely operate equipment while following all safety and quality procedures.

WORKING ENVIRONMENT

Work is performed in a food manufacturing facility with variable temperatures — cooler warehouse areas and warmer production zones. The environment includes exposure to moving equipment, moderate to loud noise levels, and required use of personal protective equipment (PPE) such as safety shoes, hearing protection, gloves, and hairnets.

COMPANY OVERVIEW

Ornua is a purpose-driven, values-led co-operative creating value for Irish dairy farming families through our global operations. With 10 business units, 16 production facilities, and in-market teams across the world, we operate through two divisions — Ornua Foods, which markets our iconic consumer brands including Kerrygold and Pilgrims Choice, and Ornua Ingredients, which provides innovative, customized dairy ingredient solutions to our customers.

ORNUA VALUES

At Ornua, our Values guide us as we work together and care for each other to achieve great things. Our five values, and their underlying behaviours, encourage us to Seek and Embrace New Ideas, Make It Happen, Be Our True Selves, Show You Care and Achieve Great Things Together.

Ornua has ambitious growth plans and we’re building a team to help enable and accelerate that growth. We are looking for people who share our values, are curious, forward-looking, take ownership and work together to build a future for themselves and Ornua.

Would you like to make an impact? Apply today!

Ornua is an equal opportunity employer.  All qualified applicants will be provided with equal employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or genetic information.  Ornua is committed to providing reasonable accommodations to individuals with disabilities. If you require an accommodation to complete the application or interview process, please contact Ornua People Services at 833-450-2385 or peopleservicesus@ornua.com. 

This employer participates in E-Verify, a federal program that verifies the identity and employment eligibility of all persons hired to work in the United States. As part of the hiring process, information provided on your Form I-9 will be submitted to the E-Verify system.E-Verify compares your information to records maintained by the Department of Homeland Security and the Social Security Administration.
For more information about E-Verify, please visit www.e-verify.gov.