Location: All cities,PA, USA
**Customer Support Specialist**
**Department:** Trade Marketing & Forecasting **Location:** Conestoga, PA
**Position Summary**
The Customer Support Specialist is responsible for all incoming customer orders for grocery and channels warehouse business (DTR) for assigned accounts ensuring compliance in ordering policies. This individual should provide superior customer service by communicating in a professional manner with sales managers, customers and brokers.
**Essential Job Functions**
* Ensure timely response on customer inquiries both internally and externally
* Work with Supply Chain Coordinators establishing and ensuring product availability for complete customer orders
* Ensure orders invoiced correctly, address pricing issues prior to order shipment
* Review Sales Order Not Invoiced report daily. Ensure orders that have left the facility are processed and invoiced (ship confirmation) daily.
* Coordinate and track customer returns (RMAs); ensure that all returns are recorded and received on time
* Ensure accurate set up of customer information in supply chain systems
* Work with distribution on scheduling customer deliveries. Trace key account customer orders ensuring on-time delivery.
* Provide daily/weekly reporting to management on sales volume and order fulfillment rates; research and provide explanations on shortages to all stakeholders
* Subject Matter Expert on assigned key account promotional activity working with Sales Managers and Supply Chain to ensure customer demand is met on-time and complete
* Communicate unusual spikes in demand to operations planners (ice cream/drinks)
* Provide monthly Customer Score Card (measuring but not limited to on-time and complete fulfillment) for assigned key accounts
* Perform all duties within Good Manufacturing Practice (GMP) regulations and safety guidelines
* Demonstrate knowledge of continuous improvement and lean methodology
* Work effectively with department and cross-functional teams to define and implement process improvements that provide value to the customer
* Follow established programs, policies and practices to produce safe, quality foods that meet regulatory and company requirements
* Support the development, implementation, maintenance, and ongoing improvement of the SQF Systems
* Must be able to perform the essential functions of this position with or without reasonable accommodation
**Minimum Position Qualifications/Education**
* Must be at least 18 years of age
* High School diploma or GED
* Experience in customer service and data management
* Excellent oral/written communication
* Proficient at Microsoft Office skills
* Reasoning ability and mathematical concept skills
**Desired Previous Job Experience**
* 2-4 Year Degree
**Potential Career Path from this position:**
* Trade Marketing Analyst
* DSD Customer Service Supervisor
* DSD Merchandising Supervisor
* Sales Planning & Promotion Coordinator