Job title: Senior Customer Service Representative B2B
Reporting to: Customer Service Manager
Location: Lakeland, USA
The Opportunity
The Senior Customer Service Representative delivers exceptional support and service to both external and internal customers on a global scale. Primary responsibilities encompass responding to customer inquiries worldwide, covering orders, samples, technical documents, complaints, product information, pricing, inventory, and dispatch dates. Duties include, but are not limited to, processing customer orders and requests via email, providing production personnel with necessary order information, maintaining customer files in the JDE database, and actively participating in customer calls and meetings. This role demands a high level of collaboration and problem-solving skills. Initiative is crucial for developing plans to enhance workflows and effectively communicating these plans to all related sales agents for an assigned list of top-tier accounts. Professionalism and holistic business acumen are essential. The position actively supports the Treatt sales team, contributes to Treatt’s commercial goals, and fulfills the general requirements of our esteemed customers.
What it’s like to work here
We’ve been making the world taste better since 1886 and sell over 3000 products in more than 90 countries, but we’re only just getting started. We’re on an exciting journey and have ambitious plans to become the indispensable partner of choice for the world’s leading flavor and fragrance houses, beverage and consumer brands.
On joining Treatt, you’ll become one of over 300 international experts, working together to collectively surprise and delight our customers. Nothing is more important to us than the happiness of our people as without them, we’d never succeed.
Duties & Responsibilities
• Respond promptly, within 24 hours, to incoming calls and emails from customers and sales personnel, prioritizing tasks as needed.
• Oversee successful delivery on 100+ orders per month.
• Address customer concerns and inquiries regarding orders, samples, product information, pricing, and inventory availability, lead times, and process improvements
• Provide customers with technical documents and tracking details, utilizing the Customer Portal option when applicable.
• Update account details using CRM platform.
• Assist with after-care efforts, addressing customer complaints and corrective/preventative actions.
• Identify areas for enhanced customer service levels and communicate suggestions to business development managers, inside sales reps, and customers on modifying work processes for improved efficiencies and overall better service.
• Attend onsite or teleconference customer visits as needed to foster relationships.
• Collaborate on establishing globally relevant and sustainable service practices, ensuring business continuity for our top-tier customers.
• Demonstrate strong problem-solving skills and a can-do attitude when handling difficult or unexpected situations in the workplace.
• Proficient in all relevant software and MRP systems, recognized as a subject matter expert.
• Demonstrate exceptional time management skills, thrive in a fast-paced environment, and adeptly handle multiple priorities simultaneously, delegating to other departments when necessary.
• Act as a mentor to junior commercial roles, providing training as needed.
• Develop a comprehensive understanding of the food, beverage, and flavor & fragrance industries, and discern how trends impact our customers' needs.
• Attain a basic knowledge of Treatt’s core product offerings and effectively communicate them to applicable customers.
• Maintain customer files and various forms of documentation accurately.
• Prepare and present internal reports as directed by the Customer Care Manager.
• Support project initiatives, including testing and providing rollout instructions.
• Regularly collaborate with RC Treatt personnel and other Treatt USA departments, including sales, lab, shipping, and production, to ensure the delivery of quality customer service and support.
• Act in the best interest of Treatt USA at all times and adhere to Treatt Company policies, values, and health and safety policies.
• Maintain and enhance business and customer relations.
• Provide a consistently high standard of customer care to all customers.
• Perform any other duties as assigned and customary.
Skills & Abilities
• Ability to handle multiple tasks and initiatives simultaneously, while working in a fast-paced environment
• Skilled in the use of various spreadsheet, word-processing and database computer software
• Previous exposure to customer online portals and product submission tools
• Must possess leadership qualities, with an ability to influence internal and external stakeholders
• Professional etiquette and decorum, even in difficult or frustrated circumstances
• Ability to devise and propose win-win solutions
Knowledge & Experience
• Excellent phone and customer service skills
• Ability to successfully perform basic math skills including fractions, measurements, additions, subtraction, and conversions.
• Strong understanding of departmental processes
• Strong attention to detail is critical.
• Experience in B2B service required.
• Must manage heavy order intake/entry, account administration tasks, and time-sensitive communication (internal and external)
• Outstanding verbal and written communication skills
• Time management is essential, prioritizing business-critical tasks
• Use of teleconferencing platforms and CRM tools
• Proficiency in Microsoft Office and familiarity with JD Edwards (or MRP software) is required.
Education & Training
• High school diploma or GED and 2-3 years prior Treatt commercial experience required.
• Working knowledge of food/beverage industry is preferred.
Working Conditions
General business office environment with cubicle work areas.
Travel
Minimal
We want you to love your work and bring that energy to the job every day, no matter what the task. You’ll be someone who keeps up to date with the latest technologies and is always willing to share their knowledge with colleagues.
Our department is busy. We need someone who can run with the pack but also bring their own personality to their work.
You should be personable, friendly and supportive, acknowledging that you’ll get to work with colleagues from all seniority levels across all departments on a daily basis.
What we’ll do for you
We offer an excellent package which includes a competitive salary; vacation time as well as the opportunity to purchase additional vacation, we also offer a discretionary annual bonus, medical, dental and vision coverage, AFLAC, 401k employer matching up to 6%, company-paid short term and long term disability insurance, company-paid life insurance and stock purchase options.
With the encouragement and development you need, we help you to become your ultimate you. Beyond building a successful career, we also support the wishes and ambitions of our staff outside of the office in achieving a health work/life balance - the wellbeing of our staff is paramount to us, which we actively promote and support by regularly delivering a variety of wellbeing initiatives. There will also be opportunities to be actively involved in community and charity projects and to take part in numerous subsidised social events.
M/F/D/V EOE DFWP SO
Polite Notice
We politely request that we are not contacted by any recruitment agencies. We have a preferred supplier list and high volumes of speculative calls from agencies negatively impact upon the efficiency of our business. Please help us to maintain the highest levels of customer service by respecting our wishes.