Customer Service Coordinator II

REPORTING RELATIONSHIPS:

This position reports directly to the Corporate Customer Service Manager.

PRINCIPAL OBJECTIVE:

Under direct supervision, is responsible for providing customer service and sales support for customers, field sales staff, merchandising staff and supply contract vendors. This individual will be responsible for receiving and entering orders into the Company ERP system and other applicable systems as well as communicating the orders and delivery expectations to the responsible facility, trucking company, or internal staff. Coordination and distribution of commodities, co-products, and manufactured feeds within the region. Work with management and staff to establish export opportunities with affiliate companies and external customers.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Provide service and assistance to customers and field sales personnel to ensure orders are placed properly, orders are received by manufacturing facilities, and communicate the delivery times to customers and appropriate McNess staff.
• In conjunction with the Logistics Manager and Customer Service Coordinators, develop supply points, logistics providers and transload centers, to build and document an export program to grow sales not only to our sister companies but also to outside customers.
• Review customer orders and validate the information is accurate and appropriate volume discount exceptions are applied along with communicating with field sales personnel to obtain proper product discounts. Perform price maintenance to customer orders.
• Enter and process bulk, custom and regular orders into SAP and communicate the order information to the facilities.
• Work closely with the facilities, the technical services group, and supply chain management group on new product that is ordered and validate the product can be manufactured and is setup for purchase/sale in SAP.
• Assist in the coordination and distribution of commodities, co-products, premix, and manufactured feeds for the Region.
• Initiate regular customer contact, determine delivery requirements, new sales opportunities, and set up schedules accordingly. Coordinate customer contact with assigned field personnel.
• Communicate with suppliers, mills, truckers, and railways as required, to ensure that each delivery arrives at the farm on schedule.
• Maintain regular communication with supply sources that minimize the costs getting product to market.
• Receive and record sales orders from customers and sales personnel.
• When errors occur at any point in the ordering or delivery of product occurs, communicate with the customer, field sales staff, and appropriate internal staff to resolve the issue and meet the customer’s request.
• Keep management informed of any recurring problems that need to be rectified and update with current supply/demand projections.
• Responsible for inventory management of assigned contract supply points.
• Assist with entering of daily purchases into system and communicate relevant information with staff.
• Complete and mail sales and purchase contracts promptly.
• Discuss credit hold problems with customers and field sales staff and direct them to the appropriate credit representative.
• Confirm and process rebate agreements following company policy.
• Provide support to other regional functions as required when colleagues are absent due to vacation or illness.
• Participate in Company meetings in a sales and merchandising capacity as required.
• Maintain contact with customers in relation to their existing and potential volume of business.
• Keep a pulse on competitive activity and communicate appropriately within the group.
• Participate in industry tradeshows and associations as is reasonable.
• Submit required cycle reports, expense accounts, etc., as dictated by Company guidelines.
• Perform other work-related tasks as requested or required.

MINIMUM QUALIFICATIONS:

• Be able to succeed within and adhere to the culture of the Furst-McNess Company.
• Ability to perform essential job functions with or without accommodation.
• Education equivalent to an associate degree from an accredited college or equivalent work experience.
• Proficient in the use of all office equipment.
• Working knowledge of computers and Microsoft Office products.
• Ability to read, write, and speak English.
• Achievement oriented; commitment to learning; innovation.
• Customer service oriented.
• Display a commitment to improve performance in current position as well as future development.
• Entrepreneurial.
• Good communication skills, both oral and written, and is capable of utilizing these skills within all levels of the Company as well as externally.
• Ability to provide outstanding customer service to all associates and management staff, showing a sense of urgency relative to solving problems, performing assigned tasks, employee concerns, etc.
• Ability to effectively organize work schedules and manage multiple assignments by utilizing time management skills to ensure day-to-day assignments and special projects are completed within guidelines agreed upon.
• Ability to work as an effective team member within the commodity department and company, as a whole. Willingness to pitch in and do work that may not be a specific part of the job description for the overall good of the department and company.
• Ability to be flexible and be willing to change along with recommending changes that can enhance our ability to serve both internal and external customers more effectively and in a professional manner. Respect other peoples’ points of view and able to take constructive criticism.