ROLES AND RESPONSIBILITIES:
Creates and manages an exceptional customer journey by guiding and communicating with customers and support team.
Manages efficient domestic and international order processing through email and phone order inquires, ensuring that specific procedures based on order type are leveraged for a successful customer experience.
Collaborates and cross-trains on malting site responsibilities to ensure a high-performing support team that are passionate about serving our internal and external customers.
Partners with internal and external customers, suppliers, and carriers to answer questions on product, shipping, inventory, quality, and overall planning.
Manages the active customer list within the company systems, ensuring the company has accurate records for correspondence, samples, and promotional distribution.
Leads ongoing quality communication by actively communicating with all impacted parties on various issues, such as out of spec products, unexpected stock issues, shipment of wrong products, foreign materials, and damaged shipments.
Manages the logistics planning for intermodal, rail, full truck load (FTL), less than truckload (LTL), and bulk shipments.
Completes all required documentation for domestic and international shipping including requirements by the FDA and CFIA.
Ensures accurate levels of product are shipped according to customer orders and delivery requirements in the most efficient and cost-effective manner, while also ensuring effective internal communication and planning with Customer Service, Warehouse, Operations, and Finance teams.
Acts as the key point of contact for all logistics related issues pertaining to outbound domestic and international shipments by rail, truck, or ocean, which includes transport companies, government agencies, storage facilities, intercompany teams, and suppliers.
Partners with onsite and satellite warehouse contacts to verify malt inventory levels and fulfill replenishment needs.
Manages the commercial side of Dynamics, including sales contracts, bulk logistics, inventory, purchase contracts, record maintenance, and ongoing developer support for enhancements and training.
Creates and distributes weekly, monthly, quarterly, yearly, and ad hoc sales reports, including product analytics, customer trends, regional and international sales trends, inventory, and production planning.
Partners with leadership on annual organic and ISO certifications by providing sales data, invoicing, food recall, and customer communication requirements.
Provides vacation and relief coverage for Customer Service and Logistics team.
Performs other duties and responsibilities as assigned to support the company and operational needs.
MINIMUM EDUCATION & WORK REQUIREMENTS:
High School degree or equivalent required.
3-5+ years of experience in customer service.
3-5+ years of logistics experience, including international shipping.
1 -2+ years of experience with ERP solutions such as Microsoft Dynamics.
Strong computer knowledge/proficiency in Microsoft Office, and advanced Excel skills is preferred.
Ability to travel up to 30%.
KNOWLEDGE, SKILLS, AND ABILITIES:
Demonstrated ability to communicate clearly and professionally both verbally and written to both internal and external customers.
Strong customer-centric focus and takes responsibility for customer follow-through to ensure expectations are exceeded.
Strong problem solver that can identify and resolve problems in a timely manner by gathering and analyzing information skillfully, developing alternative solutions, and using analytical reasoning skills to drive groups to a successful solution.
Strong organizational skills and the ability to adhere to deadlines with reliability and accuracy.
Self-motivated with the ability to work independently and in a team environment, and consistently take a positive and professional approach.
Ability to work well under pressure, successfully navigate ambiguity and succeed in a rapidly changing, fast-paced, often unpredictable environment with multiple competing priorities.
Methodical, detail-oriented, and leads by example in approach to tasks.
Displays a strong work ethic and is committed to seeing tasks through to completion.
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