Customer Support Specialist

Job Summary:

The Customer Support Specialist is responsible for the oversight of NWF internal activities in the service of NewlyWeds Foods’ key customers. This role involves managing various customer requests and coordinating with internal departments including Sales, purchasing, and production planning to ensure customer needs are met effectively.

Essential Functions:

• Effectively receives, processes and monitors customer orders from inception to delivery while working and communicating with numerous NWF departments (production, shipping, purchasing, R&D, transportation, sales, pricing, quality and regulatory departments). Ensures current and future needs and issues are addressed to customers’ satisfaction in a timely manner.


• McCain Foods Support:

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  • Utilize the McCain SAP system to extract and process orders for entry into NWF’s system.
  
  
  • Monitor and update orders regularly based on changes to McCain’s production plans and NWF plant capacity.
  
  
  • Collaborate with NWF Operations and McCain Purchasing to ensure product availability.
  
  
  • Oversee order fulfillment and transportation to McCain facilities, ensuring timely delivery and proactive communication.
  
  
  • Maintain daily interaction with McCain personnel and coordinate closely with NWF Sales to meet all customer expectations.
  
  

• Manage day-to-day relationships with direct customer contacts and work closely with NWF Sales to manage overall customer requirements.


• Utilizes conflict resolution and problem-solving skills to respond to customer inquiries and concerns in a courteous and accurate manner. Identify root causes, analyze data, and implement effective solutions.


• Directly involved in the creation/implementation/monitoring of programs that enhance our service level, minimize customer complaints, and provide resolutions to customer issues.


• Perform other duties or special projects as assigned by the Customer Service Manager as needed to meet key customer requirements

Required Knowledge and Experience:

• Minimum of five years’ Customer Service experience. (Food Manufacturing is a plus).


• Strong communication (written and oral) skills are required.


• Strong analytical, reasoning, time management and project management skills.


• General knowledge of Adobe applications, Microsoft 0ffice and Lotus Notes is necessary.


• Ability to coordinate multiple tasks in a fast-paced atmosphere with sense of urgency. Strong organizational skills required.

Work Environment:

General Office Setting

Salary Range:

$63,079 - $103,463 per year