Customer Relations and Technical Support Coordinator
Full Job Description
Job Title: Customer Relations and Technical Support Coordinator
Summary
This position is responsible for maintaining excellent relationship with customers through constant clear and effective communication. Function as a liaison between the customer and Client Sales, and Technical Services Department. Responsible for addressing and documenting customer concerns, complaints and requests for documentation. Update and maintain customer specifications. Enter all relevant data into customer web-based information systems and maintain these systems updated. Support Sales team with technical data regarding product, packaging and labeling specifications including regulatory compliance. Assist in maintaining the ingredient and suppliers documentation files.
Essential Duties and Responsibilities include but not limited to the following:
* Customer Relations
o Maintain excellent working relationship with internal and external customers through constant, effective and timely communication regarding:
Complaints
Product Inquiries
Requests for documents.
Planning Customer audits
o Receive and respond to customer complaints. Coordinate root cause investigation and corrective actions following Rudy's established procedures.
o Maintain Customer Complaint logs and files and issue reports as requested.
o Manage and update database of customers request for documents and support the Technical Services Department supplier and ingredient documentation database including:
Letters of Guarantee
Liability Insurance
HACCP information (only non-proprietary)
3rd party audit reports and results
Certificates of Free Sale (International)
CoA's
Finished Goods specifications
Technical Sheets
Identity Preserved information (Kosher, Halal, Vegan, GMO-Free, Vegan/vegetarian, Gluten-Free, Whole Grain)
Nutrition facts and ingredient declarations
Allergen Information
* Technical Support
o Provide technical support to the sales team as requested
o Write customer specifications based on internal product certifications.
o Assist with the maintenance and update of nutritional information in Genesis software program
o Maintain database and registers of packaging specifications
o Assist the Documentation Specialist in the update and maintenance of Ingredient specifications, data sheets and other documentation
o Participate in customer complaint root-cause investigations and corrective actions
* Other Duties
Support the Technical Services Department as needed
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty at a very high level of professionalism accurately, completely and timely. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
* Bachelor's in food science or Equivalent or
* Associates Degree with more than 5 years' customer relations experience in a Food Safety and Quality environment or
* High School Diploma or equivalent with more than 10 years' experience.
Language Skills
* Excellent written communication skills including the ability to read, write and comprehend complex instructions, short correspondence, memos, presentations, reports, specifications and forms.
* Ability to write full and detailed procedures and manuals.
* Bilingual English and Spanish preferred.
* Excellent verbal communication skills including the ability to present information in one-on-one and small group situations to customers, clients, regulators and coworkers.
Skills
* Mathematical skills including arithmetic, basic algebra and geometry.
* Must understand the current principles and practices of HACCP to the current edition of the Codex Alimentarius Commission Guidelines or to the USA National Advisory Committee on Microbiological Criteria for Foods (NACMCF) Guidelines.
* Detail oriented with excellent organization skills for filing, maintaining and controlling SQF and other Technical Services documentation.
* Proficient in Microsoft Office applications such as Word, Excel, PowerPoint, Visio, and databases. ERP experience preferably with Deacom, SAP, or similar programs.
* Ability to work in a team environment and individually as required.
* Knowledge if Lean - six Sigma is a plus.
Reasoning Ability
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, and diagram or schedule form.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear; taste or smell. The employee must regularly lift and/or move up to fifty (50) pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Summary
This position is responsible for maintaining excellent relationship with customers through constant clear and effective communication. Function as a liaison between the customer and Client Sales, and Technical Services Department. Responsible for addressing and documenting customer concerns, complaints and requests for documentation. Update and maintain customer specifications. Enter all relevant data into customer web-based information systems and maintain these systems updated. Support Sales team with technical data regarding product, packaging and labeling specifications including regulatory compliance. Assist in maintaining the ingredient and suppliers documentation files.
Essential Duties and Responsibilities include but not limited to the following:
* Customer Relations
o Maintain excellent working relationship with internal and external customers through constant, effective and timely communication regarding:
Complaints
Product Inquiries
Requests for documents.
Planning Customer audits
o Receive and respond to customer complaints. Coordinate root cause investigation and corrective actions following Rudy's established procedures.
o Maintain Customer Complaint logs and files and issue reports as requested.
o Manage and update database of customers request for documents and support the Technical Services Department supplier and ingredient documentation database including:
Letters of Guarantee
Liability Insurance
HACCP information (only non-proprietary)
3rd party audit reports and results
Certificates of Free Sale (International)
CoA's
Finished Goods specifications
Technical Sheets
Identity Preserved information (Kosher, Halal, Vegan, GMO-Free, Vegan/vegetarian, Gluten-Free, Whole Grain)
Nutrition facts and ingredient declarations
Allergen Information
* Technical Support
o Provide technical support to the sales team as requested
o Write customer specifications based on internal product certifications.
o Assist with the maintenance and update of nutritional information in Genesis software program
o Maintain database and registers of packaging specifications
o Assist the Documentation Specialist in the update and maintenance of Ingredient specifications, data sheets and other documentation
o Participate in customer complaint root-cause investigations and corrective actions
* Other Duties
Support the Technical Services Department as needed
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty at a very high level of professionalism accurately, completely and timely. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
* Bachelor's in food science or Equivalent or
* Associates Degree with more than 5 years' customer relations experience in a Food Safety and Quality environment or
* High School Diploma or equivalent with more than 10 years' experience.
Language Skills
* Excellent written communication skills including the ability to read, write and comprehend complex instructions, short correspondence, memos, presentations, reports, specifications and forms.
* Ability to write full and detailed procedures and manuals.
* Bilingual English and Spanish preferred.
* Excellent verbal communication skills including the ability to present information in one-on-one and small group situations to customers, clients, regulators and coworkers.
Skills
* Mathematical skills including arithmetic, basic algebra and geometry.
* Must understand the current principles and practices of HACCP to the current edition of the Codex Alimentarius Commission Guidelines or to the USA National Advisory Committee on Microbiological Criteria for Foods (NACMCF) Guidelines.
* Detail oriented with excellent organization skills for filing, maintaining and controlling SQF and other Technical Services documentation.
* Proficient in Microsoft Office applications such as Word, Excel, PowerPoint, Visio, and databases. ERP experience preferably with Deacom, SAP, or similar programs.
* Ability to work in a team environment and individually as required.
* Knowledge if Lean - six Sigma is a plus.
Reasoning Ability
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, and diagram or schedule form.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear; taste or smell. The employee must regularly lift and/or move up to fifty (50) pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Job Information
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