Customer Service Specialist

General Purpose:

The Customer Experience team focuses on end to end oversight of our order to cash processes that interact and influence our customers experience. The team monitor s, report s , respond s to, and identif ies opportunities to improve the customer experience.

Duties and Responsibilities:

• Serves as a liaison with internal teams such as plant, distribution, marketing, sales, customer requests for information, pricing, account management, billing, finance, etc.
• Ensures that gaps in the customer experience, regardless of where they occur in the journey, are corrected.
• Escalates issues to appropriate parties on needed corrections to ensure the customer has a seamless experience with the company.
• Collects, tracks, and analyzes customer feedback and suggests order to cash improvements based on the insights gathered. Communicates additional findings as applicable to internal stakeholders.
• M aintains positive working relationships with internal stakeholders to ensure that all information is delivered to customers in a n effective and timely manner.
• Responds to customer satisfaction inquiries, providing information on all product lines, general dairy information, or company information.
• Maintains customer satisfaction database by entering call information and assisting in the preparation of monthly call reports.
• Performs ad hoc customer service tasks as needed. Tasks may include identifying and processing corrections when errors occur in the order to cash process, assisting with DFA audits , customer specific reports for internal customers, blind confirms and manual invoicing.

Required Minimum Qualifications:

Education and Experience

• Completion of an Associate s level college program in a job-related field such as Busine ss Administration or Accounting .
• 3-4 years customer service, accounts receivable, or accounts payable experience , a plus.
• Or 1-2 years internal Kemps experience in business services roles such as customer service, accounts receivable, or accounts payable .

Necessary Knowledge, Skills and Abilities

• Accuracy and attention to detail .
• Customer service oriented
• Make it Better solution-based mentality
• Thrives in changing environment
• Enjoys dealing with and helping resolve conflict
• Ability to plan and organize work so that tasks are accomplished efficiently .
• Ability to p rior itize multiple, competing tasks effectively while producing high quality work .
• Proficiency in MS Office .