Sr. Customer Service Specialist

The ASR Group® family of companies make up the world’s largest refiner and marketer of cane sugar. The companies produce a full line of grocery, industrial, food service and specialty sweetener products. Across North America, ASR Group® companies operate five sugar refineries, located in California, Maryland, Louisiana, Canada and Mexico. In Europe, ASR Group® companies operate sugar refineries in the United Kingdom, Portugal, and, with a joint venture partner, Italy.

The companies also farm sugarcane and own sugar mills in Mexico and Belize. The ASR Group® portfolio includes the leading brands Domino®, C&H®, Florida Crystals®, Redpath®, Tate & Lyle®, Lyle's®, Sidul® and Whitworths®. ASR Group® companies also produce and market Tellus®, a single-use, compostable tableware and food service product made from plant fibers, including sugarcane.

The Sr. Customer Service Specialist is a tenured Customer Service professional who supports team initiatives through upholding the organization Vision & Strategy while exemplifying professionalism in all aspects of their role. As a Sr. Customer Service Specialist, you are the main point of contact for customer orders, inquiries and you assist our customers by being a liaison between Customer Service, Sales and Supply Chain to enter orders or respond to inquiries per our assigned Key Performance Metrics and communicates Service Level Agreements.

Normal lead time orders must be entered within 8 hours and inquiries must be responded to within 1 hour and resolved in less than 2 hours, when the resolution in within our teams’ control. Additionally, as a Sr CSS, you are expected to collaborate and proactively track and trace and communicate the flow of orders and information to customers. You will use resources available to ensure full understanding and visibility of any past, current and future risk to customer supply.

The Sr CSS ensures customer satisfaction by implementing corrective actions to mitigate these risks and effectively communicate with the customer through to resolution on a first in first out basis.

• Effectively manage the manual, EDI and Esker order capture process to service all customers across all channels in line with an agreed Customer Service Policy and contracts in place.
  • Accurately process customer orders or inquiries/change requests within 1 hour of receipt
  • Effectively work in a fast pace team environment where customers rely on our accurate and timely responses to their needs
  • Work across the end to end supply chain accurately use customer contracts and meet our business requirements
  • Proactively track order status and notify customer of delays as requested by Supervisors
  • Processes Customer Complaints and Returns according to our policies
  • Drives to improve the % automated order capture or inquiry response as available
• Efficiently manage of incoming service requests in line with an agreed Customer Service Policy via ESKER, email, phone and in person.
  • Analyze data and respond to customer questions in a timely manner, with urgency in 1 hour or less
  • Provide pro‑active support in ensuring customer deadlines/expectations are met
  • Resolution of key customer inquiries around order to cash including working with Distribution, Sales, Supply Chain and Finance to seek resolution.
  • Educate and enforce the company rules of supply chain such as lead times, Minimum Order Quantities, product information, delivery & pick up dates, etc.
• Establish a strong and professional communicate with internal and external customers, and internal colleagues from other parts of the business on a daily basis in person, via phone and email to ensure customers’ expectations are effectively communicated and met
• Strong focus on high quality work including, “right first time” order entry and / or inquiry responses
• Escalate challenges or concerns from customers to the CS Manager/ CS Supervisor when needed for immediate customer service resolution
• Additional responsibilities to support the development and growth of the US Customer Service team, including effective and timely upfront processing of Customer Complaints
• Team oriented attitude to assist and…