Customer Care Lead

Job Posting

Snackruptors Inc. is a renowned leader in the cracker manufacturing industry, recognized globally for delivering exceptional quality products. Our diverse workforce reflects our commitment to creating an inclusive workplace where every individual is valued. Driven by a shared passion for excellence and innovation, we continuously enhance our cutting-edge production processes and foster a collaborative, results-driven culture.

The Customer Care Lead is responsible for delivering an exceptional customer experience by serving as the primary point of contact for customer inquiries, order support, and issue resolution. This role ensures customers receive timely, accurate, and professional service across all touchpoints, while building strong relationships and promoting confidence in the company’s responsiveness and reliability.

The role combines customer advocacy, order management, Inventory oversight and cross-functional coordination to ensure customer needs are understood, communicated clearly, and resolved efficiently. The Customer Care Lead is expected to provide proactive support, resolve concerns with empathy and urgency, and create a seamless service experience that strengthens customer satisfaction and loyalty.

The associate’s primary functions and responsibilities are as follows:

• Serve as the main point of contact for customers, providing a high level of service through prompt, professional, and solution-oriented communication.
• Respond to customer inquiries via email, chat, and calls, ensuring questions and concerns are handled accurately, courteously, and within established service level expectations.
• Take ownership of customer issues from start to finish, coordinating with internal teams as needed and following up to ensure timely and satisfactory resolution.
• Build strong customer relationships by understanding customer needs, demonstrating empathy, and delivering a positive service experience in every interaction.
• Process all Sales Orders within 24 hours, ensuring accuracy, compliance with company procedures, and timely ERP updates.
• Verify EDI orders through the portal or manually enter email orders into the ERP system with a high level of accuracy and attention to detail.
• Support customers with order placement, order changes, rescheduling requests, and all related order management activities.
• Communicate clearly with customers regarding inventory availability, product changes, packaging issues, new launches, and order status updates.
• Monitor finished good inventory levels to ensure appropriate coverage across all locations.
• Flag at-risk aging inventory for internal review.
• Execute inter-site inventory rebalancing as required.
• Work closely with Production Planning, Material Planning, Sales, and other internal departments to ensure customer requests are addressed efficiently and orders are fulfilled on time.
• Analyze shipped versus ordered volumes to help ensure customer expectations are met and service disruptions are minimized.
• Lead customer follow-up activities, including weekly touchpoints and ongoing communication to maintain satisfaction and trust.
• Support after-sales service activities by helping customers with inventory solutions, aged inventory discussions, and reporting needs.
• Provide customers with requested reports and relevant information in a timely and professional manner.
• Promote a one-stop-shop customer service approach by simplifying communication for the customer and ensuring accountability for follow-through.
• Identify recurring customer concerns and recommend improvements to processes, communication, and service delivery.
• Assist in onboarding and training Customer Care Representatives, with a strong focus on customer service standards, communication skills, and responsiveness.
• Monitor time and attendance and ensure compliance with Company procedures.
• Perform various administrative duties as assigned.
• Perform other assigned duties
• Follow Health and Safety rules and regulations.
• Must follow Good Manufacturing Practices, Food Safety, and Food Defense guidelines.
• Comply with all Company policies and procedures.

• High school diploma or general education required;
  Bachelor’s degree preferred.
• Proven customer service experience preferred, ideally in an order management, customer support, or account coordination environment.
• Strong verbal and written communication skills with the ability to communicate professionally and effectively with customers and internal teams.
• Demonstrated ability to provide excellent customer service with empathy, patience, and a problem-solving mindset.
• Strong interpersonal skills and the ability to build positive relationships with customers.
• Excellent organizational skills and attention to detail.
• Proficient in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint, with the ability to create and manage documents, spreadsheets, email communications, and presentations effectively.
• Ability to manage multiple…