Customer Support Specialist

Job Description

TITLE:
Customer Support Specialist

Location:
Whitemarsh, MD

REPORTS TO:
Customer Support Team Lead

Ingredion Incorporated is in search of a Customer Support Specialist, who will enthusiastically serve as a critical point of contact with Ingredion’s customer base, from the initial placement of orders for products through their delivery. This position aligns with logistics and is not a call center. This role partners with colleagues in Logistics, Quality, Sales, Program Management, and Order Coordination to capture information and resolve customer problems, all while ensuring high levels of satisfaction and customer retention.

Individuals who work in this position develop a knowledgebase which can lead to new opportunities or a rotation into other areas of the organization, such as Logistics, Sales, Supply Chain, or Quality.

• Process customer orders for ingredient products, address questions, resolve issues, and respond to inquiries.
• Participate in the after-hours program for the department
• Ensure the accuracy of order data and act as the expert for the order processing flow (system and processes). Compute mathematical calculations related to order processing, delivery times, and freight as necessary
• Maintain up to date files according to the standard operating procedure. Ensure copies of orders and return orders are given to appropriate partners
• Ensure all customer complaints are tracked according to department and company procedures
• Demonstrated ability to work two or more of Ingredion’s product lines and customer categories to provide valuable information to the customer
• Knowledgeable of nuances within multiple business segments
• Seek to purposefully identify issues, consider alternative solutions, and take corrective action to resolve problems. Provide support/service to the client as well as communicating status to all parties involved
• Utilize company databases to ensure procedures are followed, provide accurate information, and update documents as necessary
• Prioritize tasks accurately and in a timely manner
• Collaborate with and support team members. Participate in group problem solving and team activities
• Recommend and implement process improvements
• Serve as a liaison between external customers and internal functions to ensure customer satisfaction

• Care First – Contribute to an environment that enables the wellbeing of our people and customers
• Be Preferred - Ability to adapt to changing circumstances and resolve problems in a fast-paced environment, successfully coordinate and handle multiple tasks/activities simultaneously
• Everyone Belongs – Embrace diversity and proactively foster an inclusive work environment where each person is valued and feels inspired to contribute their best
• Innovate Boldly - Identify and implement process improvements within the team. Willingness to pursue a Lean Six Sigma or Lean Specialist certification. Strong detail orientation and business/math acumen, including ability to think critically, analyze problems, and advocate for fact-based solutions
• Owner’s Mindset – Takes personal responsibility to anticipate challenges, proactively search for opportunities, and make decisions that are in the best interest of the company

• 2-6 years of experience preferred.
• Bachelor’s Degree preferred.
• SAP, Salesforce, and EDI experience required.
• Execute on fundamental tasks such as order entry, resolving customer complaints, problem solving etc.

Relocation Available?
NO

Job Grade: D

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion,…