Customer Support Specialist

Title:

Customer Support Specialist

Location:

Westchester

Reports To:

Customer Support Manager

Ingredion is a Fortune 500 provider of ingredient solutions that helps nourish, comfort, sustain, and delight people around the world. Ingredion’s wide range of ingredient solutions is strategically designed to address changing consumer trends and preferences. Our specialty portfolio includes starch-based texturizers, clean and simple ingredients, plant-based proteins, sugar reduction and specialty sweeteners, and food systems. Our innovative ingredient solutions are used by consumers in everyday products, from foods and beverages to paper and pharmaceuticals.

And we do it all in a planet-friendly sustainable manner.

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.

• Building sustainable relationships through open and interactive communications both internally and externally
• Respond and follow up to all customer inquiries within a timely manner to ensure they are receiving a high-level of service
• Understand the customer’s needs and communicate those needs effectively across multiple levels of the organization
• Interact with sales team, customers, colleagues via phone, email, chat and in person
• Collect prompt and accurate customer feedback to resolve issues in an orderly, efficient and timely manner.
• Encourage creative solutions and take initiative to resolve challenges effectively
• Ensure all customer complaints are tracked according to department and company procedures
• Participate in the after-hours program for the department
• Maintain CRM/ERP database, keeping current with all key customer information
• Apply deep knowledge to complete department tasks/projects
• Supervise and train peers and new hires processes and procedures
• Work national and complex accounts
• Demonstrate a growth mindset and take initiative to drive continuous improvement and personal development.
• Guide the team through organizational changes with clarity and empathy
• Ability to operate in multiple business segments and customer categories for assistance in coverage during absences and vacations.

• Contribute to an environment that enables the wellbeing of our people and customers
• Ability to adapt to changing circumstances and resolve problems in a fast-paced environment, successfully coordinate and handle multiple tasks/activities simultaneously
• Embrace diversity and proactively foster an inclusive work environment where each person is valued and feels inspired to contribute their best
• Support the identification and implementation of work process improvements. 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
• Takes personal responsibility to anticipate challenges, proactively search for opportunities, and make decisions that are in the best interest of the company

• 3-6 years of experience preferred. SAP, Salesforce, and EDI experience required. Proficient in…