Customer Service Team Lead

COMPANY OVERVIEW:

Robertet is the world's leading source of natural, sustainable, and organic ingredients and is one of the oldest fragrance and flavor companies in the world. Robertet is a world-renowned innovator in scent and taste with a global reach represented in over 50 countries, 14 manufacturing sites on 3 continents, 3 R&D innovation centers and 12 creative centers.

Robertet is the only fragrance, flavor and ingredient company fully integrated at each step of the creation process, from the source ingredient to the final fragrance and flavor. Founded in 1850 in Grasse, France, Robertet continues to be privately owned and managed by the fourth generation of family members. With a passion for and unparalleled understanding of naturals, together with boundless creativity and market insight, allows Robertet to provide their customers with world class innovation in scent and taste.

SUMMARY:

As a Customer Service Team Lead, it is of the utmost importance that our customers are confident we are professionals who are well trained to efficiently process their requests. This critical position is responsible for providing timely, accurate and effective proactive communication to the internal Robertet team as well as externally to customers. Additionally, this position is responsible for data collection, organization, implementation and enforcement of policies/procedures regarding the maintenance of such data. The associate will manage and preserve relevant customer master data in Oracle and ancillary systems in support of Robertet’s order management process and flow.

ESSENTIAL DUTIES & RESPONSIBILITIES:
Process, manage, communicate and take ownership of key customers through the order fulfillment cycle while maintaining or exceeding the utmost level of customer satisfaction.
Responsible for the entire order life cycle (from order booking/modification to escalation and delivery completion) to ensure orders are shipped based on agreed deadline.
Works closely with Logistics Department to achieve customer satisfaction, maintaining accurate records of all internal and external interaction in our database system. This includes initiating freight rate quotes as well as obtaining tracking information.
Accesses multiple computer systems to enter and retrieve information to process orders.
Reviews daily reports to address any issues with orders.
Creation and maintenance of all customer master records accurately.
Participates in customer portal order retrieval and invoicing.
Processes co-shipment and pre-shipment samples.
Maintain customer forecast and floor stock agreements.
Builds and maintains business relationships with clients by providing prompt and accurate service to promote customer loyalty.
Ensures orders are booked within 24 hours of receipt and order confirmations are provided to customers within 48 hours of booking.
Provides prompt response to pricing, inventory availability and shipment tracking inquires.
Researches and assists in resolution of pricing discrepancies, complaints, returns, credits and freight claims.
Process customer complaints within the customer complaint database.
Coordinates with other business units (such as Sales Service, IT, etc.) to ensure timely and accurate customer data maintenance, supporting transactions and downstream processes.
Accountable for providing high quality master data by utilizing customer master audit reports to proactively identify and resolve issues.
Handles customer sales transactions as necessary to complete order process related to changes in customer master information.
May involve troubleshooting and resolution of customer issues among complex and key accounts.
Drives best practice process improvements based on investigation, analysis, solicited feedback including updates to audit and training materials.
Provides actionable insight to move toward solutions while maintaining data integrity and data governance business rules currently in place.
Ensure proactive and professional communications daily encompassing our entire supply chain to discuss details involved with raw materials, order quantities, manufacturing and ship dates, special instructions, handling exceptions or obstacles relative to meeting our customers’ requirements.
Acts as a liaison for account managers, customers, and internal departments to coordinate ship dates, quantities, special instructions, credit requests, product returns, short paid/late invoices and adjustments but not limited to.
Attends and prepares for thrice weekly production meetings.
Participates in year-end file maintenance.
Successfully works within a team environment and provide primary back-up assistance when needed.
Provides account activity reports to management as required.
Commitment to Robertet and SQF Quality Standards and continuous improvement of the quality management systems.
COMPETENCIES: Excellent interpersonal, relationship management, communication skills, along with ability to communicate effectively with individuals at all levels verbal and written.
Implementation of training using effective and new tools for the optimization of a learning environment
Knowledge of relevant computer applications including Oracle
Numeric, oral and written language applications
Product knowledge
Problem analysis and problem solving
Strong system and data insight combined with complex system diagnostic problem-solving skills
Data mastering, collection and ordering
Adaptability, initiative, and stress tolerance
Superior telephone manners, communication, interpersonal and organizational skills
Must be a friendly, responsible, mature individual who is a self-starter, detail oriented and the ability to handle multiple tasks
Must possess a great attitude and work ethic.
Must be a Team player.
QUALIFICATIONS:

Required: Bachelor’s degree
5 years customer service and training experience (flavor/pharmaceutical industry)
Preferred: Advanced knowledge of Microsoft word, Excel
Experience with ERP system, preferable Oracle
Technically savvy with the ability to learn new systems.
Bi-Lingual (English/Spanish) highly desirable
WORK ENVIRONMENT: The performance of this position may occasionally require exposure to the manufacturing areas were under certain areas require the use of personal protective equipment such as safety glasses with side shields, hair nets and mandatory hearing protection.
For the most part, ambient room temperatures, lighting and traditional office equipment as found in a typical office environment.
PHYSICAL DEMANDS: Individuals may need to walk, sit, stand, and climb stairs frequently throughout the work day.
Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the work day. Proper lifting techniques required. May include lifting up to 25 pounds for files.

REASONABLE ACCOMMODATIONS:

Reasonable accommodation may be provided to qualified individuals with disabilities in order to perform the Essential Duties & Responsibilities of the position so long as it does not impose significant difficulty or expense on the company.