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Job Description

Customer Service Representative II - Erlanger, KY

JOB SUMMARY:

The Customer Service Representative II (CSR II) position is an intermediate level role in the ADM Nutrition Customer Service organization, which is responsible for managing the customer order fulfilment process from order entry to delivery. This role reports to the Senior Customer Service manager at the Erlanger facility.

As one of the world's largest nutrition companies, ADM unlocks the power of nature to provide ingredients and solutions for foods, beverages and supplements for people all around the world. The CSR II position plays a critical part in this process by working closely with Sales, Supply Chain, Operations, and Shipping teams to provide an industry leading customer experience.

PRIMARY RESPONSIBILITIES:

Customer Relationship Management:

• Serve as the main point of contact for assigned customers.
• Answer customer inquiries via email and phone.
• Prepare, submit, and monitor daily and ad hoc reports.
• Prepare and submit customized documentation.
• Resolve credit hold issues.

Order Management:

• Process new and revised purchase orders in a timely manner.
• Provide timely order acknowledgements and shipment status updates to customers.
• Proactively identify and resolve order issues, track shipments, and expedite orders as needed.
• Issue proper documentation for all shipments.
• Maintain accurate data for customers in all required systems.

Cross-Functional Collaboration and Business Support:

• Collaborate with cross functional support teams to resolve product issues and customer complaints.

Team Leadership:

• Serve as backup to other CSRs in their absence.
• Provide new CSR training support.

CRITICAL SKILLS AND COMPETENCIES:

• Positive attitude with a strong customer service orientation.
• Establish and maintain positive relationships with customers.
• Team-oriented with a willingness to collaborate in a fast-paced environment.
• Ability to hear and speak clearly; read, comprehend, and communicate, orally and in writing, in order to effectively communicate in person, by telephone and in written form.
• Excellent problem-solving and critical thinking abilities.
• Excellent verbal and written communication skills.
• Time management skills and the ability to multi-task.
• Moderate computer skills, including information processing, communicating internally and externally via email, and using business systems such as Microsoft Office, Salesforce, and ERPs.
• Willingness to learn, help others, and flexibility to adapt to change.

EDUCATION AND EXPERIENCE REQUIREMENTS:

• Minimum of a 2 year college degree (Associates Degree) supplemented with at least two (2) years of relevant work experience. Equivalent combinations of education and experience will be considered.
• Position requires sitting for prolonged periods of time and operating a keyboard.

Excited about this role but don't think you meet every requirement listed? We encourage you to apply anyway. You may be just the right candidate for this role or another one of our openings.

ADM requires the successful completion of a background check.

REF:112116BR