Overall Function:

The Customer Care Specialist plays a crucial role in ensuring the smooth and efficient processing of customer orders in a B2B (business to business) food business. This individual is responsible for managing customer inquiries, processing orders accurately, and providing exceptional customer service to maintain positive relationships with clients.

Responsibilities:

1. Order Processing:

• Efficiently process incoming customer orders via phone, email or online platforms.
• Verify order accuracy, product availability, pricing information and MOQ requirements.
• Coordinate with concerned departments to ensure timely order fulfillment.

2. Customer Inquiries:

• Respond promptly and professionally to customer inquiries related to products, orders, delivery and complaints.
• Provide detailed product information, pricing and minimum order quantities.
• Address and resolve customer concerns or issues in a timely and satisfactory manner.

3. Communication and Coordination:

• Collaborate with the sales, production, and operations teams to ensure seamless order processing and delivery.
• Communicate order updates, delays, or changes to customers in a proactive and transparent manner.
• Work closely with account managers to understand specific customer requirements and preferences.

4. Documentation and Record-Keeping:

• Maintain accurate and up-to-date records of customer interactions, transactions, preferences and feedback.
• Generate and review reports related to order status, customer feedback, and key performance indicators.

5. Customer Relationship Management:

• Build and maintain positive relationships with key B2B clients.
• Proactively engage with customers to gather feedback and identify areas for improvement.
• Identify opportunities for upselling or cross-selling based on customer needs.

6. Problem Resolution:

• Address and resolve customer complaints or issues promptly and professionally making sure that Corrective Action Reports (CARs) are issued to clients in a timely manner and are filed accordingly.
• Escalate complex issues to the appropriate department or management when necessary.

7. Product Knowledge:

• Stay informed about product offerings, features, and industry trends. Provide reports frequently to management.
• Provide product recommendations and solutions based on customer needs.

8. Customer Service Policies:

• Prepares outline how to create successful policies in different clients

Qualifications:

• Must possess a Bachelor's Degree / Graduate of Marketing, Business or any related field.
• Experience: Previous experience in customer service, order processing, or a related field is an asset.
• Communication: Excellent verbal and written communication skills.
• Organizational Skills: Strong organizational and multitasking abilities in a fast-paced environment.
• Problem-Solving: Effective problem solving skills with a customer-centric approach.
• Team Collaboration: Ability to work collaboratively with cross-functional teams.
• Technical Skills: Proficient in using order processing systems, SAP and MS Office Suite.