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Customer Service and Logistics Specialist 2 - Lenexa, KS #7795149

Company: Hostess Brands LLC

Date: 01/14/2021

City: Lenexa, KS

Employment type: Full-time

Company Overview


Hostess Brands, LLC, is a large packaged food company focused on developing, manufacturing, marketing, selling and distributing fresh baked sweet goods in the United States such as Ding Dongs®, Ho Hos®, Donettes® and Fruit Pies, in addition to Twinkies®, CupCakes, Voortman's Cookies and Wafers.


Job Overview


The Customer Service Specialist 2 is responsible for the management and maintenance of customer accounts throughout the customer ordering process. A Customer Service Specialist utilizes customer service/sales skills and abilities such as the utilization of soft skills, expressing empathy, and expressing a willingness to help and take ownership to adapt to customer situations and maintain high customer service satisfaction and loyalty. A Customer Service Specialist ensures the product supply flow is conducted in a manner that is consistent with client's expectations. Duties may include customer/sales data collection and maintenance, process implementation, and other miscellaneous process improvement support roles. A Customer Service Specialist must demonstrate proficiency throughout the customer service cycle, in order entry, with Microsoft applications, communication, leadership, knowledge sharing and problem solving. This position works in a high profile, high customer service contact area, requires a high level of organization and the ability to analyze information objectively.


Responsibilities


The Customer Service Specialist 2 will be proficient in the following areas, growing towards expertise:



  • SAP
  • Transportation Management System (BluJay)
  • Astute / EPC (Customer Relationship Mgmt System)
  • Customer Specific needs/requirements
  • MS Excel (Beginner, growing towards intermediate)
  • Email etiquette and professionalism

In addition to the functions and accountabilities listed later, the Customer Service Specialist 2 may focus on the following tasks:



  • Samples order management
  • Weekly Order Tracking spreadsheet(s)
  • Load Note transfers

Key Functions and Accountabilities:



  • Handle inbound customer service/sales calls in a professional manner providing a positive customer service experience within company guidelines. Escalating to supervision/management as appropriate.
  • Respond to internal and external customer issues and complaints in an efficient and timely manner and within the departmental objective of first contact resolution.
  • Assist in managing customer retention activities by serving as liaison between customer and internal and external sales and supply chain partners to ensure customer needs are being met.
  • Entering customer orders and maintaining customer information in company database(s).
  • Scheduling, monitoring and tracking product shipments from inception to final customer delivery.
  • Serve as key contact in resolving delivery issues, deductions, returns, and minimum order quantities.
  • Practice excellent customer and other applicable internal and external partner communications.
  • Analyzing data, root cause analysis and process improvement recommendations with a focus on eliminating root causes of recurring issues leading to lower business costs and/or improved customer service.
  • Perform additional departmental tasks as needed to meet departmental goals

Qualifications



  • High School Diploma or its equivalent. Additional college preferred, but not required.
  • Maintain an even temperament with customers in all situations and be able to perform duties under stress and tight deadlines.
  • Minimum of one year customer service and/or related education/experience.
  • Ability to work weekends and/or overtime as required (based on business need).
  • Proficient in computers and Microsoft applications including Word, Excel, Explorer, and Outlook.
  • Excellent written and verbal communication skills.
  • Advanced typing and ten-key skills.
  • High level of organization and the ability to multi-task.
  • Knowledge of common concepts, practices, and procedures within the manufacturing and supply chain/transportation industry desirable.

We are an equal opportunity/affirmative action employer. We consider candidates regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status, and encourage minorities, females, veterans, and individuals with disabilities to apply.


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