Customer Service Representative

BUMBLE BEE FOODS, LLC•San Diego, CA

About The Position

This position is responsible for managing the company’s order activity, from order entry through issue resolution to delivery, ensuring that customer orders are processed timely and accurately resulting in on-time customer deliveries. This position must develop excellent working relationships and act as a liaison with the company’s brokers, customers, sales teams, distribution centers, plants, and carriers, as well as internal departments, including but not limited to trade marketing, marketing, global planning, procurement, warehousing, logistics, IT, and finance to ensure quality customer service and service goals.

Requirements

Bachelor’s degree required
Motivated self-starter
Ability to work independently without supervision
Ability to collaborate with other departments and in teams
Ability to engage in critical thinking, data analysis, problem solving
Professional oral and written communication skills across all levels of the organization

Nice To Haves

Experience working with Microsoft Teams, Excel, SAP a plus

Responsibilities

Receive and process customer orders, ensuring orders meet Company policies relating to pricing and promotional offerings and order guidelines such as lead time, weight, fixed delivery. Proactively reach out to brokers and customers to correct reoccurring compliance issues.
Understand, police, and enforce compliance with policies and procedures required by the Company in the areas of customer service, order handling and promotional expenditures by the company’s sales and broker network so that results will satisfy any audit review. Communicate and resolve all discrepancies with appropriate departments.
Maintain history records and related problem order documentation for future reference.
Maintain and keep current customer profiles for assigned area, including Vendor and/or Routing Guides.
Resolve operational issues identified while monitoring e-mail groups assigned.
Manage service issues daily. Must quickly identify the source of a problem, gather, and analyze information related to the issue, and devise a solution that best meets both the Company’s and the customer’s needs.
Manage allocation of product for customers during severe service issues. Monitor and evaluate order activity to ensure that customers do not exceed allocation requirements. Work with Planning, Sales, and Customer Development team to resolve allocation issues.
Prompt analysis and communication of product cuts and delivery issues.
Work collaboratively with the Global Planning team, Transportation team, NFI Transport Management, DC Inventory, and Distribution Centers (DCs) to support shipments.
Conduct analyses of customers to measure customer performance and identify opportunities. Enforce company ordering requirements, encourage/enforce ordering in even layers/pallets, make suggestions for more efficient ordering patterns. Identify specific DCs or ship-tos that are having issues and investigate further to find solutions for problems causing late orders and fines.
Provide regular reporting to Sales and brokers to support collaborative problem-solving and Sales efforts.
Manage reporting requests and special projects as needed (deduction reviews, customer performance reviews, new customer implementations, process improvements).
Monitor and Manage Deductions for assigned customers – review monthly deductions, dispute any that are invalid, provide reporting on valid deductions to relevant departments and give recommendations on how to improve service and minimize fines. Resolve within 30 days of receipt.
Communicate problems or concerns to managers on an as-needed basis with recommendations on how to resolve.
Maintain an understanding of all Bumble Bee and Anova customers in order to provide comprehensive coverage.