Customer Service Sales Support

Bake N Joy Foods - North Andover, MA

Full-time

North Andover, MA

Food Manufacturing

About the position

The Customer Service Sales Support role at Bake'n Joy Foods, Inc. is essential for ensuring customer satisfaction through timely and professional support. This position involves collaboration with various internal teams to manage customer orders efficiently, aiming to build and maintain strong customer relationships while ensuring accurate and timely fulfillment of customer needs.

Responsibilities

• Receive and process customer orders via telephone, fax, email, and electronic data transmission.
• Accurately price and input orders into the JD Edwards Enterprise One system.
• Process order confirmations via EDI and/or email order acknowledgments to customers, sales representatives, and brokers.
• Coordinate with the Production Master Scheduler to ensure timely manufacturing and shipment of customer orders.
• Proactively address and resolve customer complaints related to products, inventory, and shipments.
• Provide timely responses to customer inquiries and requests.
• Support Sales staff in fulfilling customer needs and maintaining strong customer relationships.
• Collaborate with Quality Assurance to ensure products meet standards and are ready for shipment.
• Work with the Transportation department to schedule carrier deliveries in line with customer due dates.
• Maintain contract price files and monitor credit holds to ensure timely order releases.
• Manage and monitor forecasts for assigned accounts using Sales Discovery or Hubble Software.
• Enter credits daily and at month-end; generate and distribute the Invoice Register Report to the Executive Group.
• Coordinate sample orders to maximize efficiency and cost savings.
• Utilize SPS and iTrade software to manage EDI customer orders.
• Work with IT on the setup of new EDI customers.
• Enter customer returns into the system and coordinate with warehouse staff.
• Research and resolve customer deductions related to samples, damages, etc.
• Notify Inventory Control of any customer mis-picks that could affect on-hand inventory quantities.

Requirements

• High school diploma or equivalent.
• Minimum of 2 years of customer service experience (call center experience is a plus).
• Experience with order entry systems in a manufacturing environment.

Nice-to-haves

• Additional training in customer service or order management.
• Familiarity with JD Edwards Enterprise One and iTrade software.
• Previous experience in the food manufacturing industry.