Customer Service Representative (Freight/Sales Support)
American International Foods, Inc.*On-site Required | M-F 8am to 5pm | No nights or weekends* WHO IS AMERICAN INTERNATIONAL FOODS We are a team of passionate achievers that pride ourselves in solving critical needs and providing tremendous value to our customer base. Our mission statement is to “Perpetually create an unsurpassed value in the ingredient distribution business.” Headquartered in West Michigan, we leverage our deep relationships with food ingredient producers around the world to provide the highest quality materials to food and beverage manufacturers in pursuit of our vision to create a global company that shapes the future of human nutrition and food accessibility. Food is a powerful medium. It’s daily, it’s family, it’s cultural, it’s passionate, it’s ever evolving, it’s our connection to earth, and it’s a connection to spirit and a higher power. In the presence of food we have birthdays, first dates, weddings, family discussions, celebrations, we conduct business lunches, and we go out to share beverages with friends. There is not a more impactful and connected industry than this. Job Summary: The primary responsibilities of this role include providing direct, dedicated support to assigned customers by managing customer orders, addressing customer inquiries, and handling all customer concerns. Instead of working through a high-volume phone queue, you’ll take ownership of your customers’ needs and collaborate with your team to see each issue through to resolution. As a key member of our operations team, this position is responsible for negotiating and booking freight with our network of carriers, as well as resolving all freight issues. This position also plays a crucial role in helping manage inventory and maintaining various company reports. You will communicate and coordinate daily with internal departments such as Sales, Purchasing, and Accounting. Job Responsibilities: 1. Interact with customers by managing customer orders, order processing, addressing customer inquiries, and handling all customer concerns. 2. Resolve customer complaints or answer customers' questions regarding policies and procedures; escalating complaints or disputes 3. Compile data for and data entering information into spreadsheets for reports pertaining to activities such as logistics, freight carriers, and order fulfillment 4. Developing and achieving performance goals and objectives to achieve customer promise expectations. 5. Support sales professionals and maintain every aspect of customer accounts and fulfillment. 6. Coordinate special product requests and assist Purchasing Department with vendor processes. 7. Through coordination with carriers, monitor the flow of freight or inventory, using Web-based logistics information systems to track vehicles or containers. 8. Identifying and eliminating root cause barriers to accuracy, productivity, and quality. 9. Effectively build productive working relationships with peers, leadership, and other departments. 10. Negotiate and booking freight with our network of carriers, as well as resolving freight issues (in collaboration with Imports and Purchasing Departments). 11. Daily communication and coordination with internal departments such as Sales, Purchasing, Imports, and Accounting. 12. Maintain an appropriate sense of urgency around resolving customer orders, logistics and concerns. 13. Following department SOP’s and use other important internal/external forms and documents; potential recommendations for SOP updates and cross-training with peers. 14. Other duties as required by the business. Job Requirements: 1+ years of Customer Service and/or Logistics and/or Order Processing and/or Purchasing. Degree in Business Administration, Marketing, Supply Chain or similar field preferred. Food/Beverage, logistics, transportation, or manufacturing industry experience. Preferred experience with Customer Relationship Management (CRM), Warehouse Management Sys…