Customer Solutions Specialist

Customer Service Fall River, Massachusetts

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Description

Bringing our love of food to families for five generations!  Blount Fine Foods is a family-owned and operated manufacturer, marketer, and developer of premium fresh prepared foods. We are an engaging team, bringing restaurant-quality products to America including single-serve grab-n-go fresh soups, mac & cheese, and entrées in grocery stores across the country, as well as for hot bars and restaurants. Help us create the finest food experiences including those with specialty certifications that include organic, gluten-free, and low sodium, among others. Join a proven team for growth, success, and a satisfying career! 
  
Summary – The Customer Solutions Specialist will be responsible for providing exceptional service to customers by addressing inquiries, complaints, and making requests in a professional and friendly manner. The role involves providing accurate product information, including pricing, availability, and delivery details, while maintaining detailed records of all customer interactions. This position requires establishing strong relationships with customers, internal teams, and third-party logistics partners to ensure smooth operations and customer satisfaction. The representative will monitor and resolve inventory and product availability issues, track orders using WMS and TMS systems, and work with the sales team to update orders promptly. Additionally, they will help move excess inventory and products nearing shelf life and actively suggest process improvements based on customer feedback. The role requires meeting key performance metrics, such as response time and customer satisfaction, while ensuring that customer needs are met efficiently and effectively.
 
Essential Duties and Responsibilities
  • Respond to customer inquiries, complaints, and requests in a friendly and professional manner.
  • Provide accurate product or service information to customers.
  • Provide complete information on product availability, pricing, expected delivery dates, and invoicing questions.
  • Maintain a positive, empathetic, and professional attitude towards customers at all times.
  • Keep detailed records of customer interactions, transactions, comments, and complaints.
  • Establish and maintain positive working relationships with customers, the Blount sales team, Blount broker representatives, and all internal Blount departments.
  • Follow up with customers to ensure their issues have been resolved to their satisfaction.
  • Meet or exceed customer service performance metrics, such as response time and customer satisfaction.
  • Identify and suggest improvements to processes or products based on customer feedback.
  • Work with our 3pl Logistics Partner to resolve any customer transportation questions.
  • Work with our sales team to update orders in a timely manner.
  • Work with production planning regarding inventory and product availability issues.
  • Work with Corporate 3pl Team to actively review warehouse inventories to avoid obsolescence and waste.
  • Utilize Corporate WMS to see where the outside warehouses are in picking orders and will determine if orders can be changed or not.
  • Utilize TMS to see where trucks are to answer customers about delivery dates.
  • Audit daily Call-To report and when needed enter orders.
  • Work with customers and sales teams to move excess inventory or items nearing shelf life onto customer orders.
  • Understand and promote our products and services to meet customers' needs.
  • Other responsibilities w/ similar skill and work conditions as assigned. 
  • Resolve issues within the defined internal Service Level requirements.
 
Education and/or Experience 
  • Associate's degree and/or 5+ years of customer service or consumer affairs experience in a manufacturing environment desired.  
  • Experience with an Enterprise Resource Planning (ERP) system, particularly order management, inventory and invoicing modules. (Examples include JD Edwards, Oracle, Sage, and SAP).
  • Ability to speak effectively before groups of customers and employees of the organization.
  • Ability to calculate equations/formulas in Excel.
  • Excellent written and verbal skills required. Great phone demeanor.
  • Attention to detail skills, organized, reliable.
     
    Our Total Compensation Package Includes:  
    ·         Medical, dental and vision benefits 
    ·         401k with Company match 
    ·         Paid time off including vacation, sick time, and holidays. 
    ·         Education Assistance Program 
    ·         Life Insurance and Short-Term Disability 
    ·         Discounts on Blount products at Company retail locations 
    ·         Discretionary Annual Bonus Program 
     

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