Job Description

FOOD MANUFACTURING CUSTOMER SERVICE COORDINATOR, BI-LINGUAL

Cacique® is the #1 brand of authentic Mexican-style cheeses, cremas, chorizos and salsas in the United States. With a leadership position among the Hispanic population nationwide and over 13 years of consecutive revenue growth, Cacique is poised for continued growth and expansion.

Cacique was founded in 1973 upon the four core values of Family, Quality, Integrity, and Authenticity, and these values continue to provide the foundation for our success and how we work. We look to hire future teammates who embody these values, and who are innovative, resourceful, determined, and catalysts of change. As a dedicated, family-owned company, Cacique offers a rewarding environment in which to thrive and grow your career.

SUMMARY:

The Customer Service Coordinator role is part of the logistics team and will be responsible for working with customers and carriers on ensuring proper delivery of product and answering and questions or concerns from customers, vendors, and consumers. The role requires attention to detail and being able to problem solve with different Departments to ensure customer satisfaction.

DUTIES AND RESPONSIBILITIES:

• Processing Orders/ Order Revisions: Managing and processing customer orders accurately and timely. Coordinating with the cross-functional teams to ensure customer requirements are met.
• Daily Customer Interactions- Resolving Inquiries around orders and product availability: Addressing customer inquiries and concerns via phone, email, or chat, and providing information about products, services, and company policies.
• Handling Complaints: Managing and resolving customer complaints efficiently, including product issues, delivery problems, and service discrepancies.
• Sales Support: Assisting the sales team by providing customer feedback, managing accounts, and supporting promotional activities.
• Logistics Coordination: Working with the logistics team to ensure the timely and accurate delivery of products and communicating any delays or issues to customers.
• Documentation and Reporting: Maintaining detailed records of customer interactions, orders, and complaints, and generating reports to help improve customer service processes.
• Quality Assurance: Coordinating with the quality assurance team to address any product quality issues reported by customers.
• Cross Function Collaboration: Working with various departments such as production, logistics, and quality control to ensure customer satisfaction and address any issues that may arise.

QUALIFICATIONS:

• Bi-Lingual (Spanish) Required
• Food Manufacturing Required
• Bachelor's Degree Preferred
• 5 + years of Customer Service experience
• Experience as a customer Account Manager
• Experiencer supporting and communicating cross-functionally.
• Experienced in documentation of all customer interactions but especially complaints.
• Experience with PO's & invoicing PO’s.
• Proficient in excel, ERP’s, and complaints platform, D365 preferred
• Experience with B2B or B2B & B2C clients preferred

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class. When we collect your personal information as part of a job application or offer of employment, we do so in accordance with industry standards and best practices and in compliance with applicable privacy laws.

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