ASR Group is the world's largest refiner and marketer of cane sugar, with an annual production capacity of more than 6 million tons of sugar. The company produces a full line of grocery, industrial, food service and specialty sweetener products. Across North America, ASR Group owns and operates six sugar refineries, located in Louisiana, New York, California, Maryland, Canada and Mexico. In the European Union, the company owns and operates sugar refineries in England, Portugal and Italy. ASR Group also owns and operates mills in Mexico and Belize. The company's brand portfolio includes the leading brands Domino, C&H, Redpath, Tate & Lyle, Lyle's and Sidul.
POSITION SCOPE
Be the first point of contact for customers and Sales Managers to resolve problems and maintain an ongoing professional relationship with both parties.
Provides a timely and robust information service to routine questions/queries from customers, including logging and reporting of performance.
Operates to clearly defined rules of engagement and procedures with sales, finance and supply chain departments to facilitate efficient and cost-effective order capture and information to customers in a spirit of excellent customer service and external customer satisfaction.
Support commercial and supply chain colleagues and make us the supplier of choice for customers by providing customer solutions.
Control stock in Spanish warehouses as well as the needs of copackers.
POSITION STRATEGIC OBJECTIVES AND KEY DELIVERABLES
Provide basic information to customer needs, questions/queries and provide pragmatic solutions.
Educate customers on rules of supply such as lead times, MOQs, product information, delivery dates, etc.
Communicate constraints and revised delivery dates in the event of supply failures.
Build rapport and cooperative relationships with customers, Sales Managers, and the rest of the Supply Chain department.
Take action to meet customer needs and concerns with integrity and honesty.
Support commercial efforts to sell more value-added profitable products and help lock in existing and new customers.
Provide robust information service to external and internal customers.
Continuous improvement of processes around the customer service department and development of CI initiatives.
Create a database about customers which can be used by the Supply Chain.
Develop customer relationships to make us the supplier of choice.
Support the Demand Planning and GSC area.
DETAILED ROLES & RESPONSIBILITIES
Effectively manage incoming service requests in line with an agreed Customer Service Policy via email, phone, and in person (including copackers).
Support the creation of relevant KPIs and ensure the cost-effectiveness of customer service order capture.
Establish strong communication with internal and external customers, order management area, Finance, and colleagues from other parts of the business on a daily basis in person, via phone, and email to ensure customers' expectations are met.
Educate customers and the order management team on rules of supply such as lead times, MOQs, product information, delivery dates, etc.
Identify opportunities and solutions to improve Supply Chain performance to deliver better OTIF targets.
Analyze data and respond to customer questions in a timely manner, with urgency.
Provide proactive support in ensuring customer deadlines/expectations are met.
Escalate challenges or concerns from customers to the CS Manager when needed for immediate customer service resolution.
Follow up on requests, track and route shipments and orders, prepare reports.
Own the short loading communication to the customers.
Update orders if required by the customer or the business.
Route new customer requests to the appropriate sales representative.
Analyze stock in Spanish warehouses and provide Stock Transfer Orders to guarantee target-stock.
Additional responsibilities to support other activities.
Guarantee the production of products with quality, food safety, and authenticity.
Promote the culture of quality, food safety, occupational safety, environment, and sustainability, ensuring compliance with product and process requirements.
Demonstrate a commitment to improving customer service and the experience of overcoming obstacles to meet customer demands.
Good team player and remains calm under pressure, supporting the company mission.
Understand problems and logical actions, sequence, and timings to resolve the problem.
Spanish and English language proficiency and good verbal and written communication skills.
SAP mandatory and computer literacy (ideally good Excel skills).
Knowledge about company products and internal processes (preferred).
FMCG commercial understanding and customer-oriented attitude/approach.
Effective proactive task management and team player.
An ability to learn quickly and work effectively with people at all levels of the organization.
ESSENTIAL WORK EXPERIENCES
Customer service/sales experience in a demanding environment.
Experience in an environment that requires high levels of accuracy and flexibility.
Experience of working with internal and external customers.
Able to work with tight deadlines and under pressure.
ESSENTIAL EDUCATION REQUIREMENTS
High school level educational qualification or equivalent.
For more than 100 years, our employees have taken pride in "Making Life a Little Sweeter" by providing our customers and consumers with quality service and sugar products. Our commitment to that principle drives us in all that we do and encourages us to uphold our company's high ethical standards of business conduct to ensure our continued success.
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