POSITION SUMMARY:

The Customer Account Representative – Fluids is responsible for all aspects of customer service, production planning and coordination with the logistics department. Activities include customer interactions to provide and process information in response to orders, inquiries, concerns and requests about products and services to effectively respond to customer requirements. This position proactively ensures customer focus, as well as accurate, timely and relevant communication, documentation, and coordination of customer interactions with individuals responsible for production planning, inventory control, quality requirements, production, and finished goods shipping.

REQUIRED EDUCATION, EXPERIENCE AND KNOWLEDGE:

• High school diploma/GED or equivalent work experience.
• 1-3 years of experience working with external customers.
• 1 or more years’ experience in Production Planning, Logistics or Customer Service areas
• Knowledgeable and skilled on the principles and processes for providing customer service. This includes understanding customers’ needs, meeting quality standards for services and customer satisfaction, and an understanding on when to ask ones’ manager for support.

PREFERRED EDUCATION, EXPERIENCE AND KNOWLEDGE:

• Bachelor’s Degree in Dairy Science, Food Science, or Business.
• 1-3 years of dairy industry experience
• Knowledgeable of food production processes and products i.e., specifications, packaging, functionality, and nutritional attributes.
• International customer service business experience.

KNOWLEDGE AND SKILLS:

• Demonstrated ability to write and speak clearly; excellent verbal and written communication skills.
• Effectively interacts with individuals, international customers, and organizations.
• Accuracy and attention to details in daily activities.
• Strong technical skills: proficient in Excel, Word, Outlook, and databases.
• Highly organized, with the ability to adapt quickly to changing priorities.
• Motivated self-starter, able to handle multiple tasks simultaneously.
• Good interpersonal skills.
• Effective prioritizing and time management skills.
• Must possess the ability and personality to work well within a team environment.

• Processes purchase orders, order confirmations and verifies the status of orders and projections by customer.
• Maintains sales projections worksheets, including the cream/fluid schedules.
• Fulfills customer product documentation requests: certificates of conformance, product information, confirming all documentation is accurate and complete.
• Manages customer requests by first fully understanding them and then serving serves as the primary interface between internal functional areas and external sales/customers, working to find solutions that are acceptable to both Idaho Milk Products and the customer.
• Directly addresses customer complaints in areas such as documentation, import/export, etc., and works closely with the QA Department to address and respond to quality complaints.
• Builds strong long-term internal and external relationships through clear communications, collaborative efforts and use of a pleasant, direct style.
• Maintains a count of orders against supply agreement commitments.
• Uses database information as needed in the performance of daily activities and to generate key performance indicator measurements and business updates for sales visits; prepares annual or semiannual customer reports for communication of KPI’s.
• Enters orders into inventory management system, DSI.
• Reconciliation of goods availability and delivery dates by working with logistics.
• Negotiates with customer on butterfat settlements and communicates to the Finance Department final settlements for invoicing.