Assistant, Customer Services

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 Europe, the company owns and operates sugar refineries in England and Portugal. 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 parts

Provides a timely and robust information service to routine questions/ queries from customers to include 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 of commercial and supply chain colleagues and making us supplier of choice for customers from providing customer solutions

Control stock in Spanish Warehouses as well as the needs of Copackers

POSITION STRATEGIC OBJECTIVES AND KEY DELIVERABLES

Provides basic information to customer needs, questions / queries and provides pragmatic solutions

Educates customers on rules of supply such as lead times, MOQs, product information, delivery dates, etc.

Communicates constraints and revised delivery dates in the event of supply failures

Builds rapport and cooperative relationships with customers, Sales Manager, and the rest of the Supply Chain department

Takes action to meet customer needs and concerns with integrity and honesty

Supports commercial efforts to sell more value-added profitable products and help lock in existing and new customers

Key deliverables

Robust information service to external and internal customers

Continuous Improvement of processes around the customer service department and development of CI initiatives

Create data base about customers which can be used from the Supply Chain

Development of Customer Relationships to make us supplier of choice

Support of the Demand Planning and GSC area

DETAILED ROLES & RESPONSIBILITIES

Effectively manage of incoming service requests in line with an agreed Customer Service Policy via email, phone and in person (including copackers)

Support the creation of relevant KPI’s and ensuring 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 order management team on rules of supply such as lead times, MOQs, product information, delivery dates, etc.

Education of sales colleagues

Identify opportunities and solutions to improve Supply Chain performance to deliver better OTIF targets

Analyze data and responding to customer questions in a timely manner, with urgency

Provide pro –active support in ensuring customer deadlines/expectations is met

Escalate challenges or concerns from customers to the CS Manager when needed for immediate customer service resolution

Following up on requests, tracking and routing shipments and orders, preparing reports

Own the short loading communication to the customers

Order to cash understanding and role of delighting the customer in it

Resolution of Customer queries and enquires to help payment

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.

Promoting the Culture of Quality, Food Safety, Occupational Safety, Environment and Sustainability, ensuring compliance with product and process requirements.

ESSENTIAL CAPABILITIES (KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL ATTRIBUTES)

Excellence in accurate administration activities

Demonstrates a commitment to improving customer service and experience of overcoming obstacles to meet customer demands

Good team player and remains calm under pressure, supporting the company mission

Understands problems and logical actions, sequence, and timings to resolve the problem

Spanish, English language 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 organisation

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

Minimum secondary level educational qualification or equivalent

University degree will be preferential

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.