Customer Service Coordinator
Monterrey, Nuevo Leon, Mexico Req #3611
Tuesday, February 11, 2025
Griffith Foods is a global manufacturer of food products. We provide a wide range of taste and texture components for food industry customers throughout the world. Our products include seasoning blends, dry mixes, coating systems, dough blends, crumbs, flavors, sauces and food bases that are used in an extensive variety of application from snack foods and processed meat and poultry to ready meals. Our customers include food processors, restaurant operators and grocery retailers. While our name may not be familiar to consumers, our products are key components of foods offered by many of the world's best-known companies.
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Position: Customer Service Coordinator
Location: Monterrey, Nuevo León
Summary:
- Team Lead of Customer Service Team. Provides frontline support to Stategic Customers throughout the sales cycle, from order reception and processing to the delivery of requested products, assuring a sustainable service level (95% OTIF).
Major duties & Responsibilities:
- Supervises and guides the Customer Service Representatives
- Training and support to the CS Team
- Builds and cultivates relationships with customers.
- Promotes meetings with other areas in order to solve problems.
- Maintains regular communication with sales and customers and carries out order-entry process.
- Coordinates and follows up on sales orders, along with other departments (planning, production, procurement, logistics, warehousing, quality and sales) to meet required delivery dates.
- Resolves sales and customers' inquiries and supports them in emergency situations.
- Identifies out or in rule orders according to the decision grid for the CS department.
- Promotes customers' adherence to supply agreements and inventory policies (MTS, MTO, MTO-E, MOQ).
- Negotiates lead time for sales orders, with customers or internally.
- Negotiates, monitors and communicates order status to internal and external customers.
- Receives, processes and monitors customer complaints and/ or material rejections.
- Requests inter-plant transfers of allocated finished goods on a timely basis.
- Generates and analyzes service level reports of his/her own accounts.
- Participates in root cause analysis for any problem or event, and for all the missed orders.
- Coordinates, along with sales and finance, the release of accounts on credit hold.
Knowledge and Experience:
- Bachelor's degree in Administrative Areas.
- 3 years of experience in customer service, planning, procurement, or sales areas as Team Leader.
- Experience in the food industry is highly preferred.
- Handling an extensive portfolio of products
- Managing a high volume of purchase orders
- Fully bilingual.
EQUAL EMPLOYMENT OPPORTUNITY
Griffith Foods believes that all persons are entitled to equal employment opportunity. Griffith Foods does not discriminate against qualified employees or applicants because of the following actual or perceived characteristics: race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, breastfeeding or related medical condition, national origin, ancestry, citizenship, age, physical or mental disability, genetic characteristic or information, AIDS or HIV status, order of protection status, marital status, military or veteran status, unfavorable discharge from military service, or any other status protected by federal, state, or local law. Equal employment opportunity will be extended to all persons in all aspect of the employer-employee relationship, including recruitment, hiring, participation in benefit programs, training, promotion, transfer, discipline, layoff, recall, and termination.
In carrying out our commitment to equal employment opportunity, Griffith Foods will make reasonable accommodations for applicants and employees with known disabilities unless doing so would result in an undue hardship, safety, and/or health risk. Applicants and employees requiring reasonable accommodations must notify Human Resources.
Other details
- Job Family Customer Support
- Job Function Commercial
- Pay Type Salary
- Employment Indicator MEX - 90 Days
- Required Education Bachelor's Degree