Educate customers and develop their use of Ventura Foods customer service policies while developing positive customer relations at the customer service point of contact. Act as liaison for the customer to Sales and Operations.
Receive daily and enter orders into order entry system making sure all team orders are input by the close of business. Notify customers of any shortages prior to delivery and back order if necessary. Keep customer aware of any problems and/or concerns regarding pick up and delivery date changes prior to ship date. Assist traffic department with eliminating any detention charges incurred at customers' facilities by contacting customer for resolution. Review daily edit list for pricing, order quantities and input accuracy for all previous days' orders.
Provide assistance to customers and brokers on inquiries regarding deliveries, product availability, discontinued and possible replacement products and/or all special pricing that may be in effect. Retrieve information from AS400 and Data Tracker programs to assist Regional Sales Managers in achieving his sales goals.
Issue Return Product Authorization (RPA) forms and follow up for validity and promptness. Track RPAs to ensure product has been picked up at customer's facility if Ventura Foods is arranging freight and verify that product has been returned when customer is returning freight.
Resolve all customer complaints within area of responsibility. Update customer, broker and RSMs on all complaints, verifying any samples being returned to QA for analysis. Verify with QA all findings on quality issues and with Operations on all shortages/overages. Reports all findings to the RSM, broker and customer. All complaints are to be closed out within 48 hrs of receipt from customer.
Assist in the sale of slow moving or aging product(s). Work with RSMs in determining elimination of skus and discuss replacement options if needed. Periodically set up ride along with RSM to customer's facilities to meet customers. May attend and work trade shows as necessary.
Enter and maintain all pricing information, including all contracts, on all customers' accounts within area of responsibility. Keep updated and accurate pricing files. Verify all pricing information with Regional Sales Managers, Business Development Managers and brokers to ensure accuracy of all orders entered.
Weekly maintenance and updates for a large volume of customer profiles, making changes to profiles to ensure integrity of the information for any user. On new accounts, set up new customers and new on boarding procedures, along with developing new profiles. For new and existing accounts, ensure all information provided to TMS program is current and accurate for the most cost efficient shipping possibilities.
Maintain excellent working relationships with Operations, Quality Assurance, Information Technology, Shipping, Logistics and Sales Departments along with all other Ventura offices and Customer Service Departments.
Keep Regional Sales Manager and brokers appraised of any pertinent shifts in customers' ordering pattern or changes that occur on their account. Enter and track Big Event Forms for changes in order patterns for their area of responsibility.
Insure that all customer paperwork is filed in a timely fashion and maintained for all team members to utilize. Keep updated file system with critical customer information on each customer's account, rotating as needed.