Customer Service and Logistics Specialist

Summary: The function of the Customer Service & Logistics Specialist is to provide strong Customer Service and to support/ensure logistics processes comply with customer requirements.

Company Description: Sugar Bowl is a mid-sized bakery with production sites in Tucker, GA and the SF Bay Area, CA. The company delivers high quality desserts at affordable prices to top retailers and food service companies across the US and internationally.

Job Duties or Responsibilities

Inventory & Freight Management:

• Co-manage inventory and Process Order fulfillment at our 3rd Party cold storage facilities.
• Manage schedule and dock scheduling for inbound and outbound shipments.
• Effectively plan and manage freight costs to maximize truckload shipments.
• Review and process freight invoices.

Customer Management:

• Process customer Purchase Orders accurately via EDI, Fax, or email.
• Manage and resolve customer questions or complaints.
• Ensure customer requests are addressed in a timely manner to maintain high levels of service.
• Ensure adherence to customer requirements to minimize or avoid fines/fees.
• Collaborate with the Bakery Operations team members to review customer requests and partner to determine feasible resolutions that satisfy customer requests to the greatest extent possible.
• Other responsibilities as assigned

Technical/ Specialized Skills

• Strong Customer Service skills and ability to engage with the customer.
• Strong communication skills. Ability to build sustainable trustworthy relationships through open and interactive communication.
• Data entry and analysis. Excellent attention to detail.
• Strong judgment and decision-making skills.
• Ability to multi-task and be adaptable to change.
• Effectively manage last-minute requests, and urgent demands. Demonstrate sense of urgency.

Company or Non-employee contacts

• Interact with internal partners (Production, Purchaser/Buyer, Warehouse, Sales Team)
• Interact with 3PL warehouse and freight partners
• Frequent interaction with customers

Minimum Education and Related Experience Requirements

• At least 2 years previous Customer Service and/or Call Center Experience taking high volume calls.
• Experience working in a fast-paced environment with responsibility for time-sensitive requests and cut off schedules.
• Bachelor’s degree preferred, but not required.

Minimum Language Requirements

• Must have excellent written and communication skills and be proficient in English.
• Additional language skills preferred

Minimum Skills

• Windows, Excel, PowerPoint, and Outlook. ERP System (Netsuite)
• Data entry, mathematical skills.

Minimum Physical Requirements

• Must be able to sit for long periods of time and perform computer-based functions.

Reports to: Director of Customer Operations

Direct Reports: None

Job Type: Full-time

Pay: From $23.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• ERP System (Netsuite or other): 1 year (Preferred)
• Customer Service, logistics or call center: 2 years (Required)

Work Location: In person