Customer Care Coordinator - EUBE
Griffith Foods is the caring, creative product development partner helping food companies meet the evolving needs of consumers while sustaining the planet. As a family business founded in 1919 and headquartered in Alsip, Illinois USA, Griffith Foods is known for true, collaborative innovation guided by their Purpose of "We Blend Care and Creativity to Nourish the World". The company's product capabilities range from seasonings and marinades to coating systems and sauces that are better for people and better for the planet. For more information, visit www.griffithfoods.com.
Purpose of the role:
The Customer Care Coordinator plays a crucial role in nurturing and enhancing our relationships with key customers by Account Manager
in the day to day management of the customer relation, pricing activities, CRM, sample management and forecasting with the aim of
improving customer experience through commercial excellence.
In this role, you will work pro-actively to help customers achieve their goals using our products. Focus on building strong relationships,
driving customer satisfaction, and maximizing customer retention and expansion. You will build strong partnership with our Acccount
Managers to support new business, explore, prepare Business Development activities
Role & responsibilities:
Customer relation management:
Provide proactive support and service to customers by segment, addressing day to day customer requests such as customer questionnaires, tenders, quality requests, reports, etc. •
Understand customer needs and expectations in relation to cusotmer brief to Account Manager •
Own and maintain specific customer requirements within internal systems, i.e. CRM •
Prepare information required by Account Manager for customer meetings and visits, including topics such as OTIF performance, forecasts, and payment status. •
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Support Customer Service Coordinators and Account Managers during exceptional supply challenges, complaints, etc... •
Participate in country Business Development meetings and calls, supporting Sales KPIs reporting and preparation for accounts review and planning sessions. •
Occasionally attend or travel to customer visits alongside the Account Mananger, when exceptional circumstances require. •
Track KPIs for measuarable process
Customer Documentation & audits:
Coordinate completion of customer questionnaires and support multi-functional audits (e.g.,SMETA, McDonald's, etc...) •
Manage the coordination and storage of Non-Disclosure Agreements (NDA's).
Pricing:
Based on prices provided by Account Manager prepare, send, store and follow-up price quotes to customers •
Prepare and centrally store pricelists for Account Manager's •
Update prices in D365 •
Weekly/monthly follow-up of the customer payments together with Accounts Receivable team
CRM/samples:
Set up new customers in CRM •
Support Commercial Excellence initiatives through accurate data entry and process improvements. •
Enter or update basic product development requests, customer contact details, (repeat) sample requests, etc. in CRM •
Request product specifications and Product Development Data Sheet requests from customers
Record customer feedback in CRM
Forecasting & order handling:
Inform and liaise with Customer Service Team Leaders/Manager and Demand Planning in case of significant forecast deviations (e.g. due to promotions or unexpected demand) •
Identify inefficiencies in the order and customer service processes and contribute ideas for continuous improvement •
Occasionally, serve as a back-up for Customer Service Coordinators during periods of absence
Competences:
Education: Bachelor's degree in Business Administration, Supply Chain, International Trade or equivalent in experience.
Experience: 5+ years in a similar role, preferably within the food or FMCG industry.
Previous experience working with Key Account Managers or Business Development teams in preparing customer meetings/visits,
pricing quotation, CRM management and KPIs follow up
Understanding of customer intimacy
Familiarity with ERP systems and Microsoft Office
Excellent communication and interpersonal skills
Strong organizational and multitasking abilities
Problem-solving mindset with attention to detail
Languages: Proficiency in English; additional languages are a plus.
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
- FSA
- HSA
- Health Reimbursement Account
- HSA With Employer Contribution
- Pet Insurance
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Birth Parent or Maternity Leave
- Non-Birth Parent or Paternity Leave
- Adoption Leave
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
- Remote Work Opportunities
Office Life and Perks
- On-Site Cafeteria
- Casual Dress
- Company Outings
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- 401(K)
- Company Equity
- Stock Purchase Program
- Performance Bonus
- Relocation Assistance
- Financial Counseling
Professional Development
- Leadership Training Program
- Promote From Within
- Shadowing Opportunities
- Internship Program
- Work Visa Sponsorship
- Tuition Reimbursement
- Mentor Program
- Access to Online Courses
- Lunch and Learns
Diversity and Inclusion