Family owned and operated, Bake'n Joy Foods, Inc. is a leading manufacturer of top-quality bakery products that began over eighty years ago in 1941. We manufacture a variety of products for professional bakers including frozen scoop batters, predeposited muffin, cornbread, loaf cakes and Boston Coffee Cakes, mixes as well as an expanding line of fully baked items such as coffee cakes, loaf cakes and more. We remain committed to providing top quality products, service, and value to our customers.
STAFFING AGENCIES AND RECRUITING FIRMS - PLEASE DO NOT CONTACT BAKE'N JOY FOR THIS ROLE
Customer Service Sales Support
Classification:

• Non-exempt

Reports To:

• Customer Service Manager

JD Review Date:

• Sept 2024

Job Summary/Objective:
As a key member of the Customer Service department, the Customer Service Sales Support role is responsible for ensuring customer satisfaction by providing timely and professional support. This role involves close collaboration with internal teams, including Sales, Brokers, Production, Quality Assurance, Warehouse, and Transportation, to efficiently process and manage customer orders. The goal is to build and maintain strong customer relationships while ensuring the accurate and timely fulfillment of customer needs.
Essential Functions:

• Order Management:
  • Receive and process customer orders via telephone, fax, email and electronic data transmission.
  • Accurately price and input orders into the JD Edwards Enterprise One system.
  • Process order confirmations via EDI and/or Email order acknowledgments to customers, sales representatives, and brokers, confirming purchase orders, pricing, delivery dates, and additional information.
  • Coordinate with the Production Master Scheduler to ensure timely manufacturing and shipment of customer orders.
• Customer Communication & Support:
  • Proactively address and resolve customer complaints related to products, inventory, and shipments.
  • Provide timely responses to customer inquiries and requests.
  • Support Sales staff in fulfilling customer needs and maintaining strong customer relationships.
• Internal Coordination:
  • Collaborate with Quality Assurance to ensure products meet standards and are ready for shipment.
  • Work with the Transportation department to schedule carrier deliveries in line with customer due dates, and obtain Proof of Delivery as needed.
  • Maintain contract price files and monitor credit holds to ensure timely order releases.
• Data Management & Reporting:
  • Manage and monitor forecasts for assigned accounts using Sales Discovery or Hubble Software.
  • Enter credits daily and at month-end; generate and distribute the Invoice Register Report to the Executive Group.
  • Coordinate sample orders to maximize efficiency and cost savings.
• Systems & Technology:
  • Utilize SPS and iTrade software to manage EDI customer orders.
  • Work with IT on the setup of new EDI customers.
  • Enter customer returns into the system and coordinate with warehouse staff.
  • Research and resolve customer deductions related to samples, damages, etc., and communicate with buyers as needed.
  • Notify Inventory Control of any customer mis-picks that could affect on-hand inventory quantities.
• Safety & Compliance:
  • Understand and follow all safety rules and procedures at all times.

Competencies:

• Strong organizational skills with the ability to multitask effectively.
• Advanced proficiency in Microsoft Office (Word & Excel).
• Working knowledge of standard order entry software in a manufacturing environment.
• High attention to detail and commitment to accuracy.
• Excellent interpersonal skills for effective communication with internal and external customers.
• Ability to thrive in a fast-paced environment.
• Professionalism in all customer interactions.
• Effective telephone skills with active listening capabilities.

Supervisory Responsibilities:

• None

Work Environment:

• Primarily office-based with a standard noise level.
• Occasional interaction with warehouse and production environments.

Physical Demands:

• Prolonged periods of sitting at a desk and working on a computer.
• Minimal physical demands; some lifting of office supplies (up to 10 pounds).

Position Type:

• Full-Time

Work Hours:

• Typical hours are Monday through Friday, 8:00 AM to 5:00 PM.
• Occasional overtime may be required based on business needs.

Travel:

• Minimal travel required, primarily for training or meetings at different locations.

Required Education & Experience:

• High school diploma or equivalent.
• Minimum of 2 years of customer service experience (call center experience is a plus).
• Experience with order entry systems in a manufacturing environment.

Preferred Education & Experience:

• Additional training in customer service or order management.
• Familiarity with JD Edwards Enterprise One and iTrade software.
• Previous experience in the food manufacturing industry.

Equal Employment Opportunity Policy
Bake'n Joy provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.