Customer Care Specialist
At Hilmar Cheese Company we improve lives around the world through wholesome dairy products. Since our founding in 1984, Hilmar Cheese Company has been committed to innovation and sustainability. Our state-of-the art production facilities convert an abundance of locally sourced high-quality milk into a variety of nutritious cheeses, whey protein and lactose. The Cheese and Ingredients that we produce create a wide variety of retail and food service products from sliced and shredded cheeses, to protein supplements and infant formula. We are a trusted partner to premier food and beverage brands in more than fifty countries helping bring their vision into reality.
Throughout our decades of success and growth we have remained committed to our mission and values and these principles unite our people and guide all that we do.
A Typical Day
The Customer Care Specialist is responsible for supporting business needs related to customer relations and customer service.
Job Responsibilities
- Manage liaisons related to product feedback, including communicating directly with customers. Customer service responsibilities are directed to all domestic and international Hilmar Cheese Company customers.
- Manage customer requests and questionnaires. Effectively respond to customers’ quality needs and concerns, ensuring response within a timely manner.
- Customer Feedback system administration, handling complaints by logging, filing, communicating and closing of customer complaints.
- Feedback analysis and reporting and related improvement efforts.
- Adhere to corporate quality department KPI of responding to customer with root cause analysis and corrective action within 14-business days; departmental goal to respond to customers within their required timeframe if specified. Performance against KPI is tracked monthly.
- Provides support to internal and external customers for product documentation, including questionnaires, sales documents, and customers’ letters/statements.
- Facilitate and process debit, credit memo, and return processes.
- Ensures that appropriate actions are taken to resolve customers problems and concern
What You Will Need
- High School Diploma plus 4 years’ related experience, or Associate’s degree plus 2 years’ related experience, or Bachelor’s degree plus 1 year related experience.
- Experience in Food Safety, Lab, or Quality Systems.
- Service-oriented and able to resolve customer claims.
- Experience with SAP.
- Excellent writing and technical editing skills.
- Experience establishing and maintaining effective working relationships with external and internal customers.
- Experience with Word, Excel, PowerPoint, Outlook.
What Will Put You Ahead
- Bachelor’s degree plus 2 years’ related experience.
- Customer service experience
- Experience or knowledge of Hilmar’s manufacturing process
Physical Demands & Work Environment
The work is primarily performed in an office environment and the physical demands are characteristic of a mostly sedentary role. Specific details of the essential functions of the position is available in the Job Safety Analysis, made available on request.
Food safety is a companywide responsibility and each employee must know their role in the manufacture and distribution of safe, wholesome, and high quality products.
This description is a general statement and does not include other duties as assigned
Hilmar Cheese Company, Inc. is an Equal Opportunity Employer/EEO. We participate in E-Verify.
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6AX:Salary Range: USD (60900.0 - 91351.0) ANN
The final compensation offered within this range will depend on factors including the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.
Nearest Major Market: Merced