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Customer Care Specialist

At Hilmar Cheese Company we improve lives around the world. Committed to innovation and sustainability, Hilmar Cheese Company, and our division, Hilmar Ingredients, serves customers in more than 50 countries. State-of-the art production facilities in California and Texas convert an abundance of high-quality milk into a variety of nutritious cheeses, whey protein and lactose.

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.
•Ability to understand and effectively respond to the customers’ quality needs concerns and 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.
•Assist and/or manage troubleshooting efforts with regards to customer complaints.
•Provide support to internal and external customers for product documentation; including questionnaires, sales documents, customers’ letters/statements.
•Create and review customer quality statements.
•Facilitate and process Debit, Credit Memo, and return processes.
•Serve as a backup to Corporate Quality Systems Representatives when needed
•Apply professional traits when interacting with Operations, Sales and Logistics, and internal and external laboratories
•Administrative, writing, and technical editing skills are required
•Ability to multi-task efficiently
•Be task and detail oriented
•Ability to establish effective working relationships with external and internal customers.
•Develop and mentor professional growth and advancement of departmental staff.
•Annual completion of OSHA required safety training.
•Promote company culture
•Achieve common business goals through cooperative alignment with all departments.

What You Will Need
  • English skills must be proficient to understand, read, write and speak English
  • High School diploma or GED from an accredited institution 
  • 3 years of progressive Food Safety, Lab, and or Quality Systems /Management responsibilit
  • Fluent in SAP
  • Strong organizational skills
  • Ability to work independently with self-motivation
  • Intermediate experience with Excel, Word, PowerPoint, Outlook, SharePoint, and PDF.  
  • Technical knowledge of Operations and Quality Management
  • Strong writing and editing skills
What Will Put You Ahead
  • Bachelor’s Degree in Food Science and/or Business Management   

 

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee will be required to:

  • Stand, walk, use hands to finger, handle or feel and reach with hands and arms, climb or balance, stoop, kneel, crouch or crawl and talk or hear.
  • Stand and walk almost the entire workday.
  • Employees must be physically capable of working in any of the job tasks within their respective area.
  • Required to work at heights and in fairly small areas.
  • Pushing, pulling, reaching, bending, stooping, squatting, kneeling, handling and grasping, twisting/turning, repetitive bending.

 

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently exposed to the following: 

  • Exposure to dust, fumes, smoke, gases, or other irritating substances.
  • Exposure to solvents or chemicals.
  • Exposure to slippery walking surfaces: water.
  • Exposure to marked changes in temperature and humidity depending on time of year.

Working surface is primarily concrete. Where standing is required, there are rubber mats which are one-half inch thick.

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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