Customer Service Specialist

Employment Type: Hourly
Work Arrangement: Hybrid

Primary duties include research and resolution of customer complaints received from the Customer, Commercial or other internal contact. Communicate with Customers directly to resolve issues and follow up when necessary. Complaint workflow management with other cross-functional departments. Ensuring investigations are managed timely and complete. When appropriate, engagement with the investigative party to advise of additional problem areas or trends. Input on process improvements and knowledge of compliance rules and operations.

• Ensure each complaint received is entered in a thorough and concise manner into the Complaints Database. Includes obtaining all required components needed for a complaint with dialogue amongst Commercial, Customer and respective CSC. Also includes logging on to customer complaint portals for strategic accounts to be loaded into VF Complaint system. Process all complaints 24 hours from time of receipt (based on business day).
• Maintain relationships with cross-functional teams at VF and 3PL sites to ensure complaint follow up is timely and complete, to include bi-weekly meeting cadence with Distribution as many of the complaints are classified as such.
• Train and mentor the Customer Solution team on daily operational processes and strategic projects identified by CS Management which drive efficiency and improved customer communication for all Complaint Activities.
• Support and Execute Improvement Action Plans that impact and drive key departmental metrics that reflect defined Customer Complaint Operational KPI's (OTIF, Complaint Completion, RPA's, Overtime, etc.).
• Oversee all Customer Complaint Activity within the team occurs in a timely fashion from process and creation to resolution. Maintain compliance with customer guidelines for complaint communication and approval processes.
• Point of Contact for all complaint related issues including communication to Customers, Commercial and other CSC's, including information regarding withdrawals, return goods and other required scenarios.
• Reclassification of complaints based on the outcome of the investigation with 72 hours of closure.
• Monthly Metric Reporting to management for KPI Tracking.
• Oversee all Customer Complaint Activity within the team occurs in a timely fashion from process and creation to resolution. Maintain compliance with customer guidelines for complaint communication and approval processes.
• Additional responsibilities as assigned.

• 1-2 years of Customer Service experience.
• Experience delivering Customer Focused Solutions and working in a fast paced environment.
• Preferred Undergraduate degree and experience with AS400/JDE and MS Office Software.

• Can empathize with customers and listen attentively.
• Is decisive and can distinguish when to be flexible and when to be firm.
• Can quickly identify and validate complaints based on VF definition.
• Communicate answers and solutions confidently to customers.

Why Join Us:
Ventura Foods innovates and manufactures food solutions for foodservice and retail businesses. We make exclusive products for the world's most iconic restaurants and retailers, we provideready-to-goproduct solutions for professional kitchens, and we make consumer brands everyone knows and loves.When you work for Ventura Foods, you get a strong foundation of training, a manager who cares about you and celebrates your success, a safe environment, and challenging work.As part of our team, your future is limited only by how much youre willing to push yourself to get there. We invest in your growth because you invest in ours.

Ventura Foods offers career growth opportunities as well as competitive compensation and benefits:

• Medical, Prescription, Dental, & Vision coverage beginning on your 1st day for eligible employees
• Profit Sharing and 401(k) matching (after eligible criteria is met)
• Paid Vacation, Sick Time, and Holidays
• Employee Appreciation Events and Employee Assistance Programs
• Salary Base Range of$48,283.00 -$59,822.70*

*The base salary range provided above is a good faith estimate of what we expect to pay for this position in the specified markets. Ventura Foods reserves the right to pay outside of the given range based on a variety of factors including but not limited to: candidate skills and experience, complexity of the job, budgetary factors, and location/geography. Ventura Foods conducts regular reviews of compensation ranges and therefore reserves the right to alter this range at any given time.

Diversity & Inclusion:
Our commitment to a diverse and inclusive environment in which all employees are treated with respect is evident in our company culture and values. We believe that fostering an environment of inclusion and a focus on diversity across our organization is vital to attracting top talent, driving innovation, and meeting the high expectations of our customers in a rapidly evolving global marketplace.

Ventura Foods is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.