Customer Service Representative II

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Dawn Foods is a global leader in bakery manufacturing and ingredients distribution. As the partner of choice for inspiring bakery success, we helpcustomers grow their business through meaningful partnerships, research-driven insights and innovations, and products and expertise they can depend on. As a family-owned company, our commitments to our people, products, customers, and corporate values, are all part of our recipe for success.

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Why work for Dawn Foods?

PEOPLE. PRODUCTS. CUSTOMERS.

Why should you apply? We invest in you!

• Industry-leading health insurance on Day 1!
• Competitive Pay
• 401(K) + company match
• 10 Paid Company Holidays
• Paid Time Off
• Professional training
• Family-owned business over 100 years in service
• An opportunity for career advancement, working as part of an empowering workforce.

Job Purpose and Overview

Customer Service Representative IIis the initial point of contact for customers and our sales team, providing support in various aspects of order processing. The Customer Success Representative 2 primary function is to help ensure operational excellence through extended knowledge, responsibility, and processes. Providing support in resolving complex issues through ownership or leveraging insights and perspectives of our cross-functional teams. Manage customer complaints effectively while maintaining professionalism and finding resolutions within established guidelines. Works closely with cross-functional teams to ensure best-in-class customer experience.

Hybrid Schedule with 3 days per week on-site at the Romulus, MI Distribution Center.

What will you do as a Customer Service Representative II at Dawn Foods?

• Manage assigned accounts through open lines of communication by having regular check-ins, order updates, and driving the e-commerce platform. Notify customers promptly about shortages or supply delays that impact service, providing specifics about timelines and/or alternate options.

• Account ownership of House Accounts which includes all communication & order management with the customer.
• Mentor CSR I's by providing training and working with them on troubleshooting/escalations.
• Support and collaborate with peers and Sales during PTO coverage to ensure that essential tasks are completed effectively
• Manage Customer Concerns/Credit process, and process return authorizations (customer calls with concerns of quality issues, truck hits a dock, etc.) Coordinate internally that appropriate approvals occur, documentingand aligning paperwork to ensure alignment prior to issuing credit.
• Collaborate directly with cross-functional Teams to troubleshoot customer issues and ensure excellent customer service throughout the entire customer journey.
• Utilize Salesforce to enter Customer Leads and Sample Requests to ensure proper documentation and approvals
• Work directly with the Transportation Supervisor/team to update, plan, and revise delivery schedules as necessary and assist with communication to customers during territory re-alignments
• Be a Subject Matter Expert for all Dawn-facilitated platforms.
• All other duties and responsibilities as assigned by Customer Success management.

What Does It Take to be a Customer Service Representative II at Dawn Foods?

Below are the minimum qualifications to be a fit for this job.

• High school diploma/GED

• 3+ Years of Customer Service in an office environment assisting customers through issue resolution. Relevant experience in a Supply Chain/Distribution support related role can also be considered
• Strong Problem-Solving Skills
• Detail Oriented with the ability to multi-task and work independently
• Excellent verbal and written communication skills

Below are the preferred qualifications to be a fit for this job

• Bilingual - Fluency in Spanish preferred
• Salesforce Experience
• SAP Experience

Physical Demands & Work Environment

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to work in a Professional office environment and effectively work from home.
• Team Members must regularly lift and/or move up to 25 pounds
• Team Members must be able to sit at a desk or walk around a facility throughout the day to support Operations and our Customers

Note:The level of physical effort may vary from site to site and in some cases be greater or lesser than documented here.

If this sounds like the opportunity that you have been looking for, please click "Apply."

About Our Benefits

Dawn is proud to employ the top talent in the baking industry, and we reward our people with comprehensive health and well-being coverage, competitive compensation packages, and award-winning benefit offerings. We also help protect your future financial health with a generous 401(k) matching program that provides additional retirement funds and many tools and resources on financial wellness. Dawn encourages professional growth through tuition assistance and educational programs, and we are always searching for ways to improve our industry-leading services and benefits.

Compensation Range:

$48,040 - $72,070 with bonus incentive.

#LI-JA1 #LI-Hybrid

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An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability, pregnancy, sexual orientation, gender identity/gender expression, citizenship status, military or veteran status, genetic information or any other status or condition that is protected by applicable law.

Requisition ID: 36676