Aug 13, 2019

Customer Support Associate

  • Ingredion
  • Westchester, IL, USA
Full time Customer Service

Job Description

Ingredion is hiring a Customer Support Associate for our corporate headquarters.  This role serves as a critical point of contact with Ingredion’s customer base, from the initial placement of orders for products through their delivery. This role partners with colleagues in Logistics, Quality, Sales, and Manufacturing to gather information and resolve customer problems, all while ensuring high levels of satisfaction and customer retention. Individuals who work in this position develop a knowledgebase which can lead to new opportunities within the Customer Support function or a rotation into other areas of the organization.

 

Supervision: None

 

As a Customer Support Associate, your responsibilities would include:

  • Customer Support — Process customer orders for ingredient products, address questions, resolve issues, and respond to inquiries. Participate in the after-hours program for the department
  • Data management — Ensure the accuracy of order data and adhere to the order processing flow (system and processes). Perform calculations regarding order processing, delivery times, and freight as necessary
  • Record Keeping — Maintain up to date files according to the standard operating procedure. Ensure copies of orders and return orders are given to appropriate partners
  • Customer Issue Resolution — Ensure all customer complaints are tracked according to department and company procedure
  • Learning – Develop and maintain an understanding of Ingredion’s products in your area of responsibility in order to provide valuable information to the customer
  • Problem Solving — Seek to proactively identify issues, consider alternative solutions, and take corrective action to resolve problems. Provide support/service to the customer as well as communicating status to all parties involved
  • Technology — Utilize company databases to ensure procedures are followed, provide accurate information to the customer, and update documents as necessary
  • Time Management — Prioritize and execute multiple tasks accurately and in a timely manner
  • Teamwork — Interact with and support team members. Participate in group problem solving and team activities
  • Customer Advocate — Serve as a liaison between external customers and internal functions to ensure customer satisfaction

 

The Customer Support Associate is well-suited for you if you:

  • Actively build a good understanding of the customer to ensure your work is responsive to customer needs
  • Prioritize work according to business needs
  • Accept and deal effectively with dynamic change and support colleagues through it
  • Demonstrate the ability to deliver results during uncertainty, change and ambiguity
  • Proactively help others and respond to their business need to build solid working relationships
  • Actively seek feedback about self and is open in providing feedback to peers in a constructive way

 

We want to hear from you if you have:

  • Bachelor’s degree in a Business, Science, or a Supply Chain related discipline; Associates degree accepted with multiple years of experience in the field
  • Demonstrated effective communication and interpersonal skills with the ability to actively listen
  • Proven ability to follow defined procedures and standards while learning new tasks, assignments, and processes
  • Demonstrated adaptability and ability to exhibit flexibility in support of changes
  • Demonstrated experience resolving problems in a fast-paced environment with the ability to successfully coordinate, prioritize, and execute multiple tasks/activities simultaneously
  • Proven ability to make sound, data-based decisions
  • Ability to work in a rapidly evolving environment in workflow is unpredictable and flexibility, adaptability, and team oriented interaction is important for success
  • Strong attention to detail with good organizational skills and ability to complete accurate data entry
  • Business/math acumen, including ability to think critically and recognize inconsistencies in numbers
  • Knowledge of Microsoft Office required
  • Hands-on experience with SAP or EDI a plus.

Salary & Benefits

Competitive

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