Job Description

Customer Service Representative

Location: Pittsburgh

Department: Supply Chain

Chicken of the Sea is an iconic American brand that was founded in 1930. Today, Chicken of the Sea enjoys broad distribution across all major retail channels, with growth opportunities in foodservice and outside the U.S. Besides its eponymous brand, Chicken of the Sea also sells Genova and King Oscar premium seafood products.

Chicken of the Sea International (COSI) has been wholly owned since 2000 by Thai Union (TU), the largest global producer of ambient seafood. Chicken of the Sea Frozen Foods is a sister U.S. company that focuses on frozen and chilled seafood sales. Other iconic seafood brands in the TU Global portfolio include John West, Mareblu, and King Oscar. Under the leadership of CEO Thiraphong Chansiri, Thai Union has more than tripled its revenue to over $4 billion annually and has an aggressive growth agenda.

Chicken of the Sea International operates under the common corporate vision, mission and values of Thai Union, an industry leader in sustainable fishing practices and manufacturing processes that capture the freshness, nutritional value, and sensorial experience of seafood. The global organization lives by the 6 deeply held values: Passionate, Humble, Respectful, Responsible, Collaborative, and Innovative.

COSI is an organization that is very proud of its heritage. First established as VanCamp seafood company more than 100 years ago (1914), the company celebrates its story as one of the oldest food companies in the country that is still in operation. The company is currently undergoing a significant business transformation aimed at accelerating business growth.

About the Role:

We're seeking a skilled Customer Service Representative to join our dynamic Customer Service Team. This role plays a crucial part in the order processing and fulfillment process, requiring excellent communication skills, a positive attitude, and a collaborative mindset.

Responsibilities:

• Open and maintain customer accounts by accurately recording key account information.
• Enter EDI and Manual orders, ensuring correct pricing and timely communication of delays or inventory shortages to Sales and Customers.
• Contribute to achieving key performance indicators, including daily sales, on-time performance, open orders, and department efficiency.
• Ensure the attainment of customer delivery service targets, proactively identifying and escalating potential issues concerning customer-facing issues.
• Take ownership of key accounts, delivering best-in-class service and communication.
• Collaborate with other departments, including Logistics, Integrated Business Planning, and Sales, to streamline processes and enhance customer satisfaction.
• Assist in clearing deductions and execute policies to prevent future deductions.
• Work closely with the Customer Service Manager to develop solutions for common problems.
• Process returns efficiently and accurately.
• Perform other responsibilities as assigned.

Requirements:

• 0-4 years of experience within a customer support position, preferably in an order entry or order fulfillment role.
• Proficiency in Microsoft Excel.
• Excellent written and verbal communication skills, along with strong organizational abilities. Ability to communicate effectively and interact professionally with customers, colleagues, and management.
• Utilize company-wide communication tools such as Microsoft Teams and Skype for Business.
• Schedule availability from 8:00 am to 5:00 pm EST.

Preferences:

• Experience with multiple ERP Systems (e.g., Oracle, SAP, etc.).
• 4-6 years of experience within a customer support position, preferably in an order entry or order fulfillment role, in lieu of a college degree.
• Bachelor’s degree in Business, Logistics, Supply Chain, or a related field.
• Experience with end-to-end supply chain, product distribution, and billing systems.
• Previous experience in Consumer Products and Food Service industries servicing sales and operations.
• Ability to take initiative, work independently with minimal supervision, and exercise good business judgment.
• Strong organizational skills with the ability to plan, organize, prioritize, multitask, and use time effectively.
• Attention to detail and a commitment to delivering high-quality work.

The employee is required to comply with all company policies, rules, and directives, including safe work practices.

We are an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.

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