Customer Service Rep | PrimientAbout PrimientPrimient is a century old company with an entrepreneurial spirit. We are a leading producer of food and industrial ingredients made from plant-based, renewable sources. We deliver value through deep technical, commercial, and operational excellence that is backed by our long-standing corn wet milling heritage. Wherever we are in the process, from field to customer, our priorities are focused on ensuring we produce the safest, highest quality products through practices that uphold both our responsibility and commitments to the challenge and drive for excellence, our people and our planet. We are a privately held company with locations across the US, Mexico, Poland, and Brazil. We’re investing in our plants and people to unlock our potential in the industrial and food sectors. Guided by our values of Safety, Excellence, Integrity, and Growth, we’re focused on growing our business, our reputation, and the career of every teammate.Decatur, ILReady for a Supply Chain career with more impact Join a market leader in ingredient manufacturing that is poised for a new era of success. ABOUT PRIMIENTEstablished yet entrepreneurial: Primient is an industry leader with proven products, six manufacturing plants, 1500+ employees and deep roots in corn wet milling. Yet we’re also a brand-new company that is ready to drive change and create impact.Inspired by a meaningful purpose: we use renewable sources to produce plant-based ingredients for some of the world’s best-known brands. It feels good to produce safe, high-quality, sustainable products – that go into everything from sodas to hand cream and cardboard to clothing.Poised for a new era of success: we’re investing in our plants and people to unlock our potential in the industrial and food sectors. Guided by our values of Safety, Excellence, Integrity, and Growth, we’re focused on growing our business, our reputation, and the career of every colleague.THE OPPORTUNITYOur Customer Service team ensures that orders run smoothly from start to finish. Team members deal directly with customer contacts daily – building a rapport and strong long-term relationships. There is also lots of collaboration with colleagues in Sales, Production Planning and Transportation, providing a broad exposure to the Primient business.The Customer Service Representative (CSR) requires strong dedication to providing a high level of service to our customers, and partners with sales to manage customer relationships and expectations. This role is the primary contact for customers and internal stakeholders, acting as the liaison to ensure strong communication amongst all relevant parties and helping to drive the company’s strategy forward as a valued added supplier and would include domestic and international trade. Key responsibilities: Customer Service RepMAIN ACCOUNTABILITIESServes as customer’s primary point of contact for all order and supply chain related inquiriesResponsible for all aspects of order entry and processingOrder management and oversight from order receipt to product delivery to the customerCollaborates with various internal teams across Supply Chain and Sales to manage situations impacting the customerProblem solves to ensure customer is supplied through product shortages, production failures, or truck shortagesTracks shipments for customers and provides assistance in expediting when neededManaged EDI orders such as order confirmations, shipment notices, COAs, and invoices that are transmitted via EDI from the customerMonitors daily reports to ensure order movement as expectedProvides documentation supportResponds to customer inquiries for product documentationManages documentation output for order related documentsEnsures proper information is supplied on customs documents for clearance of orders being exported outside the USResponsible for contract review and billing activitiesVerifies contract pricing is accurate to ensure correct invoicingResolves customer payment discrepanciesObtains required approvals to issue customer credits or debits as neededSupport special customer requests as neededManages input and extraction of information from customer portals accuratelyManages consignment process, replenishing shipments and reconciling inventories on a regular basisAchieve high target goal of global customer metrics by processing all customer orders, invoices, and related outputs accurately and within agreed timeframe and satisfactorily managing and resolving all customer complaints within agreed timeframe.Assess and escalates any urgent issues to sales and management as appropriatePERFORMANCE MEASURES Perfectly executed orderComplaint response and closure timeCross functional feedback on level of customer support providedExhibit a troubleshooting and continuous improvement mindset to improve customer service standardsSupport a positive team environment, contributing to others’ tasks and activities when available and neededMaintain an orderly workflow ensuring proper prioritization of activitiesABOUT YOUQUALIFICATIONS AND EXPERIENCEMinimum of 3 years Customer Service experience in a related areaExtensive knowledge of SAP and Microsoft applications, including ExcelExperience in a quick response, highly fluctuating, customer driven industryBachelor's degree preferredAbility to work on call on a rotating basisCOMPETENCIES, SKILLS & KNOWLEDGEExcellent customer awareness and focusStrong and effective communication skills, both verbal and writtenDemands high standards of accuracy and attention to detailAbility to interact professionally and effectively with customers and business partnersCritical thinker and problem solverMust have the ability to maintain calm under pressure and work in a fast paced team environmentStrong efficiency and organizational skillsTotal RewardsThe annual pay range estimated for this position is $50,922.40 - $63,653.00 + overtime and is bonus eligible.Please note that while this range reflects the full spectrum of compensation available for this role, individual compensation will be determined based on several factors including your experience, skills, and alignment with the role's responsibilities.During the interview process there will be an opportunity to discuss how your background fits into the pay range. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:Competitive Pay Multiple Healthcare plan choices Dental and vision insurance A 401(k) plan with company and matching contributions Short- and Long-Term Disability Life, AD&D, and Voluntary Insurance plans Paid holidays & vacation Floating days off Parental leave for new parents Employee resource groups Learning & development programs Fun culture where you have an opportunity in shaping our futureCareer Path & CulturePrimient is committed to a workplace that is all in – ensuring everyone has the opportunity to develop and shape a career that matters in an open culture which embraces equity, diversity and belonging. We challenge old ways of thinking; and encourage employee voices to be a guiding force for ongoing learning. Primient supports a culture of inclusion that respects individual strengths, views, and experiences. We believe our differences make better decisions, drive excellence, and deliver better business results. Primient employees experience autonomy and accountability in their role. Here, employees control their destiny as there is opportunity for career growth and pathways outside the norm.Diversity, Equity, Inclusion & BelongingWe are believers in the power of difference. We strive to represent the communities in which we operate and to provide an inclusive, welcoming environment for all. We want Primient to be a place where every employee feels they belong and knows they are seen, heard, valued and safe to speak up. Our aspiration is to unlock the full potential in diverse perspectives, while offering everyone an equal chance to grow,Primient is an equal opportunity employer, committed to the strength of an inclusive workforce.California Consumer Privacy Act ("CCPA")The Company is committed to complying with the California Consumer Privacy Act (“CCPA”) and all data privacy and laws in the jurisdictions in which it recruits and hires employees. We collect the following categories of personal information for the purpose of hiring the best qualified applicants and to comply with applicable employment laws: Name and contact information; Job preference and work availability; Social Security Number and/or other identification information; Education and qualifications; Employment history and experience; Military service; Reference and background check information, including relevant criminal history and credit history; Social media information; Pre-employment test results; Post-offer medical examination information and results, including drug test results; Voluntary self-disclosure information regarding minority, veteran, and disability status; and Information provided by you during the hiring process.