Customer Support Specialist
Westchester, IL, United States
Ingredion Incorporated is in search of a Customer Support Specialist, who will enthusiastically serve as a critical point of contact with Ingredion's customer base, from the initial placement of orders for products through their delivery to invoice payment. This position aligns with customer and in role partners with colleagues in Sales, Logistics, Order Coordination, Supply Chain, Quality, and Product Management to capture 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 or a rotation into other areas of the organization, such as Logistics, Sales, Supply Chain, or Quality.
As a Customer Support Specialist, your responsibilities will include:
Customer experience focus on requests and issues being responded to accurately and in a timely manner with overall awareness of customer, operational and financial impact
Serve as a liaison between external customers and internal functions to ensure customer satisfaction communicating status, issues and actions required to all parties involved
Seek to proactively identify issues, consider alternative solutions, and take corrective action to resolve and prevent recurrence of problems
Collaborate with customer support team members in group problem solving and team activities
Manage customer database and support cross training for account backup and/or transition
Achieve the required KPI's that support Customer Experience and Commercial Excellence
Ensure all customer complaints are tracked according to department and company procedures
Participate in the 24/7 team rotational after-hours program for divisional customer and logistics support and account coverage flexibility from 7:00AM to 5:00PM CST
Ensure the accuracy of order data and act as the expert for the order processing flow (system, processes and customer requirements) in collaboration with shared service center. Focus on data details, accuracy and automation to streamline process for accurate, efficient processing
Utilize company and team databases to ensure standard operating procedures are followed, provide accurate information, and update documents/files as necessary
Continuous improvement project engagement for process and performance improvements
Demonstrated ability to work two or more of Ingredion's product lines and customer categories to provide valuable information to the customer
Qualified candidates will have: 3-6 years of relevant experience preferred.
Bachelor's Degree preferred.
SAP experience required, Salesforce preferred.
Analytical and detailed oriented.
Strong communication skills (verbal & written).
The Customer Support Specialist position is well-suited for you if you: Care First - Contribute to an environment that enables the wellbeing of our people and customers
Be Preferred - Ability to adapt to changing circumstances and resolve problems in a fast-paced environment, successfully coordinate and handle multiple tasks/activities simultaneously
Everyone Belongs - Embrace diversity and proactively foster an inclusive work environment where each person is valued and feels inspired to contribute their best
Innovate Boldly - Recommend and support the identification and implementation of work process improvements. Willingness to pursue a Lean Six Sigma or Lean Specialist certification. Strong detail orientation and business/math acumen, including ability to think critically, analyze problems, and advocate for fact-based solutions
Owner's Mindset - Takes personal responsibility to anticipate challenges, proactively search for opportunities, and make decisions that are in the best interest of the company.
We are an equal opportunity employer and value diversity at our company. Ingredion seeks to provide a work environment that is free from harassment and discrimination. We will not tolerate any form of discrimination based on race, color, religion, age, gender, gender identity, gender expression, national origin, ancestry, handicap or disability-mental or physical-marital status, sexual orientation, veteran status, disability resulting from military service, or any other classification protected by law ("protected classifications"). We are committed to establishing and maintaining a work environment where everyone is treated with dignity and respect.
Relocation Available:
Yes, Within Region