Customer Operations Representative – Purina Animal Nutrition

This role supports the Great Lakes Region which includes IN/OH/MI – You must be located in one of these 3 states. Hours: 8am-4:30pm EST.

The Customer Service Rep is dedicated to meeting the requirements and expectations of customers that include order entry, pricing and product inquiries, product availability, and reporting quality concerns. Establish and maintain effective customer relationships with exceptional customer service and best in class telephone skills.  Execute best Order Management practices in accordance to our Standard Operating Procedures (SOP).  Ensure order life cycle is followed through to completion that is accurate and void of entry and pricing errors.  Demonstrates high standards of integrity, business ethics, and personal accountability. Builds solid working relationships with all cross function business units with diplomacy, and tact to gain alignment satisfying customer requirements and continuous improvement.

Key Roles/Responsibilities:

• Act as a communication mechanism for the customer using strong communication skills , both written and verbal

• Advanced skills in order management

• Advanced understanding and knowledge of web order entry processes

• Advanced product knowledge

• Advanced knowledge  and understanding of  promotions, discount structures and pricing

• Advanced knowledge of contracts processes

• Complete Customer Ship confirmation / invoicing using ship confirm report

• Act as the liaison between customer service, sales, customers and manufacturing

• Advanced knowledge and understanding of customer service standard operating procedures (SOP)

• Advanced understanding of Sarbanes-Oxley (SOX) and the implications on customer service

• Own customer accounts and manage all aspects of the customer support process

• Train and mentor other customer operation representatives (COR)

• Customer Relationship Management (CRM) software tool: Proficient knowledge of CRM tool from all aspects, including account management, account maintenance, logging calls, building notes and contacts, and the ability to record and manage service requests

Qualifications:

• Professional and pleasant telephone skills

• Effective communication skills, both written and verbal

• Escalate issues timely for efficient resolution

• Maintain a positive representation of the company at all times 

• Advanced order management skills

• Act as the liaison between customers, sales, supply chain and manufacturing

• Advanced knowledge and understanding of customer service standard operating procedures (SOP)

• Solid knowledge of Sarbanes-Oxley (SOX) compliance 

• Experience with Customer Relationship Management (CRM) for tracking customer call activity and Service requests for process improvement

• Identify trends related to process issues and make recommendations for process improvements

Required Experience: 

• High School Diploma/GED

• 2+ Years of comparable Customer Service experience

• Proficient skills in Microsoft Office (Excel, Outlook, Word)

• Mastery of COR I responsibilities, skills and abilities, key training requirements, etc.

Preferred Experience

• 4 year degree in Business, Communications, Ag or another related field

• Bilingual preferred (English/Spanish)

• Experience with ADP, JD Edwards and Salesforce ideal

This is an hourly role and will pay between $20-24/hr. In most cases, candidates offered employment can expect to be hired at a pay rate near the middle of our salary ranges.

About Land O'Lakes, Inc.

Join us and be part of a Fortune 250, farmer- and member-owned cooperative that is reimagining the business of food. We have been named a Top Workplace by Indeed and LinkedIn, and to the TIME 100 Most Influential Companies list.

Benefits for most full-time roles include medical, dental, vision, PTO, life & disability insurance, education assistance, a 401k and a variety of well-being resources. Most part-time employees are eligible for prorated PTO, holiday pay, employee development programs, prorated education assistance, and a 401(k).

Land O'Lakes, Inc. is an Equal Opportunity Employer (EOE) M/F/Vets/Disabled. The company maintains a drug-free workforce, including post-employment substance abuse testing pursuant to a Drug and Alcohol Policy.

Neither Land O’Lakes, nor its search firms, will ever contact you and ask for confidential information over the phone or in email. If you receive a call or email like this, please do not provide the information being requested.