Customer Success Coordinator

Griffith Foods is the caring, creative product development partner helping food companies meet the evolving needs of consumers while sustaining the planet. As a family business founded in 1919 and headquartered in Alsip, Illinois USA, Griffith Foods is known for true, collaborative innovation guided by their Purpose of “We Blend Care and Creativity to Nourish the World”. The company’s product capabilities range from seasonings and marinades to coating systems and sauces that are better for people and better for the planet. For more information, visit www.griffithfoods.com.

Job Description

Customer relation management:

Provide proactive support and service to customers by segment, addressing day to day customer requests such as customer questionnaires, tenders, quality requests, reports, etc.

Understand customer needs and expectations in relation to cusotmer brief to Account Manager

Own and maintain specific customer requirements within internal systems, i.e. CRM

Prepare information required by Account Manager for customer meetings and visits, including topics such as OTIF performance, forecasts, and payment status.

Support Customer Service Coordinators and  Account Managers during exceptional supply challenges, complaints, etc…

Participate in country Business Development meetings and calls, supporting Sales KPIs reporting and preparation for accounts review and planning sessions.

Occasionally attend or travel to customer visits alongside the  Account Mananger, when exceptional circumstances require.

Track KPIs for measuarable process

Customer Documentation & audits

Coordinate completion of customer questionnaires and support multi-functional audits (e.g.,SMETA, McDonald’s, etc…)

Manage the coordination and storage of Non-Disclosure Agreements (NDA’s).

Pricing

Based on prices provided by Account Manager prepare, send, store and follow-up price quotes to customers

Prepare and centrally store pricelists for  Account Manager’s

Update prices in D365

Weekly/monthly follow-up of the customer payments together with Accounts Receivable team

CRM/ Samples

Set up new customers in CRM

Support Commercial Excellence initiatives through accurate data entry and process improvements.

Enter or update basic product development requests, customer contact details, (repeat) sample requests, etc.  in CRM

Request product specifications and Product Development Data Sheet requests from customers

Record customer feedback in CRM

Forecasting & Order Handling

Inform and liaise with Customer Service Team Leaders/Manager and Demand Planning in case of significant forecast deviations (e.g. due to promotions or unexpected demand)

Identify inefficiencies in the order and customer service processes and contribute ideas for continuous improvement

Occasionally, serve as a back-up for Customer Service Coordinators during periods of absence