Customer Solutions Specialist

The primary responsibility of the Customer Solutions Specialist (CSS) is to be the single point of contact (SPOC) for the customer on all non-commercial matters. This role ensures consistent, proactive communication between Universal Pure and its customers while partnering closely with internal teams to deliver seamless service execution and exceptional customer experiences.

Customer Solutions Specialist Job Responsibilities:

·       Function as the SPOC for all non-commercial customer matters, ensuring timely communication, coordination, and issue resolution.

·       Monitor daily order activity for assigned customers, proactively identifying service failures.

·       Collaborate with Operations, Workflow Coordinators, and Shipping/Receiving Coordinators to ensure on-time performance.

·       Communicate proactively with customers regarding order status, changes, and service exceptions.

·       Maintain accurate customer profiles, communication logs, and service level reports.

·       Identify service gaps and escalate to Sr. CSS or Customer Solutions Manager when appropriate.

·       Communicate clearly and professionally with customers.

·       Effectively, clearly, and empathetically communicate with customers to build relationships and loyalty.

·       Research and Documentation: Gather information, research issues, and document customer interactions and feedback.

·       Regularly engages with the customer: to better understand the business, identify and align KPI performance across the End-to-End Supply Chain

·       Provide Solutions: Offer recommendations, explain features, and guide customers through solutions.

·       Improve Customer Experience: Proactively identify areas for improvement in customer service processes and products. 

·       Collaborate with Teams: Work with Business Development, Operations, and other teams to ensure a positive customer experience, responsible for educating and influencing the internal organization of the Voice of Customer expectations.

·       Enable Growth: Regularly accesses Customer requirements and opportunities to reduce operational costs.

·       Maintain Knowledge: Stay updated on product knowledge and company policies. 

·       Manage Difficult Situations: keeps all parties informed and escalates issues as appropriate.

·       Maintains Reporting: Customer KPI reporting, cascades to the internal organization.

·       Provides Insights: Supports Business Development in preparation for Top-to-Top engagements.

·       Extensive knowledge of Supply Chain and Sales with the ability to quickly build and foster relationships at all levels.

·       Prior experience in customer service roles

·       Strong ability to facilitate a cross-functional team in pursuit of common goals and objectives.

·       Ability to ensure appropriate people are involved at the customer level.

·       Strong verbal and written communication skills

·       Able to prioritize and juggle multiple demands.

·       Experience in managing multiple competing priorities.

·       Artful ability to professionally manage issues/opportunities.

·       Strong analytical skills with attention to details

·       Communication Skills: Excellent written and verbal communication skills  

·       Problem-Solving Skills: Ability to identify and resolve customer issues efficiently.

·       Technical Skills: Proficiency in using systems and other relevant tools.

·       Product Knowledge: A good understanding of the company's products or services

·       Adaptability: Willingness to learn and adapt to new technologies and processes.

·       PC proficiency

Education, Experience, and Licensing Requirements:

·       Bachelor's degree in business, supply chain, or related field

·       Previous supply chain, customer service experience preferred.

Major tasks, responsibilities, and key accountabilities:

·       Single point of customer for all operational requirements for the customer

·       Identification of issues and ensures timely and accurate resolution of them.

·       Acts as voice of the customer into the operations within the company.

·       Translates supply chain efficiency into customer satisfaction enabling long-term growth.

·       Regularly engages with internal operational teams, external business development teams, and the customer.

 Additional Responsibilities:

·       N/A

Travel Required:

·       Occasional customer visits as appropriate

Preferred Qualifications:

·       Bachelor's degree

·       Relevant experience

·       Industry Experience

Qualifications:

·       Bachelor's degree

·       Relevant experience

·       Certifications

·       Industry Experience

·       Required education and experience based on requirements that are job-related and business necessity.

Working Conditions

·       This role operates in a wet and cold/refrigerated environment (around 35 degrees F) located within a manufacturing, warehousing, and production type facility. Must be able to withstand cold temperatures for extended periods.

·       This is a static role with standing; however, the ability to perform repetitive bending and standing up is also required. This would require the ability to lift 10-35 lbs. repetitively and up to 45 lbs. occasionally. Depending on the area, must also be able to push/pull up to 250 lbs. on rollers occasionally.

·       Must be able to physically walk the production floor having a hands-on approach with problem solving.

·       Hourly Employees: Universal Pure facilities may process, pack, and store products containing allergenic food ingredients as referenced by FDA, team members who may come in direct contact, must be able to work with these ingredients.

·       Salaried/Remote Employees: Universal Pure facilities may process, pack and or store products containing allergenic food ingredients as referenced by FDA, occasional exposure may occur, inform your direct manager of any food allergies.

The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

Universal Pure Is an Equal Employment Opportunity Employer