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Customer Service Representative

JOB DESCRIPTION

Job Title: Customer Service Representative       

Reports to: Director of Customer Service

Key Internal Partners: Finance, Production Planning, Sales, Transportation Manager, Warehouse Manager

Key External Partners: 3rd Party Warehouse, 3rd Party Transportation Provider, Brokers, Customers

Location: New York, NY

Materne North America (MNA), a wholly-owned subsidiary of MOM Group located in France, is a highly successful, fast-growing, and innovative company known for helping squeeZ goodness into the daily lives of kids across the US. In fact, you probably know us as GoGo squeeZ: http://www.gogosqueez.com/. We’ve been in operation for 7 years in the US and have reached over $200 million in sales.

GoGo squeeZ is a leader in healthy, all-natural, gluten free, 100% fruit snacks. Our applesauce pouches are packed with goodness and with their convenient packaging design can be enjoyed wherever kids go! In 2016, Materne North America launched our most significant innovation since the introduction of applesauce in a pouch. Now, US families can enjoy yogurt that is, “so cool, it doesn’t have to be cold,” or in other words, a scrumptious, natural yogurt snack with no preservatives and no fridge needed!

Our applesauce products are produced locally in the USA, and our dairy products are imported from France.

MNA has 500+ employees spread across New York City (US headquarters) and two production sites in Traverse City, MI and Nampa, ID. We are committed to offering our customers across the US, Canada, and Mexico high-quality, squeeZable, pouches that are fun to eat by leveraging our unique patented manufacturing technology.

The GoGo squeeZ pouches can be found in over 9,000 stores across the US including Fairway, Giant, Harris Teeter, Publix, Target, Walmart, and likely, your local grocery store.

We are committed to providing healthy snacking and nutrition education to parents and kids, so we are proud to support Action for Healthy Kids (AFHK), a nonprofit that works to create healthier schools nationwide.

Join the GoGo team, and help us drive our mission to make on-the-go snacking healthy and fun!

We are a team of passionate, values-driven professionals, and we would love to have you on board to help us achieve our shared dreams!

Job Summary:

The Customer Service Representative will work closely with our Marketing, Supply Chain, Forecasting, Finance and Sales departments in order to support our nation-wide roster of retailers & distributors.  They will be responsible for delivering excellent customer service through fast and accurate processing of customer orders, coordinating activities with other internal departments, answering customer inquiries, and being the go-to person for any problems that arises in the order fulfillment process.

Job Responsibilities & Tasks:

  • Full ownership of several key accounts, with responsibility for ensuring orders are correctly processed from entry to invoicing and overseeing the fulfillment processes by our 3rd party logistics provider.
    • Work closely with our 3rd Party Warehouse, Finance and IT to ensure seamless integration of all order processing activities. 
    • Day to day management of customer accounts and ensures these accounts’ requirements are understood and served with excellence. 
    • Maintain customer master data files, managing all customer interfaces, and the new customer creation process. 
    • Improve customer service performance through the evaluation and re-design of business processes.
    • Ensure timely and effective communications with customers regarding their shipments.
    • Proactively communicate with the Director of Customer Service regarding all customer issues.
    • Tenacious and persistent advocate for our customers.  Makes customers and their needs the primary focus of their actions.
  • Manage projects or internal initiatives partnering with other departments
  • All other duties as assigned        

Key Performance Indicator (KPI):

On-Time in Full, Order Accuracy

Position Requirements:

EDUCATION

  • Bachelor's Degree in Supply Chain, Business, Communications or other related area

EXPERIENCE

  • Minimum 2 years direct experience in Customer Service.
  • Experience in the CPG industry with major US retail customers is highly preferred.

SKILLS

  • Understands the importance of high-touch customer service in a B2B environment
  • Promote customer loyalty
  • Proactive and accountable
  • Enthusiastic self-starter
  • Thrives in a collaborative team-based environment
  • Strong attention to detail
  • In-depth knowledge of Customer Service principles and practices.
  • Strong functional knowledge of ERP systems and MS Office applications, particularly MS Excel.
  • Experience communicating and coordinating with internal departments.
  • Strong problem solving and analytical skills as well as written and oral communication skills.
  • Works well in a dynamic fast paced work environment.

PHYSICAL & TRAVEL REQUIREMENTS

  • Must be able work in normal office conditions.
  • Must be able to work a minimum of 8 hours per day and sit for long periods of time

Materne, North America offers a competitive compensation package and a comprehensive benefit package that includes: Medical, Dental & Vision Plans, Life Insurance, including eligible spouses, domestic partners & children; Retirement & Savings Plans, Paid Vacation and Holidays.

Materne, North America is an equal opportunity employer. We value a culture of inclusion and diversity within our workforce. We are committed to maintaining a workplace free from prohibited employment conduct, including discrimination based on age, color, disability, marital or parental status, national origin, race, religion, sex, sexual orientation, gender identity, veteran status or any other legally protected status in accordance with applicable federal, state and local laws.

Employment is subject to verification of pre-employment drug-screening results and background investigation.

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