Ingredion Incorporated Customer Support Associate in Mississauga, Ontario

Responsibilities:

Job Title: Customer Support Associate

Position Location: Mississauga, Ontario

Business Unit: North America

Primary Function

The Customer Support Associate serves as a critical point of contact with Ingredion’s customer base, from the initial placement of orders for products through their delivery. This role partners with colleagues in Logistics, Quality, Sales, and Manufacturing to gather 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 within the Customer Support function or a rotation into other areas of the organization, such as Logistics, Sales, Supply Chain, or Quality.

Supervision: None

Key Deliverables

B usiness

  • Customer Support — Process customer orders for ingredient products, address questions, resolve issues, and respond to inquiries. Participate in the after-hours program for the department.

  • Data management — Ensure the accuracy of order data and adhere to the order processing flow (system and processes). Perform mathematical calculations regarding order processing, delivery times, and freight as necessary.

  • Record Keeping — Maintain up to date files according to the standard operating procedure. Ensure copies of orders and return orders are given to appropriate stakeholders.

  • Customer Issue Resolution — Ensure all customer complaints are tracked according to department and company procedure.

A gility and Innovation

  • Learning – Develop and maintain an understanding of Ingredion’s products in your area of responsibility in order to provide valuable information to the customer.

  • Problem Solving — Seek to proactively identify issues, consider alternative solutions, and take corrective action to resolve problems. Provide support/service to the customer as well as communicating status to all parties involved.

  • Technology — Utilize company databases to ensure procedures are followed, provide accurate information to the customer, and update documents as necessary.

  • Time Management — Prioritize and execute multiple tasks accurately and in a timely manner.

R elationships and People

  • Teamwork — Interact with and support team members. Participate in group problem solving and team activities.

  • Customer Advocate — Serve as a liaison between external customers and internal functions to ensure customer satisfaction

Knowledge, Skills, and Requirements:

  • Bachelor’s degree in a Business, Science, Supply Chain or related field.

  • Bilingual in French and English.

  • Demonstrated effective communication and interpersonal skills with the ability to actively listen.

  • Demonstrated ability to follow defined procedures and standards while learning new tasks, assignments, and processes.

  • Demonstrated adaptability and ability to exhibit flexibility in support of changes.

  • Demonstrated experience resolving problems in a fast-paced environment with the ability to successfully coordinate, prioritize, and execute multiple tasks/activities simultaneously.

  • Demonstrated ability to make sound, data-based decisions

  • Ability to work in a rapidly evolving environment in workflow is unpredictable and flexibility, adaptability, and team oriented interaction is important for success.

  • Strong attention to detail with good organizational skills and ability to complete accurate data entry.

  • Business/math acumen, including ability to think critically and recognize inconsistencies in numbers

  • Knowledge of Microsoft Office required.

  • Hands-on experience with SAP or EDI a plus.

Desired behavior, personal attributes,(Success Drivers And Competencies):

  • Proactively builds a good understanding of the customer to ensure own work is responsive to customer needs.

  • Prioritizes work according to business needs.

  • Accepts and deals effectively with dynamic change and supports colleagues through it.

  • Demonstrates the ability to deliver results during uncertainty, change and ambiguity.

  • Proactively helps others and responds to their business needs to build strong working relationships.

  • Actively seeks feedback about self and is open in providing feedback to peers in a constructive way.

Relocation Available? No

Requisition ID 2016-2069

Job Family Customer Service (CS)

Location CA - ON - Mississauga