Customer Service Specialist

Who We Are

At Lindt, we are a global fast-growing consumer goods company, enchanting the world with premium chocolate. We are driven by our passion for excellence and go the extra mile ensuring that every Lindt experience is nothing short of exceptional. Our collective efforts are geared towards making a positive impact, not only in the world of premium chocolate but also in the lives of our employees, customers, and communities. Our company embraces a culture defined by the core values of Excellence, Innovation, Entrepreneurship, Responsibility, and Collaboration, fostering a dynamic and collaborative environment where these principles drive our success.

Position Purpose

The Customer Service Specialist is accountable for compliance, processing, and fulfilment of our customer’s orders to maximize On Time, In Full-service levels. This is accomplished through effective workload management and collaboration to ensure our customers respect our policies and pricing, orders are processed timely and accurately, and we exceed our customer service expectations. This role engages across Sales and Supply Chain to ensure we meet or exceed our internal targets and customer’s expectations.

Customer Service

Essential Job Functions & Responsibilities:

• Accountable to provide Lindt’s customers the best service possible on a day to day basis.
• Collaborate with Sales, Brokers, and Supply Chain teams to solve service challenges
• Responsible to track, respond, and solve order fulfilment and delivery issues that do not meet customer requests.
• Responds to Customer’s, Broker’s, or Sales’ inquiries or order issues within 24 hours.
• Prepare order reports and status on a scheduled basis.
• Communicate/elevate any service or product allocation risks along with recommended resolution to stakeholders.
  
  

Order Processing

• Processes orders in compliance with customer requirements and standard operation procedures for lead time and fulfilment.
• Processes orders in compliance with other internal standard operating procedures.
• Resolves order non-compliance issues within 24 hours (pricing, policies, order holds, EDI).
• Ensures orders, returns, and complaints are processed compliant to internal Lindt & Sprungli controls.
• Manage or escalate order exceptions related to pricing, product availability, and lead time.
  
  

Account Management

• Report and review daily, weekly, and monthly KPI controls and implement corrective actions to meet or exceed target goals.
• Create and maintain documentation and system integrity relevant to assigned accounts.
• Responsible for customer on boarding process including customer requirements and system set up.
• Identify and implement areas of improvement to OTIF (on time; in full)
  
  

Experience

Qualifications & Requirements:

• Customer Service related experience
• ERP system experience, (SAP preferred)
  
  

Skills & Knowledge

• Proficient at Microsoft Office
• Team focused and collaborative
• Prioritize and manage workload effectively
• Must have solid written and verbal communication skills
  
  

Education

• Associated degree (Bachelor’s in Supply Chain or Business Management preferred)
  
  

Other Requirements

• Knowledge of logistics and order processing in a manufacturing environment.
• Willingness to work longer hours during peak season to complete daily tasks.
  
  

Total Rewards

Compensation : $25 - $28 per hour based on experience

To learn more about our benefits visit https://jobs.lindtusa.com/total-rewards

Lindt USA’s salary range reflects market rates based on our size, revenue, and location. Starting pay is determined using a wide range of factors including, but not limited to, job-related skills, knowledge, and experience as well as market conditions. A bonus and/or long-term incentive may be included as part of this compensation package.

Lindt and Sprüngli is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, national origin, religion, sex, disability, age, veteran status, or any other classification protected by state, local or federal law. Applicants for this position must successfully pass a background screening and may be required to pass drug screenings as well.

If you are looking to join a winning team and fast-track your career, contact us!

Join us in our journey of excellence, impact, and growth