Customer Operations Rep - Purina

📋 Description

• • Serve as the primary point of contact for customers regarding order entry, pricing inquiries, product availability, and quality concerns for Purina products.
• • Execute order management processes in full compliance with Standard Operating Procedures (SOP) to ensure accuracy and eliminate entry or pricing errors throughout the order lifecycle.
• • Utilize advanced telephone skills to deliver exceptional customer service, maintaining a professional, pleasant, and positive representation of Land O'Lakes and Purina at all times.
• • Manage customer accounts end-to-end, including logging calls, updating contacts, building notes, and tracking service requests within Salesforce.
• • Interpret and apply complex contract terms, promotional discounts, and pricing structures to accurately fulfill customer orders and resolve discrepancies.
• • Act as a liaison between customers and internal teams including sales, supply chain, and manufacturing to align on customer needs and drive timely resolutions.
• • Identify recurring process issues or customer service trends and proactively recommend operational improvements to enhance efficiency and customer satisfaction.
• • Maintain strict adherence to Sarbanes-Oxley (SOX) compliance standards in all customer-facing and data-handling activities.
• • Ensure all customer communications—written and verbal—are clear, accurate, and timely, with appropriate escalation of unresolved issues to relevant departments.
• • Perform web-based order entry using advanced knowledge of digital order systems and ensure all transactions are properly documented and validated.
• • Collaborate cross-functionally with diplomacy and tact to achieve alignment on customer requirements while supporting continuous improvement initiatives.
• • Maintain up-to-date records in Salesforce and other systems to ensure data integrity and support reporting needs across business units.
• • Demonstrate high standards of business ethics, personal accountability, and integrity in all customer interactions and internal communications.
• • Work a fixed schedule between 7:30 a.m. and 4:00 p.m. EST, five days per week, to ensure consistent customer support coverage.
• • Support customer service operations with precision, ensuring all orders are processed accurately and completed in full accordance with company policies and procedures.