IRCA
Food Ingredients
CustomerServiceRepresentative
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Service Representative at IRCA. Skills: Customer service, Customer support. Serve as initial point of contact. Respond to customer inquiries”
What You'll Achieve.
Ensure customer satisfaction; Exceed customer expectations
Industry & Context.
Problem-solving
What They're Looking For.
Must Have
Bachelor's degree or completion date, Proficiency in computer systems, Excel skills required, Ability to multi-task, Handle high-pressure situations, Attention to detail, Accuracy, Empathy, Patience, Positive attitude, Excellent communication abilities, Interpersonal abilities, Problem-solving skills, Resolve customer issues, Exceptional customer service skills
What You'll Do.
Serve as initial point of contact
Respond to customer inquiries
Respond to customer issues
Identify customer concerns
Resolve customer concerns
Partner with Sales Reps
Communicate with customers
Assist customers with order processing
Assist customers with shipment tracking
Assist customers with returns
Assist customers with exchanges
Follow customer orders through full process
Enter orders in ERP system
Maintain accurate records
Record customer interactions
Record customer inquiries
Collaborate with departmental teams
Resolve customer issues
Escalate complex problems
Ensure positive customer experience
Build rapport with customers
Establish relationships with customers
Anticipate customer future needs
Collaborate on customer future needs
Prepare report metrics
Analyze departmental KPIs
Follow communication procedures
Follow communication guidelines
Follow communication policies
Maintain positive brand image
How You'll Work.
Team & Collaboration
Partner with Sales Reps; Collaborate with other teams; Collaborate with Sales Reps; Collaborate with Plant personnel; Collaborate with Sales Support; Collaborate with QA; Collaborate with Regulatory; Collaborate with Logistics; Collaborate with Warehouse
Communication Scope
Customer communication
Full Job Description
## Description IRCA is a prominent international provider of semi-finished ingredients for the bakery, pastry, and gelato markets. They cater to independent producers as well as large food manufacturers, including consumer packaged goods (CPG) companies. The company's core product offerings consist of chocolate, chocolate decorations, creams, pastry mixes, gelato ingredients, and various other bakery and pastry ingredients. Headquartered in Italy, IRCA was acquired by Advent International, a global private equity firm, in July 2022. The company has demonstrated a strong history of growth over the past decade. As part of its growth strategy, IRCA made two bolt-on acquisitions in 2022. They acquired Cesarin, a provider of candied fruits, and Anastasi, a supplier of pistachio ingredients. These acquisitions expanded IRCA's product portfolio and market reach. More recently, IRCA acquired the leading manufacturer of sweet and cereal products in Europe and the US. The target company focuses on high-value specialty ingredients for the Food Manufacturers segment. Their product range includes sweet particulates, chocolate confections, baked inclusions, variegates, and fruit purées. This deal, successfully completed in March of 2023, is a transformative move for IRCA, establishing them as a global leader in the semi-finished ingredients industry. With this acquisition, IRCA has a combined revenue of €1 billion in 2023 and a presence in 22 manufacturing facilities across Europe, the US, and Vietnam. This expanded manufacturing footprint and diversified product portfolio positions IRCA as a key player in the market, serving a wide range of customers in the bakery, pastry, and gelato sectors, as well as food manufacturers. This is an onsite role, for our office located in Suwanee, GA. onsite daily, general hours are 8AM to 5PM A Customer Service Specialist (CSS) acts as the primary internal contact for customers. As a Customer Service Specialist, you will be responsible
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