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Customer Care Specialist

Location: 

Buffalo, NY, US, 14213

Req ID:  25151
Segment:  Customer Service

Rich’s, also known as Rich Products Corporation, is a family-owned food company dedicated to inspiring possibilities. From cakes and icings to pizza, appetizers and specialty toppings, our products are used in homes, restaurants and bakeries around the world. Beyond great food, our customers also gain insights to help them stay competitive, no matter their size. Our portfolio includes creative solutions geared at helping food industry professionals compete in foodservice, retail, in-store bakery, deli, and prepared foods, among others. Working in 100 locations globally, with annual sales exceeding $3.8 billion, Rich’s is a global leader with a focus on everything that family makes possible. Rich’s®—Infinite Possibilities. One Family.

PURPOSE STATEMENT

The Customer Care Specialist will provide customer service and support to our customers, internal departments, and field associates in handling product performance issues and inquirieswhile maximizing the Customer Experience.

KEY ACCOUNTABILITIES/OUTCOMES
  • Receive, research, and respond to customer phone calls in a timely manner.
  • Act as Voice of the Customer when communicating information from incoming faxes, emails, Internet inquiries, letters, and plant responses in addition to inputting them into customer relationship system (CRS) in a timely manner.
  • Generate communications (i.e. letter, email, verbal) in response to customer complaints/inquiries that include empathy and maximize the Customer Experience with our company; which includes challenging  responses from our plants and internal associates to meet this objective.
  • Assist in improving Customer Care processes to better serve our customers and work smarter.
  • Engage in Surprise and Delight activities with a focus on enhancing the customer experience and word of mouth marketing.
  • Generation and distribute  daily, weekly, monthly and ad hoc customer complaint / issue reports while analyzing data and reporting / escalating any potential trends.
  • Assist in improving Customer Care processes to better serve our customers and work smarter.
  • Interaction with internal associates and departments to resolve product performance issues and requests for information.
  • Performs all accountabilities within the policies, procedures, and code of ethics of Rich Products, Corp.
KNOWLEDGE/SKILLS/EXPERIENCE
  • Bachelor’s degree in Communication, Marketing, or Business with at least 3 years business experience to include customer service and/or customer relationship management.
  • Solid interpersonal and verbal /written communication skills with emphasis on writing.
  • Knowledge of product line offered by all strategic business units or food service/bakery related job experience preferred.
  • Understanding of technical skills required in food preparation, handling and equipment preferred; Quality Assurance experience a plus.
  • Strong PC proficiency to include Microsoft Office 2010 (Excel, PowerPoint, Word, Outlook).
  • Spanish and/or French language skills a plus.
  • Ability to travel 1-2 times per year.

Rich Products Corporation, its subsidiaries and affiliates (“Rich’s”), are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, gender identity, sexual orientation, marital status or any other legally recognized protected basis under federal, state, or local law. The information collected by this application is solely to determine suitability for employment, verify identity, and maintain employment statistics on applicants.

 

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Rich’s. Please contact Rich’s Human Resources department at asc@rich.com if you need assistance completing this application or to otherwise participate in the application process.

BRINGING YOUR BEST SELF TO WORK.

As a family-owned company, caring for our associates—their whole selves—is a top priority. That’s why we provide benefits and tools to help our people balance the integration of work and life:

  • Competitive compensation
  • Health & financial benefits
  • Paid time off
  • Parental leave
  • Family planning support
  • Flexible work policy
  • Associate affinity groups
  • Volunteering & community impact opportunities
  • Holiday gatherings
  • In-house taste tests (we are a food company after all)!

It’s all part of how we support our family of associates. Because in the company of family, all things are possible.

MEET RICH’S.

Rich’s, also known as Rich Products Corporation, is a family-owned food company dedicated to inspiring possibilities. From cakes and icings to pizza, appetizers and specialty toppings, our products are used in homes, restaurants and bakeries around the world. Beyond great food, our customers also gain insights to help them stay competitive, no matter their size. Our portfolio includes creative solutions geared at helping food industry professionals compete in foodservice, retail, in-store bakery, deli, and prepared foods, among others. Working in 100 locations globally, with annual sales exceeding $3.8 billion, Rich’s is a global leader with a focus on everything that family makes possible. Rich’s®—Infinite Possibilities. One Family.


Nearest Major Market: Buffalo

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