Customer & Products Insights Specialist

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 $4 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 & Product Insights Specialist role is a Customer Obsessed associate who handles customer complaints, issues and inquiries related to our products, ensuring a satisfying customer experience, regardless of the outcome. They foster effective working relationships with several internal departments throughout Rich's, enabling them to respond accurately and efficiently to consumers, customers, and field associates. They are action oriented, active listeners and effective communicators acting with time sensitivity. They are proficient in handling multiple incoming issues and requests at a time and are responsible for tactical decision making on internal and external inquiries while delivering the Rich Experience

KEY ACCOUNTABILITIES/OUTCOMES

70% - Intake and respond directly and immediately to incoming customer complaints, issues, inquiries and requests via phone, email, and websites. Facilitate comprehensive solutions to maximize the Rich Experience for customer inquiries: Utilizing internal and external cross functional resources to investigate, research and effectively respond to customer/consumer questions, concerns, issues, and requests in a timely manner.

• Coordinate with internal/external teams to develop a comprehensive response.
• Make appropriate business decisions on prioritization and escalation of requests based on urgency and customer sensitivity.
• Document request through to resolution within CRM
• Receive and respond to Customer Requests for Information (vendor documents), by dissecting the request and disseminating to the appropriate departments for completion and then collecting back the completed documents and compiling before returning to the customer

10% - Project team member, including but not limited to: Sustainability, Process Documentation, Customer Requests for Information, Acquisition/Integration, Automation

10% - Innovation through process improvements - Identifying, creating, and implementing solutions to drive increased efficiencies.

• Maintains appropriate records within CRM cases to collect data and prepare reports.
• Generation and analyzation of daily, weekly, monthly, and ad hoc reports
• Identifies, investigates, and escalates potential trends to drive to root cause.
• Implements automation solutions to correct issues and enhance process

10% - Be Agent of Change - Identify, analyze, communicate, and drive improvements on key process within the Customer & Product Insights Team

KNOWLEDGE/SKILLS/EXPERIENCE

• BS Degree in Supply Chain, Business, Communications, or related field, or 10+ years of experience.
• 2+ years of customer service/customer care/supply chain experience in a high paced environment
• Strong communication skills and etiquette - written, verbal, and phone (interpersonal skills)
• Demonstrated problem-solving, troubleshooting, planning, organizing and leadership skills
• Demonstrated ability to multitask and work under pressure
• Continuous improvement mindset
• Ability to master current and future technology
• Strong influencing skills - ability to influence peers, customers (internal/external) and sales
• Financial, system & supply chain acumen
• Logical/Informed decision making - ability to manage multiple requests for information and incoming responses to those requests from various functions of the organization
• Ability to collaborate across the supply chain
• Strong relationship builder

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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 [email protected] if you need assistance completing this application or to otherwise participate in the application process.