Job: Dairy Customer Care Specialist - Phoenix, AZ

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Job Description

Dairy Customer Care Specialist - Phoenix, AZ

Corporate Summary: At Shamrock Foods Company, people come first - our associates, our customers, and the families we serve across the nation. A privately-held, family-owned and -operated Forbes 500 company, Shamrock is an innovator in the food industry and has been since being founded in Arizona in 1922. Shamrock specializes in the manufacturing and distribution of quality food and food-related products through a family of companies, including Shamrock Foods foodservice distribution and Shamrock Farms dairy manufacturing.

Summary: Customer Care Level I Specialist is responsible for the execution of Customer Care procedures, quality standards and strategies. Level I Specialists will facilitate customer order placement, issue resolution and support the overall achievement of account service level requirements. These requirements included, accuracy of orders, communication of order status and delivery and incremental sales. Level I Specialist will support the overall achievement of established customer service standards and over account management.


  • Enters alphabetic, numeric, or symbolic data from customers called or from incoming customer calls, directly into computer, verifying customer number, delivery date, each product code and product ordered as displayed on crt screen before entering as correct and complete.
  • Self starter and self motivation are essential characteristics for total job enhancement; time management, discipline, and a team based attitude drives the entire department.
  • Compiles, sorts, and verifies accuracy of data to be entered.
  • Keeps record of customers called from a pre-assigned customer call list that is distributed daily to each station; each customer call schedule is completed by the close of each day, and maintenance of call schedules is on "as needed" basis.
  • Accurate entering and processing of customer orders and requests; resolving customer questions and/or concerns; strong follow-up with sales and customer; processing outs, edits and sales reports
  • Assist in preparation of SFC product and sales information, resources, services, customer presentation packets including PowerPoint presentations as needed.
  • Maintain correspondence with all customers by telephone/fax/email regarding billing, pricing, delivery schedules, credits, product availability, order search, and general customer concerns
  • Address all customer service issues with the designated internal departments for investigation and problem solving.
  • Prepare outgoing mailings to all customers (product lists, informing customer of change of service, surveys, etc.).
  • Inter-department cross training.
  • Clerical duties- filing, daily inbound call tracking, monthly customer-courtesy service call report (Spread sheet & word processing).
  • Coordinate and communicate all activities between sales & their respective customer entities to ensure a smooth roll-out process for openings and Customer On-boarding Process, complete with follow-up timelines and customer expectations metrics
  • Identify process improvement opportunities; show consistent project participation; ensure sustainment of Customer Care processes.
  • Contribute positively to the Customer Care team, sales community, customer account base, culture, business needs and productivity of sales goals and initiatives
  • Perform other duties as assigned.

2228 N Black Canyon Hwy
Phoenix, Arizona, 85009
United States

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