Customer Support Representative

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 CustomerService Specialist, you will be responsible for delivering exceptional support by actively listening andpromptly responding to customer inquiries and concerns. Your role includes ensuring customersatisfaction, building strong relationships, resolving issues, and providing accurate information about ourproducts and services. You will assist customers by addressing complaints, answering questions, andprocessing orders and returns efficiently and courteously. The Customer Service Specialist will beresponsible for collecting information on how to best serve clients.Responsibilities Serve as the initial point of contact for customer inquiries and issues, responding promptly,professionally and empatheticallyIdentify and resolve customer concerns, ensuring their satisfaction and exceeding expectationswhile partnering with Sales Reps on pertinent customer communicationsAssist customers with order processing, shipment tracking, and returns or exchangesFollow customer orders through the full process from the time of receipt via phone, email orelectronic data transfer to order entry in Erp system and through shipping and invoicingMaintain accurate records of customer interactions and inquiriesCollaborate with other departmental teams (Sales Reps, Plant personnel, Sales Support, QA,Regulatory, Logistics and Warehouse) to resolve customer issues. Escalate complex problems asneeded to ensure a positive customer experienceMaintain high customer satisfaction by building rapport and establishing strong relationships withcustomers and sales representatives to anticipate and collaborate on customer future needs. Assist with preparing multiple report metrics to analyze various departmental KPIsFollow communication procedures, guidelines, and policies while maintaining a positive brandimage for the companyQualifications  Bachelor’s degree or anticipated completion date Proficiency in using relevant computer systems and software. Strong Excel skills requiredAbility to multi-task and handle high-pressure situationsAttention to detail and accuracyEmpathy, patience, and a positive attitudeExcellent communication and interpersonal abilities. Strong problem-solving skills and the ability to resolve customer issuesExceptional customer service skills with a strong focus on customer satisfactionThis role reports to the Customer Service Supervisor.Irca Group offers career growth opportunities as well as competitive compensation and benefits:Medical, Dental, & Vision, 401(k) matching, Paid Vacation, and Holidays, Employee Education Tuition Reimbursement ProgramWe may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.