Customer Service Representative at Butterball

Butterball, LLC, one of America’s most iconic brands, helps consumers celebrate Thanksgiving and every day in between. Located in the thriving Raleigh-Durham, North Carolina area, our goal is to provide a diverse array of career opportunities and paths which include our farms, processing facilities and support offices.We are the largest producer of turkey products in the U.S., and we make a lot more than Thanksgiving turkeys. Our company’s measurable growth is in no small part due to our team members in North Carolina, Arkansas, Illinois, and Missouri, who each have a seat at the table to contribute to our success

Job Summary

Customer Service Representatives (CSRs) ensure customer satisfaction and retention throughout the entire customer order life cycle journey. They serve as the primary point of contact for customer inquiries and safeguard customer-related information and sales orders. They ensure orders are processed promptly, meet our lead time parameters, and balance the needs of the business and the customer. CSRs produce daily and weekly reports communicating pricing issues, shortages, and allocations to our broker and sales network. 

Essential Functions, Duties & Responsibilities:

• Retrieve, process, release, and confirm all sales orders and revisions are accurate in SAP.
• Assist with electronic data interchange (EDI) order flow, including Data Universal Numbering System (DUNS) manual entry, outside warehousing, and invoicing.
• Respond promptly to customer email and phone inquiries on order status, delivery issues, product information, etc.
• Support sales goals and assist regional sales managers and brokers to meet sales targets (e.g., order changes, price adjustments, freight charges).
• Support demand planners/supply chain with forecasting and order allocation processes.
• Assist the credit department by researching and reviewing price discrepancies, deductions, and invoice issues.
• Work closely with internal transportation and logistics teams and outside warehouse partners to help resolve service issues, (e.g., delivery appointments, date changes, product rotation, and over, short, and damaged (OS&D) freight).
• Create customer returns, credits, and debits.
• Order customized product sample packages for customers, sales, marketing, copackers, and special events (e.g., food shows cuttings).
• Communicate daily with multiple departments, internal and external, to resolve everyday transactions.  This includes buyers direct, salary-level, and all management levels.
• Communicate customer service procedures and policies, including new broker and sales training, to meet alignment with our company’s visions, goals, objectives, and procedures.
• Communicate daily on shortages, delayed deliveries, pool changes, etc. to customers and sales teams.
• Create and send proforma invoices and risk account payment reports.
• Maintain price confidentiality and update pricing and special programs (features, OI, promotions) in SAP as needed.
• Communicate with USDA to request and resolve export documentation issues.
• Schedule export freight forwarders to ensure border and port deadlines are met.
• Create and expedite documents for export orders, currency translation of invoices, and proforma invoice creation for prepayments.
• Performs other duties as assigned. 

Knowledge, Skills & Abilities:

• Passion for helping others and demonstrated ability to recommend and deliver customer-centric solutions.
• Skilled decision making that considers and balances the need of the business and our customers.
• Demonstrated ability to effectively work independently and as part of a cross-functional team with the desire to build strong relationships.
• Proficient with Microsoft (MS) suite (Word, Excel, PowerPoint, Teams, Outlook, etc).
• Excellent organizational skills and attention to detail with effective time management and prioritization skills.
• Comfortable working in a fast-paced operational environment with a keen sense of urgency.
• Consistent track record of achieving results, even under tough circumstances.
• Strong written and verbal communication skills with the ability to collaborate with internal and external stakeholders at all levels.
• Ability to work some weekend or after-hour work to support time zone differences or urgent logistical issues as needed.
• Ability to work flexibly from either office or home environments as needed.
• Embodies Butterball’s core competencies: 
  • Safety First: We put safety first. The health, safety, and wellbeing of our people, products and turkeys is everyone’s responsibility and everyone’s jobs.
  • Integrity: We trust each other to do the right thing. We act with integrity and gain the confidence and trust of others through honesty, respect and authenticity.
  • Stewardship: We take care of what matters. We are accountable to our commitments and take responsibility for the wellbeing of our teams, our quality, our customers, our business, our brand and our communities. We are always answerable for our actions and those we lead.
  • Enthusiastic Attitudes: We create a climate where everyone feels they belong and can be engaged, every day. Where our people are enthusiastic and motivated to do their best and work together to make great things happen.
  • Continuous Improvement: We are committed to continuous improvement. We challenge ourselves and our company to constantly learn, develop, grow, improve and innovate.

Education & Experience:

• Associate degree in business or related field - or relevant work experience equivalent.
• 3 years customer service background is required; preferably in a related manufacturing field.

Work Conditions & Physical Requirements: 

• Work is performed in a climate-controlled office environment with telephones, personal computers, and printers with the option to work remotely at least two days a week. 
• Prolonged periods sitting at a desk and working on a computer. 
• Keying/typing, hearing, field of vision, and talking/speaking. 
• The noise level of the environment is usually moderate.
• Occasional lifting up to or about 15 pounds.
• May require standing less than or equal to 1/3 of the day.
• Occasional travel may be required.  

The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of what is required of personnel so classified.  Furthermore, they do not imply or establish a contract for employment and are subject to change at the discretion of the employer. 

Butterball, LLC is an equal opportunity employer and is committed to the fair and impartial treatment of all employees and applicants for employment without regard to gender, age, race, religion, color, national origin, physical or mental disability, military/veteran status, sexual orientation, gender identity and expression, genetic information, marital status, parental status, pregnancy, or any other status protected by law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of what is required of personnel so classified. Furthermore, they do not imply or establish a contract for employment and are subject to change at the discretion of the employer. Butterball, LLC is an equal opportunity employer and is committed to the fair and impartial treatment of all employees and applicants for employment without regard to gender, age, race, religion, color, national origin, physical or mental disability, military/veteran status, sexual orientation, gender identity and expression, genetic information, marital status, parental status, pregnancy, or any other status protected by law.This position is deemed Safety Sensitive for purposes of Butterball’s Drug/Alcohol Screening & Testing Policy. Details will be provided to individuals who receive a conditional job offer, or upon request.