Role Overview
We have a great opportunity for someone to join us as a Customer Support Specialist based from our headquarters in The Woodlands. The role will be responsible for administrative tasks such as processing orders, managing customer accounts and assisting with sales documentation acting as a bridge between the sales, operations and customer teams, providing exceptional customer service and ensuring seamless communication.
Business Overview
Westway Feed Products is North America’s largest manufacturer of liquid supplements for livestock. Additionally, we produce feed mill products, dried molasses and industrial products. The core concept of Westway’s business is to utilize co-products from other industries and convert them into safe, high-quality, cost effective, livestock feed supplements. While Westway’s primary ingredient for many of our products is molasses, we also incorporate other co-products. The concept of utilizing these co-products is the foundation of our sustainability platform. Today, Westway operates 22 production facilities across the United States, Canada and Mexico. Our geographic reach allows for products to be developed according to environmental and production system variations across the country.
We are part of ED&F Man Commodities, a world leading trader of agricultural products including coffee, sugar, molasses and animal feed.
Key Accountabilities
- Serve as the initial point of contact for customer inquiries and issues, responding professionally and empathetically.
- Identify and resolve customer concerns, ensuring their satisfaction and exceeding expectations.
- Assist customers with order processing via phone, email, and text, as well as shipment tracking, invoice errors and returns.
- Maintain accurate records of interactions and inquiries with customers to include sales and operations.
- Provide basic technical support for sales and operations, troubleshoot issues, and escalate complex problems as needed.
- Collaborate with other departments to resolve challenges and ensure positive customer experience including order and delivery status.
- Maintain high customer satisfaction by building rapport and establishing strong relationships with customers and sales teams.
- Monitor sales reports and future forecasting to proactively encourage strategic ordering.
- Train other staff on processes, procedures, and software as well as providing back-up and relief for other members of the department as needed.
Skills and Experience
- Educated to the level of a Bachelors Degree highly desirable, however high school education and relevant experience acceptable.
- Previous working experience as a customer service or inside sales specialist.
- Proficient in Microsoft Office Suite and ability to learn and utilize ERP software systems – previous experience using D365 or Halo knowledge highly advantageous.
- Ability to read, analyze and interpret documents including manuals, reports and company correspondence.
- Ability to communicate effectively, verbally and in writing, with customers and co-workers.
- Competency to generate correspondence and instructions, using accurate grammatical skills.
- Proficiency in professional and appropriate communication and interaction with others, as well as being able to effectively maintain working relationships with other staff and customers.
- Highly organized logistically, ensuring attention to detail to allow meeting relevant deadlines.
- Must be able to work independently with general direction from supervisor, as well as team environments.
- Able to take initiative in identifying challenges and applying sound judgment to finding appropriate solution in a timely manner.
We recognise that talent comes in many forms, and we value potential just as much as experience. If this role excites you but you don’t meet every requirement, we still encourage you to apply.
Our Offer
We provide a fast-paced, stimulating and truly global environment, which will stretch your abilities and channel your talents. We also offer competitive salary and benefits combined with outstanding career development opportunities in one of the global leaders in soft commodity trading.
Our Values
Respect, Integrity, Meritocracy, Client Focus, Entrepreneurship
Our values define who we are. They are the fundamental beliefs that determine our actions and guide our behaviour. They influence the way we communicate and collaborate, and define the way we engage with our clients, partners, and communities. Our values are underpinned by a set of essential behaviours, which form part of our performance management approach. Delivering on our objectives is very much about ‘what’ we do, but these essential behaviours also provide a guide and measure for ‘how’ we do things. Our performance essentials are Take Initiative, Self‐Management, Deliver Results and Collaboration.
Our Commitment
We are committed to creating and sustaining an inclusive and diverse work environment where all employees are treated with dignity and respect. We are committed to promoting equal opportunities in employment and are focussed on actively building and developing diverse teams. All qualified applicants will receive equal treatment without regard to race, colour, sex, gender, age, religion or belief, ethnic or national origin, marital or civil partner status, physical or mental disability, military or veteran status, sexual orientation, gender reassignment (identity, gender expression), genetic information or any characteristic protected by local law.
