Customer Support Specialist

Job description

Job Description TITLE: Customer Support Specialist Location: Whitemarsh, MD REPORTS TO: Customer Support Team Lead Ingredion Incorporated is in search of a Customer Support Specialist, who will enthusiastically serve as a critical point of contact with Ingredion’s customer base, from the initial placement of orders for products through their delivery. This position aligns with logistics and is not a call center. This role partners with colleagues in Logistics, Quality, Sales, Program Management, and Order Coordination to capture information and resolve customer problems, all while ensuring high levels of satisfaction and customer retention. Individuals who work in this position develop a knowledgebase which can lead to new opportunities or a rotation into other areas of the organization, such as Logistics, Sales, Supply Chain, or Quality. As a Customer Support Specialist, your responsibilities will include: · Process customer orders for ingredient products, address questions, resolve issues, and respond to inquiries. · Participate in the after-hours program for the department · Ensure the accuracy of order data and act as the expert for the order processing flow (system and processes). Compute mathematical calculations related to order processing, delivery times, and freight as necessary · Maintain up to date files according to the standard operating procedure. Ensure copies of orders and return orders are given to appropriate partners · Ensure all customer complaints are tracked according to department and company procedures · Demonstrated ability to work two or more of Ingredion’s product lines and customer categories to provide valuable information to the customer · Knowledgeable of nuances within multiple business segments · Seek to purposefully identify issues, consider alternative solutions, and take corrective action to resolve problems. Provide support/service to the client as well as communicating status to all parties involved · Utilize company databases to ensure procedures are followed, provide accurate information, and update documents as necessary · Prioritize tasks accurately and in a timely manner · Collaborate with and support team members. Participate in group problem solving and team activities · Recommend and implement process improvements · Serve as a liaison between external customers and internal functions to ensure customer satisfaction The Customer Support Specialist position is well-suited for you if you: · Care First – Contribute to an environment that enables the wellbeing of our people and customers · Be Preferred - Ability to adapt to changing circumstances and resolve problems in a fast-paced environment, successfully coordinate and handle multiple tasks/activities simultaneously · Everyone Belongs – Embrace diversity and proactively foster an inclusive work environment where each person is valued and feels inspired to contribute their best · Innovate Boldly - Identify and implement process improvements within the team. Willingness to pursue a Lean Six Sigma or Lean Specialist certification. Strong detail orientation and business/math acumen, including ability to think critically, analyze problems, and advocate for fact-based solutions · Owner’s Mindset – Takes personal responsibility to anticipate challenges, proactively search for opportunities, and make decisions that are in the best interest of the company Qualified candidates will have: · 2-6 years of experience preferred. · Bachelor’s Degree preferred. · SAP, Salesforce, and EDI experience required. · Execute on fundamental tasks such as order entry, resolving customer complaints, problem solving etc. Relocation Available? NO Job Grade: D We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Ingredion is a global ingredient solutions company making sweeteners, starches and unique ingredients from plant sources such as corn, tapioca, rice, sago and potato. We provide solutions and innovate for almost 60 industry sectors across more than 40 countries. We bring the potential of people, nature, and technology together to create ingredient solutions that make life better. Every day, we bring our skill, creativity, and passion together to deliver ingredient solutions that enhance people’s lives. We are innovators who combine the power of technology with the best of nature to delight customers and consumers. We hold ourselves to the highest standards in ethics, safety, quality, and sustainability. Unlocking the potential of people, nature, and technology to make life better is what drives us in every aspect of our business As a Fortune 500 global provider of ingredient solutions, Ingredion offer great careers across various functions. If you are curious, confident, and believe in the power of game-changing ideas, we want you to make us part of your career formula. What is the formula for a winning career? It starts with joining a thought leader, innovator and true high performer, grounded in shared values and purpose and driven to innovate and advance. As a Fortune 500 global provider of ingredient solutions, Ingredion offer great careers across various functions—corporate, scientific, engineering and operations, sales and technical service, marketing and more. If you are curious, confident, and believe in the power of game-changing ideas, we want you to make us part of your career formula. Successful: Grow with a leader. Ingredion is FORTUNE 500 company with consistently strong financial performance. Responsible: Thrive with an organization that lives its values. We drive relentlessly toward sustainable practices and responsible operations wherever we do business. Meaningful: Be proud of where you work and what you do. Ingredion enables innovation in foods, beverages and consumer products that touch lives around the world. We are an equal opportunity employer and value diversity at our company. Ingredion seeks to provide a work environment that is free from harassment and discrimination. We will not tolerate any form of discrimination based on race, color, religion, age, gender, gender identity, gender expression, national origin, ancestry, handicap or disability—mental or physical—marital status, sexual orientation, veteran status, disability resulting from military service, or any other classification protected by law (“protected classifications”). We are committed to establishing and maintaining a work environment where everyone is treated with dignity and respect. Ingredion provides accommodations to job applicants with disabilities throughout the hiring process. If a job applicant requires an accommodation during the application process or through the selection process, we will work with the applicant to meet the job applicant's accommodation needs. Ingredion uses AI-enabled tools to support parts of the recruitment process, including resume screening and interview scheduling. These tools help match candidate skills to job requirements and streamline communication. All AI-assisted decisions are reviewed by our Talent Acquisition team to ensure fairness and compliance with applicable laws. By applying, you acknowledge that AI may be used to support your application journey. Relocation Available: No Pay Range: $58,700.00-$78,300.00 Annual This pay range is not a guarantee of compensation or salary. Final base salary will be determined based on several factors which may include but are not limited to responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data and applicable bargaining agreement (if any). Incentive Compensation: As a part of the total compensation package, this role may be eligible for the Ingredion Annual Incentive Plan or a role-specific commission/bonus. Benefits: Full-time roles are eligible for our comprehensive benefits package which includes medical, dental and vision coverage as well as a 401(k) plan with an competitive company match.