Customer Care Agent

Roquette is a family-owned global leader in plant-based ingredients and a leading provider of pharmaceutical excipients.

Want to help us make a difference?
Using plant-based resources, we collaborate with our customers and partners to imagine and offer ingredients to better feed people and treat patients.
Each of our ingredients responds to unique and essential needs, and they enable healthier lifestyles.

The Role:

We are looking for our next Customer Care Agent within our Customer Care Team.. The Customer Care Agent will be responsible for managing customer interactions and ensuring smooth transaction processes, including outbound calls for follow-ups, handling complaints, and monitoring deliveries. The position focuses on maintaining customer satisfaction through effective communication and problem resolution.

This position is located in Keokuk, Iowa

Compensation:

The below salary reflects the range of possible compensation for this role. An associate's position within the salary range will be based on several factors including, but not limited to, relevant education and years of experience, skills, and geographic location.

The salary range for this role is estimated to be $58,995 - $62,000.

What We Offer:

• A highly collaborative team environment with ample room for exponential career growth.
• Competitive pay, annual performance bonus, comprehensive benefits, 6.2% company retirement contribution, and professional development opportunities.
• Generous paid time off and 12 annual paid company holidays.
• 12 weeks 100% paid maternity leave, and up to 4 weeks 100% paid parental leave (including adoption/surrogacy/foster care leave) for non-birthing parents.
• Student loan repayment assistance and tuition reimbursement program for select roles.
• Annual wellness benefit and wellness centered programs focused on your health needs.

What You'll Do:

• Provide outbound calls to customers (phasing follow-up, orders, deliveries, complaints,);
• Create contracts and spot contracts, follow-up on contract adherence
• Create Customer and Broker Rebate Agreements
• Receive customer Purchase Orders, analyze the order in consistency with the contract information and create or update the Sales Order accordingly
• Follow up and monitor the Sales Order portfolio.
• In relationship with freighters, follow-up on deliveries and keep customers informed
• Provide the documentation attached to the delivery
• Manage customer complaints
• Issue credit and debit memo requests
• Work with Credit Team to manage soft recovery actions
• Receive, review, handle and follow-up on customer requests; lead the internal coordination to obtain what is needed according to the service level agreement.
• Contribute to enhance the Net Promotor Score and customer satisfaction

What You'll Need:

Experience:

• Must be able to work both independently and with teams to resolve discrepancies and develop preventive actions.
• Must have excellent written and verbal communication skills.
• Must have the ability to exercise independent judgment while adhering to company policies.
• Must have critical thinking ability and strong analytical skills.
• Must be well organized, detail-oriented, and able to manage frequent interruptions and changing priorities
• Must be a team player with the ability to work in a multicultural network
• Proficient in Microsoft Office applications such as Outlook, Word, Excel and PowerPoint.
• Must be proficient with Adobe PDF and Microsoft Office applications such as Excel, Outlook, Teams, and Word
• SAP experience is preferred.

Position Type/Expected Hours of Work

• This is a full-time position. Days and flexible hours of work are required to meet facility demands.
• Normal hours are Monday through Friday 8:00 AM to 5:00 PM with a one-hour lunch break
• There is a rotating on call schedule

Physical Demands

• 90% sitting, 5% walking, 5% standing.
• Must have the ability to occasionally lift, push or pull up to 10 lbs.
• Repetitive use of hands and arms.
• Occasional twist of head and/or back.
• The employee is regularly required to talk, hear, and use near and far vision.

AAP/EEO Statement

Roquette is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law. "AAP, EEO, Drug-Free Workplace"

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

If you identify yourself in this position, please apply byuploading your resume and let's start the journey together!

Roquette is proud to be a global company where you can find personal and professional growth through multiple diverse experiences.

Roquette strives to create a dynamic workforce while remaining firmly committed to equal opportunity by complying with EEO laws.

As we continue to grow, Roquette understands that to be successful we must always be inclusive in our approach.

To find out more about our products, values and sustainable development ambitions visit us at www.roquette.com and at www.sustainability.roquette.com