About Kite Hill:
Kite Hill is the innovator in the dairy alternative, plant-based space. An emerging brand that has become extremely popular with demand growing for our great tasting, vegan yogurt, cream cheese, ricotta, sour cream, dips and pasta product platforms. We produce our own artisanal almond milk and manufacture most of our products in our own facilities in Hayward, CA and Portland, OR.
Exploring new ways of creating food favorites can be challenging for some, but the results can be deliciously rewarding. We’re dedicated to blue sky thinking, because we believe it makes for positive change. Our founding Chef, Tal Ronnen, brings ingenuity, imagination, and culinary excellence to every new food we share. Tal wanted the world to know plant-based eating could be truly delicious - that’s why he created Kite Hill. We know making delicious plant-based foods means using high quality ingredients. It’s integrity you can taste. We didn’t just want to make dairy alternatives, we wanted to make the best-tasting foods you can buy. So, we put blue sky thinking in action to create plant-based products that are truly healthy and delicious.
Responsibilities/Duties/Functions/Tasks:
· Customer Service:
· Provide World Class Customer Service to every Kite Hill Customer
· Manage Customer Service Process including receipt of Purchase Orders and Purchase Order Confirmations, EDI
and True Commerce - Be able to troubleshoot ad hoc issues that arise.
· Own EDI contact and operations including but not limited to order processing, setting up new items/customers,
and troubleshooting EDI errors.
· Support and work cross functionally with Sales Operations, Operations. Logistics, Accounting and Field Sales
· Work with the Sales & Operations Manager on identifying orders at risk for "cuts" and manage allocations.
Monitor open orders, available inventory, aged inventory regularly and as dictated by business needs
· Respond to all customer order inquiries within same workday.
· Communicate order status and completion to sales operations, field sales, logistics, co-packers and warehouses.
· Solve customer order issues – communicate and escalate to superiors when appropriate.
· Cross functionally working with accounting to manage missing item claims and disputes.
· Other customer service responsibilities as needed (PO’s sent, order output issues communicated, allocation
communicated etc.)
· Maintain a customer database of contacts segmented by channel and category. Including customer nuances like
preferred ship dates and special pricing.
· Distribute Sales / Customer Product, Pricing, Inventory Updates as necessary
· Communicate with customer buying teams on PO fulfillment.
· On-boarding of all new customers including the review of new vendor set up materials and requirements,
coordination of all support materials and documentation, management of internal stakeholder feedback
requirements and process.
· Act as a back up and aide to the Logistics Manager including but not limited to booking transit, auditing carrier
invoices, troubleshooting DC appointments and responding to carrier inquiries.
· Capabilities and Skills Required
· Position start time is 8 AM PST Mon-Fri
· Minimum of AA degree preferably in business administration
· 1-5 years in customer service – CPG experience preferred
· Excellent written and verbal communication skills
· Excellent customer service skills
· Proactive problem-solving approach: ability to anticipate problems before they occur and take initiative to
identify and solve problems when they occur
· Transparent, open/honest communicator - great listener who can read between the lines
· Fast learner, can react to changing environment, strong communication and organization
· Strong excel skills and math skills
· Highly organized, detailed oriented, and self-motivated
