Client Service Coordinator

Pero Family Farms is a market share leader with over a century of dedication, commitment, and integrity. Operating since 1908, Pero is the farm trusted by retailers and consumers alike. We are a fully integrated farming operation, with departments specializing in organic farming, logistics, global supply chain management, national sales operations, food processing operations, and strategic marketing functions. Our operation includes over 35,000 acres spanning the East Coast of the United States from Florida to New York, with distribution and production facilities in several states.

About the role

The Client Services Coordinator is responsible for supporting the Client Services team while learning and developing an understanding of all products, services, and processes within the organization. This role includes sole responsibility for data entry and coordinating communication to ensure orders are followed through from placement to invoicing. Interaction with diverse departments and clients is required, with a focus on understanding and practicing proper communication channels to meet the needs of the sales team.

Responsibilities

• Receive and process client orders accurately and efficiently.
• Coordinate with internal teams to ensure timely delivery of orders.
• Address any issues or concerns related to orders, such as delays or quality issues.
• Maintain accurate records of client interactions, service requests, and resolutions using designated software systems.
• Support the team to promptly respond to client requests, providing accurate information and addressing concerns effectively.
• Access coolers and be exposed to cold temperatures to preview product and pack samples as necessary.
• Learn to review reports and analyze data to track client satisfaction levels, service metrics, and identify areas of improvement.
• Proactively communicate trends and forecasting insights to Managers to facilitate strategic decision-making.
• Collaborate with cross-functional teams such as sales, operations, and finance to coordinate resources, schedule appointments, and resolve service-related issues.
• Help build and maintain strong relationships with clients, understanding their unique requirements and preferences to deliver personalized service.
• Frequently collaborate with Client Service Assistant Managers, Client Service Managers, Regional Sales team, and other internal departments.
• Proactively identify and address potential issues or challenges that may impact client satisfaction.
• Implement corrective actions to prevent recurring issues and improve overall client experience.
• Assist and train other support service staff and sales representatives to ensure all sales processes are complete and customers’ needs are met.
• Proactively answer phones and emails.
• Assist with trouble reports and placement of rejected products.
• Act as a liaison to Directors, Managers, and Coordinators during company trips, client visits, and meetings.
• Assist with additional tasks and projects as assigned.

Requirements

• Bachelor's degree in business administration, supply chain management, or a related field.
• 3+ years of proven experience in client services, customer relations, or account management, preferably in the food manufacturing industry.
• Strong communication (written and verbal) and interpersonal skills, with the ability to build rapport and collaborate with internal and external teams.
• Excellent organizational and multitasking abilities, with a keen attention to detail in a fast-paced environment.
• Proficiency in project management tools and CRM software, as well as Microsoft Office suite.

Working Conditions

• Most work is performed in a standard office environment, typically at a desk with a computer and phone.
• Fast-paced environment with numerous client demands and internal coordination.
• Frequent access to refrigerated cooler areas with exposure to cold temperatures.
• Must comply with GMP requirements, including use of required PPE and adherence to sanitation and food safety protocols when entering controlled production environments.

Physical Requirements

• Sitting for long periods while using a computer and phone.
• Light lifting; handling files, office supplies, or marketing materials (usually under 20 pounds).
• Lift and handle cases of raw product (10-40lbs or more) when packing samples.
• Regular use of computers, phones, and other devices; may involve extended screen time.

Benefits

• 401(k)
• Health, Dental, and Vision Insurance
• Paid Time Off (PTO)