Customer Support Specialist

Description

Lyons Magnus leads the food industry with creativity and innovation, crafting top-quality products across all manufacturing phases, from raw materials to marketing. With over 2,000 diverse items for industrial ingredient and food service sectors, Lyons caters to leading restaurant chains nationally and internationally.  At Lyons, our diverse and talented staff is the heart of our organization. We foster a thriving work environment where employees are engaged in shaping both the company's and their own future. 

A position in the Commercial Operations Division at Lyons Magnus, an international food and beverage manufacturer. This position is based at our headquarters in Fresno, CA facility. The Customer Support Specialist plays a pivotal role in ensuring customer satisfaction, managing inquiries, and facilitating efficient communication between our customers and internal teams. This role demands strong interpersonal skills, excellent problem-solving abilities, and the ability to thrive in a fast-paced environment.

• Pay Range: $60,000 – $80,000 per year
• Hours: 8:00am – 5:00pm
• Schedule: Monday – Friday
• Location: Fresno, CA
• Travel Requirements: N/A
• Work Environment: Office setting

Essential Duties and Responsibilities

• Supports the mission, values and vision of the company.
• Maintains the best interest of Lyons Magnus first and foremost.
• Work with employees of Lyons Magnus in a positive and constructive manner to maintain a professional relationship. Demonstrates courtesy, discretion, friendliness and diplomacy.
• Works within a team environment to share information and help others as needed.
• Responsible for providing exceptional customer support via phone, email, and online chat.
• Address inquiries, resolve issues, and provide information regarding our products and services.
• Maintain a professional and positive attitude in all customer interactions.
• Accurately process customer orders, ensuring they are complete and delivered on time.
• Collaborate with production and logistics teams to coordinate order fulfillment.
• Track order status and proactively update customers on any delays or changes.
• Investigate and resolve customer complaints or issues promptly and effectively.
• Collaborate with relevant departments to find solutions to recurring problems.
• Document all customer interactions and resolutions in the company's CRM system.
• Maintain in-depth knowledge of the company's products, ingredients, and production processes.
• Stay updated on any new product launches, promotions, or changes to existing offerings.
• Assist customers in making informed decisions by providing product recommendations.
• Keep customers informed about the status of their orders and any relevant updates.
• Provide feedback and suggestions to improve customer support processes and policies.
• Generate and maintain reports related to customer inquiries, order status, and customer feedback.
• Use data-driven insights to identify trends and areas for improvement.
• Ensure compliance with company policies, quality standards, and regulatory requirements

Requirements

Knowledge, Skills And Abilities:

• Customer focus mentality to deliver excellent and consistent service.
• Independent decision-maker but successfully works as part of a team.
• Professional written and verbal communication with ability to communicate clearly and concisely, both orally, in writing, via virtual platforms (i.e., Zoom and Microsoft Teams) and in person. Consistently uses communication skills to influence outcomes.
• Strong organizational and problem-solving skills.
• Ability to work in a fast-paced environment, handling multiple priorities at once with a positive attitude.
• Experience working with logistics teams.
• Customer support experience in manufacturing background preferred.
• Excellent time management – can balance multiple priorities and meet deadlines.
• Ability to handle multiple tasks simultaneously.
• Ability to listen well, determine the issue at hand, and resolve said issue while utilizing high emotional intelligence.
• Basic mathematical skills
• Ability to resolve problems and make decisions independently.
• Ability to interpret inventory data and make order-sourcing decisions.
• Proficient in computer applications including Microsoft Office and CRM platforms preferably with Microsoft Dynamics AX and Salesforce.

Required Qualifications:

• 3+ years of experience in Customer Support

Preferred Qualifications:

• 3+ years of experience in Foodservice distribution

  Additional InformationOur compensation program is designed to attract, motivate, and retain the very best people. Lyons Magnus offers a comprehensive benefits plan that include: Health, Dental Insurance, Life Insurance, Long Term Disability, Sec. 125, 401(k) plan, and more. If you meet these requirements and are eager to join a dynamic company poised for further growth, please respond with your cover letter, and salary requirements.To learn more about Lyons Magnus, LLC its products and core values, visit www.lyonsmagnus.com or follow us on Instagram or LinkedInLyons Magnus is an Equal Opportunity Employer and with opportunities for advancement. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories.*This organization participates in E-Verify.