Customer Support Representative

Customer Support Representative

Irca Group is a prominent international provider of semi-finished ingredients for the bakery, pastry, and gelato markets. They cater to independent producers as well as large food manufacturers, including consumer packaged goods (CPG) companies. The company's core product offerings consist of chocolate, chocolate decorations, creams, pastry mixes, gelato ingredients, and various other bakery and pastry ingredients.

Headquartered in Italy, IRCA was acquired by Advent International, a global private equity firm, in July 2022. The company has demonstrated a strong history of growth over the past decade. As part of its growth strategy, IRCA made two bolt-on acquisitions in 2022. They acquired Cesarin, a provider of candied fruits, and Anastasi, a supplier of pistachio ingredients. These acquisitions expanded IRCA's product portfolio and market reach.

More recently, IRCA acquired the leading manufacturer of sweet and cereal products in Europe and the US. The target company focuses on high-value specialty ingredients for the Food Manufacturers segment. Their product range includes sweet particulates, chocolate confections, baked inclusions, variegates, and fruit pures. This deal, successfully completed in March of 2023, is a transformative move for IRCA, establishing them as a global leader in the semi-finished ingredients industry.

With this acquisition, IRCA has a combined revenue of 1 billion in 2023 and a presence in 22 manufacturing facilities across Europe, the US, and Vietnam. This expanded manufacturing footprint and diversified product portfolio positions IRCA as a key player in the market, serving a wide range of customers in the bakery, pastry, and gelato sectors, as well as food manufacturers.

This is an on-site role and you can work in our offices located in Duluth, GA. Onsite daily, general hours are 8AM to 5PM.

We are seeking an experienced and resourceful representative to oversee the day-to-day relations with our clients. The Customer Support Representative will be responsible for collecting information on how to best serve clients. They will work with many different departments within the organization to coordinate information from beginning to end in regard to what is requested from the and setup new customers and vendors. Documenting the initial to end process and coordinate with various departments is a focal point and will require someone who is detailed focused and organized for the position.

Responsibilities

• Manage new customer onboarding process, with supplying requested documentation from the customers requests
• Working with all departments to obtain what is being requested to be completed by the customer. Being the point person with Legal on all NDAs, any supplier agreements or any document that requires the company's signature across all divisions.
• Coordinate legal documents with the legal department, communicate the discrepancies in any agreement to the Sales Rep and follow the process until the end of the complete signed document between both parties.
• Work as a Liaise with the in-house teams, Customer Support, Sales Rep, QA, Regulatory, Legal, CCO across all divisions. POC for all customers, set up from both sides Customer and Company.
• Organize internal staff and setting schedules for deliverables
• Organize multiple projects and services across all divisions including item set up
• Collect and analyze a variety of data to ensure that it meets the intended requirements.
• Ability to effectively communicate and work with multiple departments
• Able to handle multiple tasks or projects at one time meeting assigned deadlines. Document in a detailed tracker to understand and help others relate to customer projects
• Escalate complaints to relevant departments across all divisions.

Qualifications

• 3-5+ years related experience or equivalent combination of education/experience and training.
• Outstanding organizational skills
• Excellent verbal and written communication skills
• Basic knowledge of food quality assurance principles
• Proficient with computer application and programs associated with the position
• Strong attention to detail and follow-up skills
• Ability to function and maintain focus in a high demand environment
• Ability to prioritize and multi-task according to workflow/demands
• Apply critical thinking skills (analyze/evaluate/consider solutions/act)
• Proficiency in CRM software (e.g., Salesforce) and Microsoft Office Suite.
• Analytical mindset with attention to detail.
• Ability to multitask and adapt to a fast-paced environment.
• Team-oriented, proactive, and customer-focused.

Irca Group offers career growth opportunities as well as competitive compensation and benefits: Medical, Dental, & Vision, 401(k) matching, Paid Vacation, and Holidays, Employee Education Tuition Reimbursement Program.