Kettle Cuisine

Customer Service Rep/ EDI Specialist

  • Location:   Lynn, MA
  • Position Type:   Full-time

Position Summary

The Customer Service EDI Specialist provides technical and professional support for relational electronic data interchange (EDI) database design, analysis and operations to our customers, partners and vendors. The EDI Specialist also coordinates with internal KC partners, including Customer Service, Finance and IT by monitoring and analyzing master data, key data and master relationship data within the organization.


Incumbent focuses on all aspects of customer satisfaction and care and fosters positive relationships with key players within the customer’s teams. Requires a deep understanding of key customer’s needs and requirements, KC systems and capabilities in order to find unique ways of dealing with customer complaints and concerns This role requires incumbent to be strategic and analytical when finding solutions to problems to ensure maximum client satisfaction.


Roles and responsibilities

·         Able to build strong relationships within the Key Customer teams.  Seen as subject matter expert who demonstrates the ability to solve problems and act decisively to resolve customer concerns

·         Able to review and analyze master data, checks for accuracy, and raise important variances to manager

·         Uses own judgement to recommend and develop improvements to processes and procedures to provide more timely, accurate and relevant information with enhanced visibility

·         Data Entry – process all manual and EDI orders

·         Send order updates and confirmations

·         Work with QA, carrier and sales to ensure proper TTR handling

·         Work with KC team to ensure inventory availability at 3PL

·         Communicate status of PO’s with speed and accuracy

·         Communicate all logistics updates and necessary scheduling changes

·         Provide BOLs when necessary

·         Work in Salesforce, Ross and EDI and any other software programs to assist with above responsibilities

Qualifications and Experience

·         Minimum of 3 years of experience in customer service and/or food industry

·         Demonstrated excellence in driving consistently strong profitable sales growth

·         Experienced working with ERP systems

·         Excellent prioritization and planning skills

·         Exemplary written and verbal communication and presentation skills

·         Strong Microsoft Office skills, including Excel and Word

·         Financial and business acumen

Required attributes

·         Self-starter able to conceptualize and drive initiatives forward

·         Positive attitude and motivated by contributing to the overall success of the team

·         Able to develop strong relationships with internal and external stakeholders

·         Create a positive atmosphere of professionalism and support.

·         Creative problem-solving skills

·         Obsessive attention to detail, well organized and able to juggle many projects at once

·         Comfortable moving at a fast pace and in ambiguous environments

·         Passionate about food

·         Willing to address demanding situations head on with patience and respect

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