Senior Customer Support Specialist

Senior Customer Support Specialist

LOCATION:                  Westchester, IL

REPORTS TO:              Manager, Customer Support

Company Background:

Ingredion is a Fortune 500 provider of ingredient solutions that helps nourish, comfort, sustain, and delight people around the world. Ingredion’s wide range of ingredient solutions is strategically designed to address changing consumer trends and preferences. Our specialty portfolio includes starch-based texturizers, clean and simple ingredients, plant-based proteins, sugar reduction and specialty sweeteners, and food systems. Our innovative ingredient solutions are used by consumers in everyday products, from foods and beverages to paper and pharmaceuticals. And we do it all in a planet-friendly sustainable manner.

We bring the potential of people, nature and technology together to make life better.

That’s our purpose. We are all IN to make life better!

Every day, Ingredion employees bring their skills, creativity, and passion together to deliver ingredient solutions that enhance people’s lives. We are innovators who combine the power of technology with the best of nature to delight our customers and consumers. We hold ourselves to the highest standards in ethics, safety, quality and sustainability. Unlocking the potential of people, nature and technology to make life better is what drives us in every aspect of our business.

If you are interested in making life better, we are all IN to learn more about you! A bit about what you can expect from the employee experience at Ingredion:

The chance to make a difference

No matter where you work in the company, you’ll have an opportunity to make life better… for our colleagues, customers, communities, and the world.

Passionate people, motivated to excel

Our highly talented people have a passion for learning and achievement and are driven by our inspiring purpose to make life better and our core values: Care First, Be Preferred, Everyone Belongs, Innovate Boldly, and Owner’s Mindset.

A warm, welcoming environment

At Ingredion, everyone belongs! We embrace diversity and foster an inclusive work environment where individuals feel supported and enabled to contribute their very best every day.

A place where you can grow personally and professionally

We believe everyone has great potential, and we strive to nurture that potential into great personal and professional achievements.

An environment that enables innovation and collaboration

We are creating the conditions that inspire and enable innovation - in our products and services, as well as in how we do our work day-to-day.

The Senior Customer Support Specialist will be responsible for leading the Customer Support team in day-to-day processes and activities. They will demonstrate ability to apply their knowledge to complete fundamental department tasks, supervise and train their peers, and help to problem solve complex and escalated issues.  

Core Responsibilities:

• Manage a territory containing regional and national accounts with varying complexity
• Proactively identify issues, consider alternative solutions, and take corrective action to resolve and prevent recurrence of problems
• Ensure the accuracy of order data and act as the expert for the order processing flow (system,  processes and customer requirements) in collaboration with shared service center
• Serve as a liaison between internal and external customers to ensure overall customer satisfaction
• Flexibility to assist in coverage during absences and vacations.
• Demonstrate ability to lead projects, implement changes, and communicate out process improvement initiatives
• Lead and support teammates through change
• Supervise and train peers and new hires processes and procedures
• Participate in the team’s rotational 24/7 after-hours program for customer order support.
• Working hours flexibility from 7:00AM to 5:00PM CST based on coverage needs.

Qualified candidates will have:

• Proficient SAP experience
• Proficient in Microsoft Office applications
• Salesforce experience a plus
• Previous experience in customer-facing roles
• Demonstrated ability to prioritize tasks
• Bachelor Degree in business or related field a plus
• Analytical and detailed oriented
• Strong communication skills (verbal & written)

Relocation Available?        No

Job Grade:                            E

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Ingredion provides accommodations to job applicants with disabilities throughout the hiring process. If a job applicant requires an accommodation during the application process or through the selection process, we will work with the applicant to meet the job applicant's accommodation needs.

We are an equal opportunity employer and value diversity at our company. Ingredion seeks to provide a work environment that is free from harassment and discrimination. We will not tolerate any form of discrimination based on race, color, religion, age, gender, gender identity, gender expression, national origin, ancestry, handicap or disability—mental or physical—marital status, sexual orientation, veteran status, disability resulting from military service, or any other classification protected by law (“protected classifications”). We are committed to establishing and maintaining a work environment where everyone is treated with dignity and respect.

Ingredion provides accommodations to job applicants with disabilities throughout the hiring process. If a job applicant requires an accommodation during the application process or through the selection process, we will work with the applicant to meet the job applicant's accommodation needs.

Relocation Available:

No

Pay Range:

$67,520.00-$90,026.67 Annual

This pay range is not a guarantee of compensation or salary. Final base salary will be determined based on several factors which may include but are not limited to responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data and applicable bargaining agreement (if any).

Incentive Compensation:

As a part of the total compensation package, this role may be eligible for the Ingredion Annual Incentive Plan or a role-specific commission/bonus.

Benefits:

Full-time roles are eligible for our comprehensive benefits package which includes medical, dental and vision coverage as well as a 401(k) plan with an competitive company match.