Customer Service Process and Project Specialist

5000f4f9-fb48-47ea-9cf8-5ff66e8c8f11

Location: Pittsburgh, PA
Employment type: full_time
Source: adp

More Customer Service Process and Project Specialist jobs

Fresh Del Monte Produce Inc. is a global leader in the production, distribution, and marketing of fresh, value-added, and shelf-stable fruits and vegetables under our Fresh and Foods divisions. Our diverse product portfolio proudly bears the Del Monte® brand and also includes prepared fruits and vegetables, juices, beverages, snacks, and desserts - available in over 80 countries worldwide. With operations spanning more than 35 countries, we’ve proudly been nourishing families for over 135 years.

Benefits We Offer Include:

Medical, Dental & Vision Insurance
401(k) with company match
Employer-paid life & disability insurance
Flexible Spending Accounts (FSA)
Paid Time Off (PTO)
7 Company Paid Holidays
24/7 Telemedicine & Employee Assistance Program
Optional voluntary benefits (legal, accident, identity protection)
Eligibility on the first of the month following your hire date

Purpose of Position:

Del Monte Foods is the Foods Division of Fresh Del Monte, a global grower, producer and marketer of fresh, value-added, and shelf-stable produce. Del Monte Foods has a powerful portfolio of brands, including the iconic Del Monte®, Contadina® and S&W®.

Customers are demanding better service, faster cycle times, more frequent deliveries and closer working relationships. These key attributes are becoming as critical as product performance and brands. The Customer Service Process and Project Specialist is the senior individual contributor within the Customer Service organization. They are responsible for executing, analyzing, optimizing, and managing key activities across the end-to-end Order to Ship process. This role combines advanced order management expertise, analytical capabilities, and process leadership to ensure customer orders are processed accurately and efficiently, service commitments are met, and operational performance is continuously improved. This role partners closely with Sales, Supply Chain, Logistics, and other cross-functional stakeholders to improves process consistency, strengthen controls, enhance customer experience, and delivery measurable business results.

Accountabilities:

Order Management and Execution

Own order-processing activities throughout the Order to Ship lifecycle, ensuring orders are entered, maintained, released, and fulfilled accurately and within established timelines.
Serve as a customer-facing point of contact, delivering exceptional customer service through proactive communication, timely and accurate responses, and effective resolution of order-related inquiries and issues, while building strong relationships with ensuring a positive customer experience.
Serve as subject-matter expert for order management systems, business rules, and standard operating procedures.
Manage exceptions and escalations involving order integrity, pricing, product availability, delivery requirements, customer-specific requirements, and system or process issues.
Investigate and resolve order discrepancies, delivery issues, and transactional errors by coordinating with the appropriate internal and external stakeholders.
Proactively identify potential order fulfillment risks and coordinate timely resolution to minimize customer impact and operational disruption.
Ensure compliance with established policies, business rules, customer requirements, and internal controls.

Analytics and Performance Management

Run and analyze operational reports, dashboards, and key performance indicators related to Customer Service goals and overall performance.
Monitor trends in order accuracy, order cycle time, service levels, order holds, delivery performance, and other relevant operational metrics.
Translate data into actionable insights, identifying performance gaps, recurring issues, emerging risks, and opportunities for improvement.

Process Ownership and Continuous Improvement

Own, maintain, and improve Order to Ship processes, ensuring procedures are standardized, documented, understood, and consistently executed.
Identify process inefficiencies, unnecessary manual activities, control gaps, and opportunities to simplify or automate workflows.
Lead or coordinate process improvement initiatives from problem identification through implementation, adoption, and post-implementation evaluation.
Support system enhancements, testing, issue resolution, and user acceptance activities related to order management and order to ship workflows.

Cross-Functional Collaboration and Issue Resolution

Partner with Sales, Supply Chain, Logistics, and other relevant functions to resolve issues and improve end-to-end process performance.
Translate business needs into clear process requirements and collaborate with technical teams to support effective system solutions.
Communicate process changes, performance trends, risks, and improvement recommendations to relevant stakeholders.

Minimum Skills Required:

BA/BS Degree
2-5 years of experience in the above skills preferably in customer service, order management, order fulfillment, supply chain, or a related business process.
Possess proven multi-tasking abilities.
Strong decision making, problem solving and analytical skills.
Works well under pressure.
Self-motivated and self-directed.
Highly responsible with a professional attitude and strong business acumen.
Excellent communication skills with ability to relate to people at all levels both inside and outside the company.
Team player.
Willingness to learn and accept new responsibilities.
High level of computer literacy.
Ability to be in the Pittsburgh office at least two days a week (Tues/Weds).
BA/BS degree in Business, Supply Chain Management, Operations, Analytics, or a related field, or equivalent relevant professional experience preferred.
Work experience in consumer packaged goods (CPG), food and beverage, or a related industry preferred.

***Please note: This position does not qualify for relocation expenses.***

Fresh Del Monte Produce Inc. is a global leader in the production, distribution, and marketing of fresh and fresh cut fruits and vegetables. Our diverse product portfolio also includes prepared fruits and vegetables, juices, beverages, snacks, and desserts—available in over 80 countries worldwide. With operations spanning more than 35 countries, we’ve proudly been nourishing families for over 135 years.

We are committed to maintaining a drug-free workplace and are proud to be an Equal Opportunity Employer. Fresh Del Monte and its affiliates do not discriminate based on race, color, religion, national origin, age, disability, gender, veteran status, or any other characteristic protected by applicable law. We also participate in E-Verify* where applicable, to ensure employment authorization eligibility. Driven by our core values - Excellence, Care, Passion, Trust, and Creativity - we invite you to explore our career opportunities and join our FRESH team.