Customer Account Representative I

Do you want to work for a global company that creates remarkable experiences through people, products, and food? If you want to be part of a rewarding People First culture that values relationships, trust, and taking the long view, then this is the place for you. Henny Penny was named the 2021 Dayton Business of the Year for many good reasons. Read on to learn more!

The Customer Service Representative I performs a variety of routine and some non-routine clerical, administrative, and data entry functions within the Customer Service Team. The CSR works closely with our distributor partners, customers, the Sales team, and various departments within Henny Penny to deliver exceptional customer service.

What We Offer:

• An opportunity to work for a company that is 100% employee-owned. As an employee-owner, you will be enrolled in our employee stock ownership plan (ESOP) program following one year of service.
• Annual company performance bonus in addition to base salary
• Defined career paths so you’ll always know what’s next and what steps can get where you want to go
• Professional development opportunities including tuition reimbursement and unlimited free access to LinkedIn Learning courses
• A competitive benefits package including medical, dental, vision, 401(k) with company match, PTO, and paid holidays
• Expanded onsite wellness clinic offering preventive care services such as wellness screenings, annual physicals, and related lab work at no cost to employee-owners
• Achieve total well-being at our new Wellspring and Owners Hall facility, featuring 24/7 fitness center with a wide variety of cardio and strength training equipment. This facility reflects our continuous evolution in supporting our valued employee owners.
• Activities including department outings, holiday parties, and our annual company-wide Thanksgiving Dinner

What You’ll Be Doing

• Ensure that all customer orders are processed timely, working with the customer to ensure accuracy, and confirm shipping instructions
• Research and resolve customer inquiries and complaints
• Perform daily review and interpretation of reports  
• Process domestic distributor customer orders received through EZ Order, phone orders, and manual order entry
• Work with other departments to find answers to customer questions and relay information to our customers
• Answer incoming customer calls and emails in an efficient and professional manner
• Proactively identify activities that can continually improve internal processes, innovation, and efficient customer care
• Use effective follow-up techniques and maintain relationships with internal and external customers to ensure that issues have been resolved to satisfaction 
• Handle multiple requests in a timely and professional manner
• Demonstrate willingness to solve problems and offer ideas that promote continuous improvement
• Promote a positive attitude and working relationship with co-workers and customers
• Understand how to use EZ Order and be able to explain and help customers navigate EZ Order
• Handle requests, phone calls, and paperwork in a manner that provides exceptional customer service
• Consistently model the Company Values and Expected Behaviors.
• Other duties as assigned by Manager

What We’re Looking For

• Preferred Associate degree in business
• Minimum 1-year order to cash experience (Customer service, Credit-A/R, Logistics) 
• Prior experience in a customer facing role
• Ability to use discretion and sound judgement to make decisions 
• Strong organizational skills including strict attention to detail, efficiency and the ability to multi-task
• Preferred experience in a manufacturing environment
• Ability to work effectively in a variety of situations and to various audiences
• Proven oral and written communications skills including the ability to customize communications to fit audiences and effectively communicate with internal and external customers
• Proven success assimilating and applying, in a timely manner, new job-related information that may vary in detail and complexity
• Proven success demonstrating a customer service mind-set
• Proficient in MS Office with the ability to learn new software including basic knowledge of Excel, Word, Outlook, MS Teams, and OneNote
• Basic knowledge of ERP systems 
• Ability to function well in a team-oriented environment and collaborate with other departments
• Ability to adjust as priorities and tasks change

About Us

We’re known in our industry for making the best commercial food equipment in the world. Every day, millions of people eat in restaurants operating Henny Penny equipment. We’re a behind-the-scenes engine in the world’s most demanding kitchens, including long-term partners like McDonald’s, Chick-fil-A, KFC, and Wendy’s. We’re 1,000+ employee-owners who thrive by living a People First mission: to support employees in becoming the best version of themselves both personally and professionally.

We recently completed the largest expansion in our history with the addition of 150,000 square feet on our Eaton campus. This expansion drives development of the world’s most reliable, easy-to-use equipment with an innovative new space for global research and development. We have several collaborative spaces for our project teams, a dedicated electrical engineering lab for our hardware and software engineers, a full model shop for rapid prototyping, and a brand-new test lab that has 300 feet of hood space to test new equipment on our product roadmap. On top of that, we have a new state-of-the-art kitchen for our food science group to meet with our customers, understand what they need, and then dial in our equipment to help them make legendary menu items.

Henny Penny is an Equal Opportunity Employer.  Qualified applicants are considered without regard to race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, physical or mental disability or handicap, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), marital status, veteran or military status, sexual orientation, genetic information, gender identity or expression (including transgender status), or any other characteristic protected by applicable federal, state or local laws.