Smithfield Foods

  • Customer Service Coordinator

    Job Locations
    Customer Service
    FLSA Status
    Corporate - Day Shift
    IndSPR-Customer Service
  • Overview

    The position summary states the general nature and purpose of the job. Overall accountabilities are defined in this section.


    Responsible for the order management activities, policies and relationships within the order to cash process. Manages the receipt of customer purchase orders, ensuring prompt resolution of any issues which may arise from the time the order is placed through the date of invoice, as well as actively managing any on-going logistics maintenance and relationship growth with the assigned customer and sales personnel.


    Responsibilities and tasks are written as follows:


    Customer Service & Order Management

    • Ensures all order management policies such as lead time, order minimums, order cut-off times, late order requests and changes are followed in order to minimize supply chain errors and inefficiencies.
    • Takes the lead on managing the late order approval process for late order requests to process and ship under standard lead time.
    • Immediately addresses and corrects any inaccurate order information such as incorrect sold to #, ship to #, item codes and ship or delivery dates submitted by sales, brokers or customers.
    • Consistently monitors the Electronic Database Interchange (EDI) for orders that need to be pulled into SAP. 
    • Where applicable with specific customers, must be adept at navigating applicable web-based programs, in order to retrieve order information, make order changes and print applicable order information.
    • Assists in managing Customer Master Data to ensure customer records are accurate and order entry is not delayed.
    • Maintains ongoing, positive relationships with sales, brokers and customers and actively communicates any order management issues.
    • Resolves any specific account issues such as item mapping, sourcing, incoterms, etc.
    • Alerts Product Schedulers and Category Planners if product was removed under the standard lead time from an order prior to shipping.
    • Notifies sales/brokers if customer has not picked up load and determines new pick up date. 
    • Reviews submitted orders for potential duplications. 

    Planning & Logistics

    • Facilitates conversations between Sales/Brokers, Transportation, Production Schedulers, Category Planners and Customers to review and coordinate any logistics issues such as shortages, transportation and product availability.
    • Provides order management/logistics related account information such as fill rates, lead times, item specific shortage information, etc.
    • Assists in identifying root cause analysis around account specific logistics related issues.

     Pricing and Invoicing

    • Researches any deviations in system pricing and places orders on a billing hold while these differences are being researched.
    • Reviews and resolves any orders that are blocked for invoicing.
    • Partners with the necessary departments on pricing errors and follow Sarbanes–Oxley requirements by obtaining written approval for pricing corrections.
    • Contacts plant billers to Goods Issue orders that have shipped, so that they can invoice. 

    Other Duties and Specialized Functions

    • Assists claims department on matters related to incorrect or rejected orders.
    • Assists accounting department in deduction resolution.

    The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. May perform other duties as assigned.


    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals to perform the essential functions

    • High school diploma or general education degree (GED) and one or two years related experience and/or training; or equivalent combination of education and experience.
    • Bachelor’s degree preferred.
    • Strong verbal and written communication skills.
    • Demonstrated decision making and problem solving skills.
    • Strong attention to detail and accuracy.
    • Knowledge of Order processing systems Microsoft Office, including Excel and Word.
    • Ability to understand changing business processes.
    • Flexibility to adapt to a varied work schedule.

    Supervisory Responsibilities

    This position has no supervisory responsibilities.

    Physical Demands

    The physical demands described here are representative of those an employee should possess to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    • Frequently required to sit, stand, walk, reach with hands and arms.
    • Specific vision abilities required include close vision, distance vision, color vision and ability to adjust focus.

    Work Environment

    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    • Corporate working environment.
    • Noise level in the work environment is moderate.

    EEO/AA Information

    Smithfield is an Equal Opportunity/Affirmative Action (EEO/AA) Employer.  All qualified applicants will receive consideration without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, status as a protected veteran, status as an individual with disability, or any other protected group status or non-job related characteristic as directed by law.


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