At C.H Guenther, we pride ourselves on being customer focused. This role plays a key part in ensuring timely, accurate, and customer-friendly resolution of product and delivery claims. You will act as the liaison between customers, internal teams, and third-party logistics to resolve issues efficiently while supporting our mission of delivering exceptional service and high-quality products.

Duties and Responsibilities:

• Oversees daily customer service operations by managing the Customers Service & Claims Inbox. Responsibilities include researching and processing claims, generating credit memos and distributing emails.
• Receive, review, and process customer claims related to product quality, shortages, overages, damages, and order discrepancies.
• Communicate with customers, internal departments (QA, logistics, production), and external partners to gather information and resolve claims quickly and accurately.
• Document and track claims from initiation through resolution using internal systems.
• Ensure claim resolutions align with company policies and service standards.
• Answer consumer phone calls while providing product knowledge to resolve inquires. Utilize spec sheets through website portal.
• Proactively follow up with customers to ensure satisfaction and build trust.
• Contribute to team effort with process documentation to promote efficiency and effectiveness.
• Assists the Customer Service Team with various projects and undertakes additional tasks as needed.
• Perform all other duties as assigned.

Minimum Job Requirements:

Education/Certifications and Experience:

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• 2+ years of customer service or claims processing experience, preferably in a manufacturing or supply chain environment.
• Experience in the food industry is a plus.
• Experience using an ERP systems; SAP is preferred.

Knowledge, Skills, and Abilities:

• Proficient use of a computer, Microsoft Office (Word, Excel, PowerPoint, OneNote), and other related applications or software.
• Strong organizational skills and attention to detail.
• Must have critical thinking and problem solving skills to resolve escalated customer issues.
• Must have ability to communicate in a clear, concise professional manner while being an active listener to provide accurate information both internal and external.
• Excellent written and verbal communication skills.
• Ability to work collaboratively across departments.
• Comfortable working in a fast-paced, deadline-driven environment.

Supervisory Responsibilities:

• N/A

Working Conditions and Physical Effort:

• Typical work in an office environment.
• Must be able to lift up and carry 15 pounds at times.
• Prolonged periods of sitting at a desk and using a computer that may require repetitive tasks, such as data entry and report generation.

Expectations:

• Will demonstrate, promote, and exemplify the Company’s Core Values.

In compliance with pay transparency requirements, the salary range for this role is:

$23.02 - $38.09

This is not a guarantee of compensation or salary, as the final offer amount may vary based on factors including job-related knowledge, skills, and experience, along with geographic location. C.H. Guenther is proud to offer competitive compensation and benefit programs that include medical, dental, vision, flexible savings account, health savings account, 401K matching savings plan, employee assistance program, wellness programs, life insurance, AD&D insurance, disability insurance, tuition reimbursement, student loan counseling, employee referral program, paid time off, and more! ​

For additional information about our company, go to www.chg.com.

C.H. Guenther & Son and its subsidiaries are E-Verify participating employers.

Click here for more information regarding E-verify.

All offers of employment are contingent upon successful completion of the pre-employment screening process which includes a drug screen and review of criminal background and other records as required.

AA/EEO/Drug-Free Employer