Key Accountabilities:
- Ensure customer orders are accurately processed in a timely manner to meet or exceed company standards.
- Lead the process of obtaining, analyzing, and improving customer scorecards
Key Responsibilities:
- Effectively manage incoming calls, e-mails, and faxes from customers and process customer orders daily ensuring accuracy of key order elements.
- Monitor and manage customer OTD (On Time Delivery) metrics to meet or exceed customer standards and/or company goals.
- Act as the primary account customer contact for customers designated as House accounts and assist with support activities like invoice resolution, requoting/pricing, customer visits, order management, etc....
- Acts as a liaison with the customer to resolve order or service problems by determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting solution; following up to ensure resolution.
- Utilize internal tools and reporting to continuously monitor open order progress.
- Monitor and work with customers to reduce and/or eliminate aged inventory.
- Exhibit a customer first approach to become the customer's key point of contact.
- Administer customer satisfaction by working with customers to proactively acquire customer scorecards on a regular basis, comprehend, and work toward improve results.
- Partner with Account Managers and other Customer Care Team members to develop
and communicate Lead Time, MOQ, and other customer specific guidelines.
- Coordinate and resolve pricing differences and new quotes between the customer and other internal teams.
- Develop an excellent working relationship with internal teams at all levels to resolve issues and conduct activities to support customer needs, while promoting a positive and professional work environment.
- Function as a valuable and active member of the Customer Care team for new product introductions and launches.
Qualities for Success:
- Minimum 3-5 years of experience in Customer Service field; Manufacturing or Supply Chain experience a plus.
- Demonstrate the ability to work independently and self-directed to accomplished daily tasks, projects, and issues that arise.
- Excellent verbal and written communications with the ability to utilize these skills to effectively problem-solve changing priorities.
- Prior experience with ERP systems preferred - Infor/Visual experience a plus
- Ability to work independently and to adapt easily in a fast-paced environment.
- Experience using MS Word, Outlook, EDI order management systems, and Excel preferred
Physical & Mental Demands: While performing the duties of this job, the employee is regularly required to sit (using a computer), reach with hands and arms, and talk or hear. The employee is also regularly required to stand and walk. The employee might occasionally lift and/or move up to 10 pounds. The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.Work Environment:This position is often required to conduct business on the manufacturing floor. While performing the duties of this job, the employee may work near moving mechanical parts and could be exposed to chemical or electrical shock risk. The employee is occasionally exposed to fumes or airborne particles, extreme heat, and noise levels that are typically moderate.