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Essential Duties and Responsibilities: • Monitors status of all open orders to ensure on-time and in-full delivery • Provides the customer proactive communication regarding order status, logistics issues and action plans meet customer expectations for order delivery. Ensures the sales team and other stakeholders are aligned and informed. • Key decision making activities include: whether to request a stock transfer order, to move a customer order to ship from another distribution center or to request a later arrival date from the customer. Collaborates with peers to determine best solutions to support overall customer service needs. Also proactively informs internal Supply Planning Team of risks to allow SCP Team opportunities to adjust production and avoid shortages. • Key point of contact for all customer supply chain activities and assists in the implementation of customer specific programs in conjunction with Sales, Marketing, Transportation, Distribution and key customer contacts • Develops relationships and contacts with key customer's supply chain and replenishment organizations. Maximizes regular face-to-face and teleconference meetings with key customers to ensure supply chain is aligned to meet customer needs and initiatives. • Analyzes customer service levels, in-stocks and on-time delivery to customer measures & develops action plans to achieve service level goals. Provides trend analysis of performance, root cause of issues and develops recommendations for performance improvement. • Works with freight carriers and customer transportation team to expedite delivery of orders and determine correct disposition of refused product; works with billing department on confirmation of corrected invoices. • Coordinates the return of refused/discontinued product that insures the most cost efficient freight rates • Ensures the customer and product master data is synchronized within systems and is aligned to meet customer expectations. • Coordinates with customer service peers to allocate product to customer orders in a low inventory situations to maintain high levels of service for key accounts • Understands customer's supply chain, leads efforts to identify and improve results and processes for and the customer. • Analyzes customer data, order size, order frequency, in-stocks, on-time, customer penalties while looking for trends and opportunities to improve results. Presents analysis findings and recommendations to manager and other stakeholders. • Exercises discretion and independent judgment with respect to matters of significance. • Possesses complete understanding and application of principles, concepts and standards as well as full knowledge of industry practices and subject matter. • Provides weekly service updates to sales account managers and other stakeholders regarding customer measures and action plans to improve.
Job Summary: The Sr. Customer Service Account Specialist (Sr. CAS) is responsible for a portfolio of retail customer accounts (domestic, international or distribution or a combination thereof) that have a significant impact to performance. The Sr. CAS is the customer-advocate within the Supply Chain who demonstrates a commitment to developing and maintaining customer relationships through superior customer service within the order-to-cash process. Minimum Qualifications: • PC literate in Microsoft Office suite of products. Advanced level Exel skills. • Excellent written and verbal communication skills • Strong organization and planning skills • Strong problem solving and analytical skills • Ability to work independently receiving minimal guidance on daily activities • Demonstrate leadership skills • Knowledge of supply chain/logistics in a consumer products or related industry preferred • Ability to build effective working relationships across functional areas • Highly motivated; enthusiastic, energetic, capable of working in a fast-paced environment • Excellent interpersonal skills • Strong customer focus Education: • B.S. or B.A. degree desired. (Supply Chain concentration preferred) • Previous customer service, sales or supply chain experience • Minimum of 3-5 years directly applicable experience in addition to a relevant degree or equivalent
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