Customer Service/Coordinator I

Customer Service/Coordinator I#26-09152 Camden, NJ

All On-site Job Description Customer Supply Chain Analyst General Summary:

Responsible for providing excellent customer service and maintaining strong professional relationships with assigned customers and Sales Teams. Perform a broad variety of customer and order service duties relative to the entry and post entry service for all types of orders. Professionally and promptly resolve customer questions and problems by thoroughly researching issues, identifying root causes and offering solutions. Demonstrate sound business judgement by knowing how to prioritize critical tasks during very busy demand patterns. Responsible for performing a variety of accounts receivable duties including the resolution of customer deductions pertaining to sales/shipment allowances. Collaborate with other departments as necessary to process orders: secure appointments, clarify transportation requirements, track display pallets or DSD orders. Keep management well informed of activities and significant problems, and provides support to area staff as needed.

Primary Responsibilities:

• Primary responsibility is to manage the order life cycle from creation through delivery to ensure accurate pricing, terms of sales, lead-times, special pack requirement and inventory availability. Build and maintain accurate account profiles.
• Work with Customer Supply Chain Manager and Sales management to analyze, evaluate, and solve for opportunities to improve key service metrics such as Incentive Pricing, Order fill, On time delivery, Invoice accuracy, case fill, etc.
• Communicate with customers by tracking orders and shipments, trouble shooting and responding to all other questions, inquires and complaints in a timely fashion. Meet service level expectations as defined by the customer and sales team.
• Coordinate with Sales, Manufacturing and Distribution to resolve service issues and other order discrepancies which could negatively impact the customer or .
• Provide back up support to other members of the Customer Service Team and perform miscellaneous duties as required.

Required to track key metrics for annual performance review.

Job Complexity:

• The job complexity is related to the customers assigned to this position. It is based upon a variety of factors including: number of orders, buyers, distribution centers and the complexity of the customer account. The order entry method is mainly EDI, with the possibility of non-complex CRP accounts.
• With guidance from the Team Leader, analyze and evaluate alternative solutions to respond to internal and external customer requests related to lead time exceptions, special events / ads, late-delivery notifications, pricing promotion problems, deductions, merchandise return requests, account consolidations, allocation restrictions and product availability within department and Corporate guidelines.

• Clear verbal and written communication to explain issues and propose solutions to customers, sales teams or managers.
• Monitor weekly/monthly on time delivery performance. Research root causes for reliability failures and support the team leader in developing corrective action plans with cross functional supply chain counterparts including Transportation, Transplace and Warehousing
• Maintain monthly supply chain scorecard, with collaboration from Team Leader to monitor service performance, Customer program compliance, on time delivery.
• Elevate to the customer supply chain manager cost savings opportunities around case pick, full pallet ordering and internal network optimizations
• Owns and manages customer specific service metrics and provides proactive communication and action plans to mitigate service risk

Minimum Requirements:

• Bachelor's Degree and/or four years related experiences
• Minimum 1-2 years previous experience in a Customer Service with emphasis on Order Management, Transportation, and experience working with cross-functional business units in a high-volume consumer products environment preferred.
• Demonstrated ability to quickly learn new system (e.g. SAP, PBI, etc.).
• Microsoft Office skills. Proficient in Excel and capable of manipulating data for insights
• Demonstrated experience working cross-functionally and managing multiple priorities desired.
• Demonstrated ability to look at problems or projects from the perspective of the customers, competitors, coworkers and managers.

Working Conditions:

• Normal office environment
• Some holiday and weekend coverage required throughout the year

Hybrid Model T/Wed/TH EEO:

"Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of - Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."