RESPONSABILTIES

Order Management:

Manage orders for key customers, including those with complex supply chain models such as vendor-managed inventory and consignment. Handle over 2,000 orders annually, ensuring all orders are entered and acknowledged within 24 hours. Proficiently use SAP customer master and output settings to provide consistent information to customers, including Order Acknowledgement, ASN, COA, and Invoice. Provide pricing, availability, and scheduling information with a thorough understanding of product and packaging options. Quote, list pricing, special arrangements, and discounts as agreed upon by sales. Maintain or exceed customer revenue and working capital targets. Proactively monitor orders against forecasts using Picasso, SAP tools, and custom reports to ensure on-time shipping, delivery, and order process status. Identify areas of concern in the quote-to-cash process, alert customers to issues, and recommend solutions.\n

Resolving Issues:

Manage crisis situations during and after hours, maintaining strong customer relationships. Record complaints and assign them to the appropriate investigating party, understanding the implications of issues and effectively managing the complaint process. Follow up consistently until issues are resolved satisfactorily. Understand customer financials (residuals, credits/debits, and overdue invoices); investigate and resolve residuals weekly, create credits and adjustments within authorized limits, or request approval when necessary. Frequently recommend, initiate, identify gaps, and suggest improvements.\n

Training:

Actively participate in all required training within the appropriate time frame. Maintain personal ISO training records. Proactively assist team members with daily activities and training efforts. Attend training sessions to support development plans and strengthen skills.\n

Additional Activities:

Identify the need for new ISO procedures; create new procedures and amend existing ones as needed. Perform additional business-specific activities as directed by the Manager or Supervisor to support sales and distribution processes, which may include inside sales, import, export, collections, forecasting, Supply Chain, and various report requests (SAP BW, WBBR, etc.). Attend supply chain and S&OP meetings, understand changes and their impact on product delivery, and communicate this information to the team. Share knowledge and propose the use of custom SAP reports across the supply chain to provide accurate real-time order information. Assist with process improvement for business-specific activities internally and externally.

Qualifications:

3 to 5 with bachelor's degree or 6+ years of relevant customer service experience Bachelor's Degree with Emphasis in Business, Supply Chain, or equivalent relevant customer service experience.

Competencies:

Customer Service Expertise:

Demonstrates skills to build a climate of trust and respect.\nQuickly gains the confidence of others and navigates relationships effectively.\nCreates strong customer relationships and offers solutions within business limits.\nSought out for information regarding process questions and product delivery.\nConsistently meets quality order management and customer satisfaction requirements.\nMulti-tasks efficiently through complex processes.\nCommunicates effectively both verbally and in writing, and mentors' peers on best communication practices.

SAP/ERP Knowledge:

Strong understanding of SAP/ERP Master Data and the order process.\nDemonstrates knowledge of key fields for expected results and Available to Promise (ATP).\nKnowledgeable in customer delivery processes such as vendor-managed inventory, third-party orders, inter-company orders, and consignment.\nFamiliar with inventory, ATP checks, product lead-time, and coordinating with plants for product availability and marketing/sales on pricing.

Judgment and Decision-Making:

Exercises good judgment autonomously, evaluating the impact of decisions on customers and the organization.\nSeeks counsel for more complex situations.\nRecommends process improvements to enhance customer service and product delivery.\nInternal candidates should have strong business and technical knowledge.\nExternal candidates should demonstrate career progression in order management within an ERP system.

Safety Culture:

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