Job Summary  

Under the guidance of the department Supervisor, this position collaborates with Sales, Deductions, Supply Chain, Demand Planning, Sales Ops and the Customer Care organization to ensure superior service is effectively delivered to our customers.  The role interacts with customers, internal and external, to process orders, provide order information, and perform a variety of customer account management duties necessary to maintain day-to-day operations of assigned accounts.   

Essential Functions  

Responsible for order intake and management of customer’s web based, email, EDI or faxed POs from receipt to invoicing.  

Provides professional and timely responses to incoming requests related to order status updates, service requests/requirements, pricing inquiries, documentation needs, and invoicing.  

Serves as a solution provider delivering prompt attention to customers, supplying resolution to existing challenges, and offering alternative solutions.   

Proactively monitors customer orders, service levels, and order patterns- identifying and implementing account management and processing improvements to meet and exceed customer expectations. 

Initiates CIOs, TICS, return authorizations, and assists in the resolution of customer deductions. 

Supports customer needs through cross-functional channels with aptitude to learn multiple product lines, execute various processes aligned to each, and build strong customer partnerships.  Requires a thorough understanding of customer’s needs, requirements, and our contractual obligations related to lead time, transit time, and processing procedures.   

Exhibits excellent organizational skills with demonstrated ability to lead projects, team initiatives, and take an active role in training and mentoring new team members. 

Promotes a strong work ethic and displays a team player mentality with ability to generate outside of the box solutions. 

Performs special projects as assigned by leadership team. 

Assumes responsibility to support and service customer accounts– including but not limited to: 

Develops and maintains reporting structure for orders to capture issues relative to pricing, inventory, shipping, delivery, and invoicing.   

Ensures proper flow of all new projects, items, graphics, print, labeling as well as changes. Manages all areas while supporting legal, sales, and contractual obligations. 

Works directly with transportation, supply chain, and plant ops to ensure customer service levels are met. 

Ability to learn and execute proficiently in various customer-based software applications or online portal(s). 

Education/Skills/Experience:  

2 – 3 years customer care or related experience.  College degree preferred and Six Sigma Certification is a plus. 

Ability to communicate clearly and professionally, both verbally and in writing.  

Proven ability to implement internal process improvements to positively impact existing service levels. 

Independent decision-making skills with demonstrated autonomy to make data driven decisions through sound analysis of facts and historical data.  

Detail oriented with strong organizational skills aided by high level communication, listening, analytical, and team building skills. 

Ability to maintain professionalism under stress.   

Work Conditions:   

Ability to work from home, including access to high-speed internet and cell phone service while maintaining an appropriate area within employee’s home to use for work purposes. Regular connectivity via phone, email and instant messaging (as needed) during approved work hours is required.      

Relationships and Contacts:  

Position reports to Customer Care Supervisor