Customer Service/Coordinator III

ObjectWin Technology; Charlotte (NC); On-site; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking a Customer Service Coordinator III to enhance customer satisfaction through effective order management and communication. In this role, you will be responsible for maintaining strong relationships with customers and sales teams, ensuring accurate order processing, and proactively addressing customer inquiries. Your expertise in SAP and business-to-business environments will be crucial in driving service improvements and resolving complex issues. If you have a passion for customer service and a background in supply chain management, this position offers a fantastic opportunity to make a significant impact in a dynamic team setting.

Qualifications

• Bachelor's degree in Supply Chain Management or related field required.
• Experience with SAP and customer service in a B2B context is essential.

Responsibilities

• Manage the order life cycle and ensure accurate pricing and delivery.
• Communicate with customers to resolve inquiries and ensure compliance.

Skills

Customer Service

SAP

Business to Business Customer Experience

Order Management

Problem Solving

Education

Bachelor's Degree in Supply Chain Management

Tools

EDI

Job description

Customer Service/Coordinator III

Charlotte, North Carolina – 28277 (Onsite role)

2+ months Contract

Will be extended into FY22 on a new PO
ONSITE role

Must have SAP and Business to Business Customer facing Experience

Customer Supply Chain Analyst

Description:

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 management duties relative to the entry and post entry details for all types of orders. Proactively make service and cost trade off decisions to resolve customer questions and problems by thoroughly researching issues, identifying root causes and offering solutions. Demonstrate sound business judgement and acumen by planning and prioritizing 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, collaborating with other departments to manage orders, securing customer delivery appointments, clarifying transportation requirements, tracking display pallets and keeping leadership team well informed of activities and significant problems.

Primary Responsibilities:

1. 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.
2. Lead efforts with Customer Supply Chain Manager and Customer Leads 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.
3. Communicate with customers by tracking orders and shipments, troubleshooting and responding to all questions, inquiries and complaints in a timely fashion. Meet service level expectations as defined by the customer and sales team by managing customer compliance programs and minimizing cost impacts.
4. Coordinate with Sales, Manufacturing and Distribution to resolve service issues and other order discrepancies which could negatively impact the customer or Campbell's.
5. Provide backup 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:

1. 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.
2. In collaboration with the Customer Supply Chain Manager, 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.
3. Clear verbal and written communication to explain issues and propose solutions to customers, sales teams or managers.
4. Analyze and improve on-time delivery performance. Research root causes for reliability failures and support the Customer Supply Chain Manager in developing corrective action plans with cross functional supply chain counterparts including Transportation, Transplace and Warehousing.
5. Maintain monthly supply chain scorecard, with collaboration from Customer Supply Chain Manager to monitor service performance, Customer program compliance, on-time delivery.
6. Elevate cost savings opportunities around case pick, full pallet ordering and internal network optimizations.
7. Own and manage customer specific service metrics and provide proactive communication and action plans to mitigate service risk.

Minimum Requirements:

Bachelor's Degree required with a discipline in Supply Chain Management or related field.