Customer Service/Coordinator - Level III

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

Job summary

An established industry player is seeking a dedicated Customer Service Coordinator to join their dynamic team. This role involves managing the order life cycle, ensuring customer satisfaction, and collaborating with various departments to resolve service issues. The ideal candidate will possess strong analytical skills and prior experience with SAP, along with a passion for providing exceptional customer service. If you thrive in a fast-paced environment and enjoy problem-solving, this opportunity is perfect for you. Join a forward-thinking company where your contributions will make a significant impact on customer relationships and service excellence.

Qualifications

• Bachelor's degree required, preferably in Supply Chain.
• 1-2 years experience in Customer Service with Order Management.

Responsibilities

• Manage the order life cycle ensuring accurate pricing and terms.
• Communicate with customers and resolve inquiries in a timely manner.

Skills

Order processing

Customer communications

Analytical skills

Customer service orientation

Cross-functional collaboration

Education

Bachelor's Degree in Supply Chain

Tools

SAP

Microsoft Office

Microstrategy

Job description

Customer Service/Coordinator - Level III #(7 Position)

Charlotte, North Carolina 28277 (will be remote)

6+ months Contract

Key must haves:

• Order processing, order consolidation, order allocation management, customer communications and collaboration, MUST have prior SAP experience
• Microsoft experience, analytical, customer service oriented, well spoken, etc.
• Customer Supply Chain Analyst

Description:

Minimum Requirements:

• Bachelor's Degree required with a discipline in Supply Chain preferred.
• Minimum 1-2 years previous experience in Customer Service with emphasis on Order Management, Transportation and experience working with cross-functional business units in a high-volume consumer products environment preferred.
• Must have prior SAP experience.
• Demonstrated ability to quickly learn new systems (e.g. SAP, Microstrategy, 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 customers, competitors, coworkers, and managers.

Working Conditions:

• Normal office environment.
• Office environment is very busy during September through February and at all fiscal quarter closes (OCT, JAN, APR, JUL). Physical presence in the office is required during key periods.
• Some holiday and weekend coverage required throughout the year.

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 provide support to area staff as needed.

Primary Responsibilities:

• Manage the order life cycle from creation through delivery to ensure accurate pricing, terms of sales, lead-times, special pack requirements, 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, troubleshooting and responding to all other questions, inquiries, 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 Campbell's.
• 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:

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 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.

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 CLM in developing corrective action plans with cross-functional supply chain counterparts including Transportation, Transplace, and Warehousing.

Maintain monthly supply chain scorecard, with collaboration from Customer Supply Chain Manager to monitor service performance, Customer program compliance, on-time delivery.

Elevate to the SCM cost savings opportunities around case pick, full pallet ordering, and internal network optimizations.

Own and manage customer-specific service metrics and provide proactive communication and action plans to mitigate service risk.