Customer Account Specialist

Job Duties And Responsibilities

• Consistently monitor SAP for new Electronic Database Interchange (EDI orders) and review, and enter any non-EDI customer orders accurately into SAP, within deadlines, and with an awareness of special customer requirements.
• Utilize tools including the CSR Dashboard and various reports to maximize order flow (e.g., incomplete order report, orders with shipping past due report, and orders shipped not invoiced report).
• Take ownership and monitor orders through the system from order to release to shipment to any follow-up actions.
• Review and edit orders for correct pricing and promotions, sail schedule adherence on LTL loads, pallet load, correctness, and proper ship locations sourcing.
• Process all invoice corrections and credit memos as needed.
• Provide customer accounts and internal/external contacts with the best possible customer experience and customer service, often functioning as the customers’ central point of contact and liaison to DFA.
• Facilitate conversations between sales/brokers, transportation, production schedulers/plant employees, customers, and other affected individuals to review, coordinate, and/or resolve change requests, time frame issues, or logistics issues such as shortages, transportation, and product availability.
• Coordinate the return of unwanted or damaged customer products including obtaining proper authorization for said returns.
• Clear all supported and resolvable deductions immediately.
• Provide the customer with proactive communication regarding order status, logistics issues, and action plans to meet expectations for order delivery. Ensure the sales team and other stakeholders are aligned and informed.
• Solicit information regarding forecasted needs from customers as requested.
• Work closely with plants on production schedule to meet customer demands.
• Build positive and effective relationships with internal/external contacts (plants, sales, credit, customers); learn about their processes, requirements, etc., in order to provide exceptional account support.
• Collaborate with peers to determine best solutions to support overall customer service needs.
• Cross-train and provide back-up assistance to others in the department.

Requirements

• High School Diploma or GED
• College coursework preferred
• Experience in customer service or similar role preferred
• Experience in customer account management preferred
• Knowledge of supply chain/logistics in a consumer products or related industry preferred
• Intermediate MS Office and SAP experience preferred
• Must be able to read, write and speak English