Customer Experience Professional - MH

About the role

The focus of the Customer Experience Professional is to provide primary customer service support and partner with outside sales to manage daily activities for their assigned customer accounts. The Client Experience Professional serves as the point of contact for customers' requests and transactions, and coordinates fulfillment of shipping orders. The objective of the position is to assist in the sales process, making transactions easier for both the sales team and customers, while operating within M. Holland's guidelines and procedures.

Responsibilities

• Order Management: Process customer purchase orders in the ERP system to generate order fulfillment, respond timely to customer and Account Manager fulfillment related requests, audit sales orders for accuracy, manage shipments according to logistics guidelines, and follow shipping processes to reduce costs.
• Customer Communication: Provide customers with proper documentation and certifications, maintain customer-specs and requests within the system, communicate order status (including backorders, blanket/call-off orders, future order confirmations, and shipping notifications).
• Company policy and culture: Understand and follow company policies and guidelines while processing orders, Account Manager, and Customer requests.
• Interdepartmental Coordination: Coordinate and own the order flow across multiple departments, submit accurate and complete requests/paperwork to other departments, and have basic knowledge of other departments' duties to field customer inquiries.
• Team Contribution: Assist with coverage during absences, actively problem-solve by seeking better alternatives, stay up-to-date on company developments, participate in daily management calls and assist with additional projects as needed.
• Process Improvement: Evaluate and make recommendations to management regarding business practices.
• All other duties as assigned

Qualifications

• Bachelor's degree preferred; equivalent experience considered in lieu of degree
• Experience in distribution and supply chain preferred
• 0-2 years of related experience
• Valid driver's license required
• Proficiency in English required
• Bi-Lingual – Spanish or Portuguese is a plus

Competencies, Knowledge, Skills, and Abilities

• Non-Quality RMA target: Less than .25% of orders shipped and returned due to non-quality issues
• Released to transportation: At least 90% of validated orders released to ship within lead time
• SO – PO linking: Measures how accurate load dates are for open sales orders in relationship to the expected ETA of the inbound PO
• Expired blankets/call off orders
• Price fix: Measures the number of orders that have shipped/released to ship that are on a billing hold/price fix "no"
• Ravago Target Delivery Date: Measuring the accuracy of the RTDD dates, taking into consideration lead time, warehouse receipt and transit time for made to order materials. The goal is to set realistic delivery dates at order entry with the customer

Work Environment

This is a hybrid role based out of Northbrook, IL. Must be adaptable to work in a shared space, with constant noise, with or without the use of a private office.

Physical Requirements

While performing the duties of this job, the incumbent is regularly required to communicate verbally, read, and comprehend information, type on a consistent and daily basis. The incumbent is regularly required to travel by foot, car, bus, airplane, or other means of transportation which require sitting, waiting, and standing for long and short periods of time.

Pay

$27.00 - $29.00/Hour with bonus potential