Customer Experience Specialist

About the role

Support a 2 DC order management operation to ensure orders are sent to the DC in a timely manner to meet the on-time and fill rate requirements (OTIF- On time & In Full) of the customer & follow up as necessary with customers or internal departments to ensure orders are shipped on time and complete.

Responsibilities

• Analyze & improve order efficiency- minimize order touches due to pricing issues, incorrect UPC ordering, etc.
• Become an SAP expert to fully leverage the system to automate & propose process changes to support order efficiency/optimization.
• Collaborate with Customer, Sales, & Logistics to implement order pattern optimizations & efficiencies.
• Responsible for communicating to internal & external organization on the backorders for the customer orders including the root cause of the backorder & when inventory will become available.
• Collaborate with the planning & the sales team to prioritize inventory to customers during bottleneck situations.
• Serve as a single point of contact for all service-level-related order cuts & non-service level related order cuts.
• Analyze & improve service level discrepancies between BDF reporting and the customer using an internal Service Level Management tool (SLM 2.0).
• Provide 24–48-hour response time to customer/broker requests via the Customer Service Department mailbox or Customer service phone line, including dispositions, carrier return authorizations, shipping information and manual order entry and other supply chain related requests.
• Analyze trends for customer returns, create transparency, and work with Sales, Logistics & the Customer to reduce the # of returns.
• Ensure SAP data, including sales agreements, pricing, material determination, new item set up and charter plans are correct and accurately maintained.
• Work in SAP to manage EDI workflow including releasing, changing, cancelling, clearing errors and blocking orders to ensure service metrics and goals are met.

Qualifications

• Bachelor's degree in Supply Chain Management, Operations, or Logistics preferred.
• 5+ years' experience in Supply Chain Operations, preferably with Customer Service experience.
• Expert SAP skills or other order management system, including EDI.
• Solid knowledge of Supply Chain processes which includes Planning, Logistics, Quality and Customer requirements.
• Continuous improvement mind-set: always looking for system, process & communication improvements.
• Excellent communication skills required. Must be able to communicate effectively to Sales, Supply Chain and the Customer based on the corresponding business interest and adapt communication style based on the audience.
• Must also be strong in conflict management to achieve the overall company objective.
• Able to successfully work in a fast-paced, dynamic environment and able to adapt to the Customer service requirements and business needs.
• Customer facing experience- effective communication style that caters to and prioritizes the customer's needs.
• Strong analytical and problem-solving skills required. Able to root cause system and process issues and offer solutions.
• Highly learning agile with strong self-awareness.
• Resilient, able to keep composure in challenging situations.
• Proficient in MS Office, especially Microsoft Excel (must be able to confidently work with pivot tables) & MS PPT.
• Excellent team player who can work collaboratively and cross functionally with Sales, Supply Chain, Finance and the Customer.

Benefits

• Generous and flexible PTO policy
• Paid Parental Leave
• Comprehensive Wellness and Benefits program
• Cash Balance Plan (similar to a pension)
• 401k match
• Established Employee Resource Groups/affinity groups help to grow important connections and belonging with other colleagues
• Dynamic work model – hybrid (at least 3 days on-site)