Customer Fulfillment Planner

Responsibilities

• Facilitates scheduling of orders and resolves issues (holds, shortages, etc.) on the order.
• Manages promise dates in ERP for revenue forecasting and update consistently to reflect ship date communicated to customers.
• Captures and coordinates with (planning/purchasing/finance/warehouse) to ensure orders will ship by promise date.
• Notifies Sales and/or Customer of issues in meeting customer expectations.
• Captures and coordinates order changes post-booking with sales, and Order Management (i.e., item substitution, customer address change, additional delivery requirements, equipment, inside delivery etc.).
• Daily review of ERP report(s): Logistics: Item Fulfillments Not Shipped DC Results; Logistics: Item Fulfillments Not Shipped Primary Results.
• Reviews shipments that are not picked up or shipped based on (State and Region) Original Ship Date, working with Logistics, warehousing to execute on-time pick-up.
• Coordinates weekly phone calls to customers, thanking them, discussing promotions, and providing up-to-date information on current and new product availability.
• Investigates and manages customer claims for your (specific) regional assignment.
• Builds operational relationships with freight carriers servicing the region, knowing their operational strengths and weaknesses, participating in monthly customer / supplier 360° performance reviews.
• Ensures orders are invoiced timely and accurately.
• Assists customers with physical inventory of orders or packing list receipt errors.
• Facilitates Return Material Authorization (RMAs) and ensures replacement products are shipped in a timely manner.
• Maintains the confidentiality of all customer and company information.
• Communicates changes in the financial health of customer(s) to the accounting team to investigate.
• Executes sales and sample requests, and customer freight quoting.
• Other duties as assigned.

Requirements

• General knowledge of Microsoft Office programs such as Word, Excel & Power Point.
• Previous experience in a fast-paced working environment, preferably Customer Fulfillment role, with nationwide specialty confectionery retailers, corporate accounts is a plus.
• Knowledgeable in Electronic Data Interchange (EDI) transactions, knowing how to identify and resolve specific customer EDI issues within order management.
• Well versed in ERP system and warehouse and transportation management systems.
• Strong organizational skills, effectively managing goals and tasks with varying due dates.
• Naturally, curious critical thinkers with great follow-through.
• Must be able to prioritize and organize multiple tasks to maximize efficiency.
• Engage in a positive workplace culture encourages creative thinking, gratitude, and “Best idea wins!”
• Well-developed, concise verbal and written communication skills.
• The ability to provide verbal and written communication to the organization, through department, one-on-one meetings, as well as with other department leaders and Co-Presidents.
• Must be able to speak, read and write in English.