Customer Service Coordinator NORAM

About the role

At Novus, we deliver advanced technology rooted in scientific research to help animal producers and owners inspire every animal to reach its full potential. As part of our team, you’ll support customers in over 85 countries, driving intelligent nutrition solutions that transform the animal nutrition industry.

Responsibilities

• Manage Premium Services, ensuring customer and sales manager accounts are handled correctly.
• Oversee the Customer Master Data Governance submission process to ensure accurate and timely entry of customer master data as part of Novus’s Order-to-Cash process.
• Use Novus’s proprietary vendor-managed software system to proactively monitor customer inventory, schedule deliveries, and maintain a 100% service level, keeping sufficient inventory in customer tanks per Novus’s key performance indicators.
• Analyze daily exception reports and take appropriate follow-up action to manage customer inventory. Record all customer contacts and follow up on action items.
• Complete Delivery Weight Assurance (DWA) for bulk customer orders within 24 hours of delivery for orders within accepted tolerance, and within 72 hours for orders with discrepancies, including weight investigation.
• Enter specialty product orders accurately and timely into SAP on the day of receipt, tracking from order through delivery, maintenance, and final invoicing, achieving a 95% order entry accuracy rate.
• Ensure order confirmations are promptly sent to customers with correct pricing, materials, quantities, delivery/pickup dates, billing, and shipping information.
• Use order-to-cash system reports and proprietary logistics tracking tools daily to ensure specialty product orders are delivered within regional key performance indicators.
• Support the NORAM Master Data Coordinator by ensuring prompt and accurate data governance requests for Novus customers.
• Respond to sales force requests on the same day for customer information, order status, product concerns, availability, and shipping documentation.
• Comply with the Novus Integrity System (NIS), Novus Management System (NMS), and all position-related policies.

Requirements

• Bachelor’s degree preferred but not required; 2+ years of customer service experience and supply chain knowledge is a plus.
• Knowledge of domestic and international order fulfillment processes (Order-to-Cash) and document handling.
• Experience with computerized order processing and business systems (SAP strongly preferred).
• Proficiency in Microsoft Office (Outlook, Excel, Word, etc.).
• Understanding of basic accounting principles.
• Fluent in English.
• Travel: 10%.

Skills

• Strong problem analysis and decision-making skills.
• Excellent interpersonal and communication skills, both verbal and written.
• High attention to detail and commitment to error-free work output.

Cross-Functional Relationships

Work collaboratively with NORAM pricing, NORAM logistics, demand planning, credit department, bulk logistics, and the sales team.