Customer Supply Chain Associate

About the role

Responsible for supporting the relationship between the customer and the company with respect to an assigned account or customer segment. The jobholder provides excellent order management, customer service, and maintains strong professional relationships with customers, sales teams, and internal supply chain teams. Using analytical tools, reports, and partnerships, the role identifies operational gaps and develops supply chain solutions to maximize efficiency. The jobholder supports customers within an assigned account base, responds to customer requirements, and resolves inquiries quickly while aligning with the company’s established customer order policies and guidelines.

Responsibilities

• Maintain professional, timely, and effective communication with all parties.
• Process orders and requests in line with company procedures and propose improvements to procedures and processes.
• Provide timely and accurate information to incoming customer order status and product knowledge requests.
• Enter and process customer orders and changes according to department policies and procedures.
• Work with cross-functional teams to resolve customer complaints, credits, and deductions when necessary.
• Maintain up-to-date knowledge of products, customers, processes, and suppliers.
• Engage in cross-selling and up-selling where appropriate.
• Remain flexible to meet business requirements and demands.
• Receive, enter, and manage customer purchase orders from order receipt to shipment of product.
• Serve as the Customer Service & Logistics (CS&L) representative with customers (internal and external), providing supply chain and logistics expertise while balancing service and cost.
• Present ideas and supporting analysis to customers and internal partners to maximize logistical and process efficiencies, focusing on balancing service and cost.
• Analyze customer and logistics data by providing customer scorecards, implementing process improvements focused on key performance indicators and service level agreements.
• Ensure customer satisfaction through processing complaints, responding to inquiries, and providing shipment status.
• Proactively collaborate with customers by seeking information, inquiring about satisfaction levels, analyzing order patterns, shipping alternatives, and additional needs.
• Investigate and support the implementation of proactive methods for continuous improvement by participating in data analysis and forming corrective action plans.
• Utilize analytical tools, systems, data, and reports to identify and lead service improvements with assigned customers and CS&L initiatives.
• Lead small to moderate size projects or initiatives.
• Serve as a subject matter expert within the functional area.
• Participate in on-the-job training and job shadowing with new employees.

Requirements

• Bachelor’s degree or related experience; 3-5 years of related experience preferred.
• Previous experience in a customer-focused environment, preferably in a similar role within Supply Chain, B2B, or B2C.
• Strong knowledge of computer applications such as SAP, AS400, Microsoft Word, Excel, and Outlook.
• Strong interpersonal and collaboration skills.
• Ability to form, foster, and maintain strong positive business relationships across multiple units and sites.
• Demonstrated confidence and ability to interact at all levels of the organization.
• Ability to develop and deliver presentations to leadership and peer groups.
• Influence and negotiate with both internal and external customers.
• Able to work independently as well as across functional or matrix team structures.
• Intermediate analytical skills with the ability to collect, organize, analyze, and disseminate information accurately.
• Excellent communication and people skills.
• Strong organizational, analytical, and administrative skills.
• Effective collaborator with a desire for continuous learning.