Customer Solutions Specialist

Currently, we are looking for talented resources for one of our listed clients. If interested please reply to me with your updated resume or feel free to reach out to me for more details at (949) 404-4067

Remote role

Job Description:

• LOCATION : Remote Opportunity
• Work schedule: 10:30am - 7pm EST Mon - Thu / 9 - 5:30pm EST on Fridays
• The Associate, Customer Solutions and Claims serves as the primary point of contact for the customer and sales force throughout the customer order management process. 
• The Associate role manages order volumes on a targeted selection of NHS brands for multiple small customers. 
• The incumbent is expected to solve routine problems following established policies and procedures and making recommendations on minor changes to address task-related activities within immediate scope.
• When fulfilling order management duties, this role is responsible for efficiently and effectively managing the end-to-end Order to Cash process flow, from intake of customer sales orders through receipt of goods to ensure orders are received in full and on time.

PRIMARY RESPONSIBILITIES – ORDER MANAGEMENT
Demand Capture and Order Filter:

• Identify and resolve demand capture failures to ensure timely processing
• Analyze order exceptions and take action on identified ways to improve customer order patterns and minimize order touches
• Monitor open orders according to the Daily Activity Schedule and ensure adherence to the tasks and cadence
• Monitor and address account specific issues upon receipt of order; problem solve any occurring issues, with minimal support from direct manager, while coordinating with customer and cross functional business partners to ensure blocked orders are processed accurately and within our service level agreement (SLA)
• Advises Stakeholders of potential delays or inventory challenges that would impact current lead time expectations.

Customer Support and Service:

• Facilitate and ensure account specific orders are shipped complete and on time to meet accounts requested delivery dates. Follow order through from entry to receipt at the accounts location. Identify carrier issues along the way and work with traffic team to solve. Notify customer and on carrier issues / delays along the way to keep all informed.
• Track and identify account new item orders. Collaborate with order fulfillment and demand planning teams upon receipt of new item order to identify any accuracy issues and ensure order fulfillment.
• Is accountable for driving customer satisfaction by consistently delivering high quality service
• Manages Stakeholder expectations as it relates to stock availability, order status and delivery execution.

Order Fulfillment:

• Collaborate with Order Fulfillment team on any out of stock / allocation issues, especially for displays, new item launches, customer promotions and own customer communication on mitigation if required in order to ensure fulfillment
• Collaborate with Order Fulfillment team to resolve issues preventing delivery note creation (e.g. blocked orders)
• Inform Key Stakeholders and propose resolution, with minimal support from direct manager, if issues identified post-delivery not due to Transportation or Warehousing issues (such as appointment scheduling, delivery delay, picking issues etc.)

Billing:

• Collaborate with Billing in the resolution of billing issues that require customer contact

Returns and Refusals:

• Be principal customer contact for capturing, creating and registering all return requests
• Assess compliance of Return Requests according to Market Return Policy Conditions
• Obtain authorization from Sales for return requests that exceed Market Return Policy Thresholds
• Validate returned product is in sellable condition and ensure all relevant documentation is provided for analysis of credit / debit value
• Coordinate destruction or donation of goods when physical return is not warranted
• Ensure refusals created by the OS&D team in Transportation contain appropriate order reason code and correct pricing prior to billing
• Analyze reasons for refusals and contact customers to propose mitigation actions to reduce / eliminate in the future

Additional Responsibilities:

• Collaborates with key stakeholders and business partners to ensure the quality of processes are aligned to meet the business and customer needs
• Provide 360° visibility on status of orders to customers and internal teams
• Apply appropriate root cause reason codes following global Reason Code Methodology
• Identify, analyze and initiate the escalation process based on escalation criteria
• Drive and encourage continuous improvement mindset applying NCE methodology
• Manage to and scored to organizational KPIs

REQUIREMENTS AND MINIMUM EDUCATION LEVEL:

• Undergraduate degree strongly preferred
• Availability / flexibility to work different shifts based on customer geography/time zone; or 7-day operations
• Must have reliable internet service provider if working from home, as approved.

EXPERIENCE:

• 1+ years’ experience in Supply Chain required (e.g. Order Management, Distribution, Inventory Management, Transportation, Demand and Supply Planning etc.)

SKILLS:

• Strong business acumen with a sense of urgency
• Excellent written and verbal communication skills
• Excellent analytical aptitude with a proven ability to analyze/interpret data
• Well-organized, methodical thinker with excellent decision-making skills
• Strong and creative problem-solving skills
• Proficiency in Microsoft office applications (e.g. Word, Excel, Outlook)
• Intermediate Level Excel skills, including experience working with large data-sets and familiarity with creating & using v-lookups and pivot tables.
• Proficiency in SAP, BW and Business Objects preferred
• Ability to work in a fast paced environment and handle multiple priorities
• Ability to work independently with minimal supervision

OTHER PERSONAL QUALITIES:

• Strong Customer Service mindset and passion for delighting customers internally and externally
• Demonstrates a strong desire to develop trust and long term relationships
• Proactively seeks continuous process and service improvements
• Strong result-orientation

About us:
At our organization, we take our mission and values to heart! We are on a mission to offer more and better jobs all over the world! Our goal is to care for you while you care for our clients and get you paid the highest pay possible. All our associates working with us are expected to embrace our RACE values: R - Results Matter, A- Approachable, C - Care, and E - Emergency i.e. work with a sense of urgency.

For more relevant job opportunities please visit our website: Denken Solutions Careers