Job title: Customer Service Representative II
Rate: $24.26 per/hr W2
Location: US-GA-ATLANTA-AOC-OFFICE 30313 (Remote but needs to be in Atlanta to come onsite for training)
Description:
** Shift time will be 10:30-7:30 min lunch w/ or 11:00-7:30 w/30 min lunch. Apply who are interested in this shift**
This role is responsible for providing dedicated support for our Retail, Bottler, Distributor, McDonald’s customers and Business partners by processing orders and inquiries within the OTC Supply Chain organization. The Customer Logistics and Supply Chain Specialist will research, influence and resolve issues for our Customers and Business partners using CCNA order management system & tools based on our established service level agreements.
Key Activities
• Single point of contact for our customers across Business units (MMBU, Food Service)
• Partner with sales teams and brokers to address customer satisfaction needs related to pricing, delivery method changes, account management and strategic projects (product launches, packing changes etc.)
• Partner with Product supply, Supply planning, logistics and transportation teams to influence and resolve order flow concerns (late trucks, dwell time, refused deliveries)
• Responsible for managing phone calls and emails from customers, internal stakeholders and partners and accurately tracking and resolving the business need
• Customer order management – Acts as liaison between external departments and customers to process order changes, communicate all order changes, track and reschedule customer orders to meet customer requested delivery dates
• Apply best practices and business knowledge to make timely decisions and resolve issues with product orders to meet requested customer delivery dates
• Proactively manage order flow, communication of all In Full issues and partner with transportation to ensure delivery appointments and pick-up appointments are set timely to mitigate order failures
• Recognize and track trends with customer issues, evaluate and suggest process improvements for Product order management and our partners
• Understand Company goals and performance metrics and improve quality and speed to meet and exceed customer expectations
• Work collaboratively but often independently on daily tasks and resolve escalations that are diverse in scope using strategic thinking, people and company resources
• Build and leverage collaborative relationships with our customers, sales, logistics and other internal partners based on customer specific operations
• Analyze, coordinate and participation in implementation of design projects to support department and or key customer objectives.
Required Skills/Experience
• Strong customer service and relationship background, strategic thinking, effective communication and business writing skills
• Must have strong research or analytical skills, attention to detail, effective problem solver and influencing skills
• Must have a strong sense of urgency and be empowered to make timely and informed decisions
• Building collaborative relationships within POM, Supply chain/OTC organization and our external partners
• Knowledge of the CCNA Product Supply system, Order Management and Salesforce & SAP a plus. Other systems used include CRM Database, MS Office; Outlook, Word, Excel, SharePoint, Genesys
• Ability to excel and contribute in a fast paced and changing work environment with accuracy while meeting SLA’s and deadlines
• Ability to understand overall Company objectives and manage competing project and tasks
• Roles within this organization include teleworking and remote working. Candidate must be able to work independently with minimal daily supervision
Types of additional activities managed
• Expedited Orders
• Customer Order Change Request
• Customer Pick Up
• Transportation Issues
• Dock Cuts
• Ship Withs
• General Product Information
• Plant Redirects
• Over, short and damaged process
• Transportation Method Change
• Duplicate, missing, or incorrect orders
• Participate on S&OE Weekly Calls
• Attend S&OP Monthly Calls
