GENERAL DESCRIPTION / PRIMARY PURPOSE
Primary after hours contact who acts as a problem solver, decision-maker and liaison between various company departments and functions (all aspects of supply chain).
MAJOR RESPONSIBILITIES AND TASKS/DUTIES OF THE POSITION
Handling of customer rejections communicated after hours including giving direction as to disposition or diversion of overages, damages, quality issues, starting credit memo, and rejection report etc.
Processes product/customer allocations on behalf of west customer service team nightly due to schedule attainment variances.
Pulls reports from Power BI, to aid with VMI /CS, back up coverage.
Provides a daily shortage report for customer allocations.
Aids with creation, research and closing of sales allowances.
Answers all customer calls after hours and emails regarding trucks, missing paperwork, Canadian paperwork, and questions, etc.
Assists with monitoring truck arrivals by appointment and reaching out to carriers who have not checked in. Works internally to reschedule any no show or late trucks.
Assists with FSS freight orders to ensure these are shipped on time and correctly.
Receives updates from carriers regarding inbound and outbound trucks and relay the information directly to customer and/or other appropriate personnel
Responsible for informing transportation and customer service of any change in truck requirements or special loading requirements due to events and/or challenges that may occur after hours.
Notification to customer contacts regarding any issues with their orders, including items shortage and ETAs for FOB loads.
Assist customer service specialists with the processing of orders via iTrade & EDI.
Expected to maintain a high timely and accuracy levels regarding all data entry and communication.
Maintains appropriate records and prepares required reports.
Will determine when to contact the appropriate team member for problem resolution.
Responsible for communicating to fellow team members, manager and supply replenishment supervisor on any problems and the resolutions that impact customer order fill.
Accountable for adhering to all guidelines, processes and procedures outlined in department procedure books.
Responsible for special projects as directed by the department manager.
Assist with back up coverage as needed.
Other related clerical duties as assigned.
JOB SPECIFIC COMPETENCIES (Knowledge, Skill and Experience Requirements)
1+ year experience in a customer service role or logistics role; preferably with perishable goods.
Strong computer skills and ability to use Microsoft Office programs.
Proficient in Excel.
Ability to think critically, analyze data, and exercise sound judgement.
Active listening skills with the ability to communicate clearly and concisely.
Ability to execute and complete daily tasks with minimal supervision.
Strong verbal and written communication skills.
Must possess aptitude and positive attitude to contribute significantly to our service standards.
INTERNAL & EXTERNAL RELATIONS
Internally the role will interact with customer service, logistics, supply chain, transportation, sales, and demand planning.
Externally the role will interact with customers, vendors, and customer distribution centers.
EDUCATION AND CERTIFICATION
High School diploma or GED required, bachelor's degree in related field preferred.
While performing the duties of this job, the employee is regularly required to sit for long periods of time; use hands to handle or feel objects, tools, or controls; talk or hear. The employee must occasionally lift (including overhead) and/or up to 15 lbs.
WORK HOUR REQUIREMENT
Ability to work beyond regular business hours, weekends, on-call, and holidays as required.
Ability to work an additional rotation day as needed.
Springfield, Ohio, United States
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.