Customer Service/Coordinator III

Title: Customer Service/Coordinator III

Location: Camden, NJ

Start date: ASAP

Responsibilities:

  • A customer service assistant is the primary point of contact between a business and its customers. If customers want to place an order, find information, get advice, return a purchase or make a complaint, they will invariably talk to a customer service assistant.
  • The job is ubiquitous in business -- every company has customers to care for -- and may go by other titles, such as information assistant or retail assistant.
  • Customer service assistants may work with customers by phone, online or in person.
  • The job complexity is related to the customers assigned to this position. It is based upon a variety of factors including: number of orders, buyers, distribution centers and the complexity of the customer account. The order entry method is mainly EDI, with the possibility of non-complex CRP accounts.
  • With guidance from Customer Supply Chain Manager, analyze and evaluate alternative solutions to respond to internal and external customer requests related to lead time exceptions, special events / ads, late-delivery notifications, pricing promotion problems, deductions, merchandise return requests, account consolidations, allocation restrictions and product availability within department and Corporate guidelines.
  • Monitor weekly/monthly on time delivery performance.
  • Research root causes for reliability failures and support the CLM in developing corrective action plans with cross functional supply chain counterparts including Transportation, Transplace and Warehousing
  • Maintain monthly supply chain scorecard, with collaboration from Customer Supply Chain Manager to monitor service performance, Customer program compliance, on time delivery.
  • Elevate to the SCM cost savings opportunities around case pick, full pallet ordering and internal network optimizations
  • Owns and manages customer specific service metrics and provides proactive communication and action plans to mitigate service risk
  • Primary responsibility is to manage the order life cycle from creation through delivery to ensure accurate pricing, terms of sales, lead-times, special pack requirement and inventory availability. Build and maintain accurate account profiles.
  • Work with Customer Supply Chain Manager and Sales management to analyze, evaluate, and solve for opportunities to improve key service metrics such as Incentive Pricing, Order fill, On time delivery, Invoice accuracy, case fill, etc.
  • Communicate with customers by tracking orders and shipments, trouble shooting and responding to all other questions, inquires and complaints in a timely fashion. Meet service level expectations as defined by the customer and sales team.
  • Coordinate with Sales, Manufacturing and Distribution to resolve service issues and other order discrepancies which could negatively impact the customer or company’s.
  • Provide back up support to other members of the Customer Service Team and perform miscellaneous duties as required. Required to track key metrics for annual performance review.

Requirements:

  • Bachelor’s Degree is preferred, not required
  • Clear verbal and written communication to explain issues and propose solutions to customers, sales teams or managers.

Joule, a System One division is a leader in specialized workforce solutions and integrated services. With more than 6,000 employees and roughly 50 offices throughout the U.S. we provide scientific, clinical, engineering, energy, IT, legal and administrative staffing services. For more than 40 years, we have delivered workforce solutions and integrated services to clients nationally.

Company
System One
Posted
09/11/2021
Location
Camden, NJ 08103, US