Customer Service Lead

2 weeks ago

Raleigh NC, United States JT International S.A. Full time

 

We’re JTI, Japan Tobacco International and we believe in freedom. We think that the possibilities are limitless when you’re free to choose. In fact, we’ve spent the last 20 years innovating, creating new and better products for our consumers to choose from. It’s how we’ve grown to be present in 130 countries.

But our business isn’t just business. Our business is our people. Their talent. Their potential. We believe when they’re free to be themselves, grow, travel and develop, amazing things can happen for our business. 

That’s why our employees, from around the world, choose to be a part of JTI. It is why 80% of employees feel happy working at JTI. And why we’ve been awarded Global Top Employer status, ten years running. 

So when you’re ready to choose a career you’ll love, in a company you’ll love, feel free to #JoinTheIdea. 

Learn more: jti.com

 

Department: Supply Chain & Logistics

Location: Raleigh, North Carolina

Reporting to: Customer Service, Logistics & Demand Planning Manager

Role: Permanent

 

Customer Service Lead 

 

About the Role 

The primary purpose of this position is to ensure that customer orders are processed and delivered to our customers accurately and efficiently in a professional manner without delay and/or interruption.  As the first line of JT International’s working relationship with customers, this position is inherently responsible for ensuring that a strong rapport and professional relationship is maintained with all customers. In addition, the incumbent reconciles warehouse inventories across the company's domestic warehouse network. The incumbent takes on training & coaching activities to help guide the wider Customer Services & Logistics Team.  In addition, the lead will be looked upon to help resolve more complicated issues and tasks and will serve as the Team's lead SAP Power User.

 

What you will do

  • Ensure all orders are taken and processed accurately and efficiently and delivered to customers without delay. Also ensure all invoices/credit memos are processed to customers with correct prices and taxes on a timely basis.
  • Update and maintain customer database (current and new) as appropriate.
  • Responsible for reviewing monthly/quarterly reporting and performing control activity walkthroughs.
  • Leads the JTI Direct Customer Account Application Process, working back with Sales and Customer as required to ensure all paperwork has been received and completed, files appropriate documents and creates BAP Memos/Change Requests as required
  • Ensure that the ERP system is accurately maintained on a daily basis with respect to:  Current and historic product and warehouse data; current and historic pricing and standard costs; current and historic state and federal taxes; customer details (name, address, and tax status data).
  • Work closely with the warehouse team and Supply Chain & Customer Service Manager to provide accurate and timely communication and details as part of the destruction process.
  • Work closely with warehouses and 3rd party logistics providers to ensure delivery details are properly maintained and communicated. Track and report on order transit timing and investigate exceptions to planned delivery schedules.
  • Resolve invoicing and inventory issues (i.e., discrepancies, variances) by working with other internal departments including Warehouse, Finance, Accounting, IT and Sales Dept. as well as external customers. Work with customers and IT department to resolve any EDI issues.
  • Identifying and resolving issues and ensuring outstanding quality of services are given to customers and distributors.  Ensure that processes and procedures are understood and applied.  Strive for continuous improvement within customer service.  To further enhance customer satisfaction and serve as the Customer Service Manager’s back up insuring that our customer service standards are not compromised.
  • To be the primary trainer to the new Customer Service & Logistics Associates by leading them to meet and exceed departmental and individual targets by effectively providing direction and coaching in the everyday procedures.

 

Who We Are Looking For

A well-organized, passionate, and detailed-oriented person, with:
 

  • BA/BS degree required, or customer service experience
  • 3 to 5 years’ experience of working in Customer Service / Logistics function of National or International company
  • Proficient knowledge of computers including Microsoft Office (MS Excel & MS Word experience is required). ERP (SAP) experience is strongly preferred.
  • Excellent customer service skills. Ability to think on one's feet and react to customer issues. Organized & self-motivated.
  • Ability to manage a high level of daily tasks associated with processing customer orders. Proficiency in dealing directly with customers to provide appropriate follow-up and satisfy customer inquiries
  • Strong organizational and time management skills needed to prioritize work and meet deadline commitments.

 

What We Offer 

In JTI USA, we are proud to be recognized as Top Employer and awarded the Global Equality Standards certificate as we continue our dedication to equal pay and equal opportunities. 

 

Our culture is what makes JTI USA a fun and exciting environment to work in. We value integrity, trust, empowerment, and freedom - freedom of choice, freedom of thought, freedom of expression, and freedom to be yourself. 

 

We ask for accountability, ownership, results, and collaboration. 

 

And we care for our people's well-being - In addition to the salary, you might want to enjoy the following: 

  • Annual Performance based Bonus
  • Employee Stock Purchase Plan 
  • Personal Development 
  • Medical/ Dental & Vision Plan for employee & family members.
  • Life insurance
  • Matching 401(K)
  • Paid Time Off (PTO)
  • Paid Family Leave of 20 Weeks
  • Short-Term & Long-Term Disability 
  • Education/ Tuition Assistance
  • Flexible Dress Code
  • Hybrid Work Setup 
  • Snacks & Drinks
  • Office Parties 
  • Volunteering Activities 
  • Employee Assistance Program - counseling, for employees & family members. 

In addition to other perks & benefits (i.e. fitness/ wellbeing activities, employee discounts, service awards, recognition program, etc.) 

 

 

Thank you very much for your interest in the role. You are welcome to apply

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