Customer Service Representative

2 weeks ago

Alpharetta, United States Ontex Full time

Ontex is a leading international personal hygiene group. We engineer and make high quality products for Baby Care, Feminine Care and Adult Care and are the partner of choice for consumers, retailers, and institutional and private healthcare providers around the world. We distribute in more than 110 countries through leading retailer private labels, as well as under our own brands.


Job Title: Customer Service Representative

Schedule: Monday - Friday, 8am - 5pm

Location: Alpharetta

Reports To: Senior Logistics Manager of North America


Job Purpose

This position is responsible for representing Ontex to the customer and the customer to Ontex. The Customer Service Representative is responsible for consistently meeting customers’ expectations by ensuring that the supply chain meets their demands. Provides insights and analysis of customer activity to support new product launches, promotions, vendor managed inventory and service improvements. Works directly with the customer and ONTEX associates to assure customer purchase orders are processed accurately and delivered on time & complete.


Main Responsibilities and Key Tasks

  • Establish and maintain effective working relationships with customers to ensure their supply requirements for Ontex consumer products are met. Collaborate with Ontex associates including sales, production planning, demand planning, distribution, transportation, product marketing, commercial finance & IT support to anticipate and proactively resolve product flow issues. Call and lead meetings to prevent or resolve problems. Be prepared and actively participate in related meetings. As a direct customer contact, consistently demonstrate a passion for the customer, an understanding of the issues and a spirit of collaboration.
  • Participate in customer visits to discuss their requirements and concerns and follow through with action on their behalf.
  • Monitor open order and inventory reports to track progress of open orders through shipment. Work with factories and demand planners to respond to product shortages so orders ship on time and complete. Immediately notify sales manager and the customer if requirements cannot be met.
  • Prepare reports and analysis as requested by customers, sales or other Ontex associates related to assign customers. Demonstrate ability to use available reporting tools and ERP system. Fully utilize customer web sites to meet service requirements. Understand customer scorecards and Ontex service reports. Identify the causes for poor results and contribute to corrective action plans.
  • Manage the launch of new items and the transition of existing items for assigned customers. Collaboratively develop product transition plans with customers and coordinate the factory for potential obsolete materials. Evaluate potential shortfalls due to product or packaging delays. Coordinate the depletion of finished goods and materials. Coordinate with the Product Manager the item material status as required.
  • Monitor promotions and events for assigned customers. Immediately notify demand planning of any variance to forecast volumes or timing.
  • QC orders for assigned customers. Demonstrate functional knowledge of Ontex order process system’s capabilities. Comply with standard order processing procedures. Assure orders have the correct product, lead time, pricing, order multiples and meet order size requirements. Promptly respond to questions from customers or sales managers.
  • Maintain data for assigned accounts in Ontex’s and in customers’ systems.
  • Independently manages relationship and account needs of assigned customer(s) with limited direction from leadership.
  • Dependent on customer needs, may be required to build a collaborative partnership with multiple contacts across a customer’s supply chain and may be required to participate in major customer meetings and initiatives.


Job Requirements

  • Bachelor’s degree in Logistics or related field or significant related logistics or planning experience.
  • 5 years of high-level experience in Customer Service is required.
  • Prior customer service experience is a must.
  • Prior experience with ERP applications is a plus.
  • Demonstrated ability to use Word and Excel is required.
  • Strong communications skills both written and verbal.
  • Demonstrated analytical, interpersonal and organizational skills.
  • Demonstrated leadership abilities.
  • Ability to speak Spanish desired


Job Complexity and Challenges

  • Verify customer commitments are kept to provide on time and in full service levels
  • Lead research and resolution of customer deductions. Investigate and resolve customer deductions (Pricing, Payment Terms, Shortages/Overages)
  • Work with other Ontex associates, 3rd Party Logistics Providers, Affiliate’s Logistics associates, Customers and others to determine validity of deduction
  • Provide documentation to A/R Coordinator(s) to support validity (write-off) or invalidity (collection) of deduction. Keep track of assigned customer opportunities to reduce any system impacts.
  • File claims with 3rd party logistics providers as appropriate



Accountability and Scope Factors

  • Accountable for the perception of Ontex with the customer.
  • Must be able to work in a team-oriented, professional and fast-paced environment.
  • Must have strong interpersonal skills and be able to interface with customers, manufacturing operations, 3rd party distribution providers, and internal organizations.


Company Benefits

  • 401(k) matching
  • Health Insurance
  • Dental Insurance
  • Vision Insurance
  • Flexible spending account
  • Health savings account
  • Life insurance
  • Referral program of $2,000

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