Customer Service Representative

2 months ago

Houston, United States AlEn USA Full time

Position - Customer Service Representative

Area - Supply Chain

Reports to - Supply Chain Director


I. SUMMARY:

This customer-facing role drives overall OTIF, In stocks and Fill rate. In this role, your work will benefit our customers by ensuring excellent Service. This position will support Distribution Center and 3PL’s performance, adequate inventory levels. Handle SAP transactions related to Order management, issue resolution. Scorecard & report generation on order fulfillment accuracy, On time, and fill rate.


This role is responsible for Customer profile management and order guidelines. Dispute deductions for your own customers in MEI and customer portals


II. ESSENTIAL DUTIES AND RESPONSIBILITIES:

Customer profile management and SLA’s

Generate Organize & Analyze performance metrics for AlEn USA customers (in stock percentage, fill rate, on time, forecast accuracy, and event performance among others).

Lead weekly meetings with the Sales Team, Supply Chain to identify areas of opportunity and provide recommendations. Internally, you will have communication with key stakeholders to call out exceptions in forecast, flag risks, and provide actionable recommendations.

Manage complex projects that are within the scope of driving Supply Chain efficiencies.

Support the sales team and make recommendations, sales deviations, additional inventory, inventory on hand, etc.

Communicate relevant changes in inventory, in-stocks, or POS Trends to internal Sales and Demand Planning teams to inform internal forecasts, risks and opportunities, S&OE process.

Build a strong relationship and manage efficient projects that will drive value to the customer and/or the organization.

Dispute service-related deductions.

Contribute to an environment where the AlEn USA LLC culture is strong and where the diversity of our internal and external customers is valued and embraced.

Evaluate the level of service provided by export transportation providers in order to identify areas for improvement and provide timely feedback to achieve a level of service excellence.


III. Profile:

Education

Bachelor’s degree in business management/Supply Chain

Experience

Minimum of 4 years of experience performing similar duties

Language

English (Spanish is a plus, but no required)



IV. REQUIRED SKILLS:

  1. Attention to Detail: Ensuring that all order details are accurate and complete to prevent errors and discrepancies.
  2. Communication Skills: Effectively interacting with customers, suppliers, and internal teams to manage expectations and resolve issues.
  3. Organization: Keeping track of multiple orders, deadlines, and inventory levels in an orderly and systematic manner.
  4. Problem-Solving: Addressing and resolving issues that arise during the order process, such as delays, incorrect items, or inventory shortages.
  5. Technical Proficiency: Using order management software and other tools to track orders, manage inventory, and analyze data.
  6. Customer Service: Providing exceptional service to ensure customer satisfaction and handle inquiries or complaints professionally.
  7. Time Management: Prioritizing tasks and managing time effectively to meet deadlines and handle high volumes of orders.
  8. Analytical Skills: Assessing order patterns and performance metrics to identify trends, make forecasts, and improve processes.
  9. Negotiation: Working with suppliers and logistics providers to secure favorable terms and resolve conflicts.
  10. Adaptability: Being flexible and responsive to changes in demand, order volume, or supply chain disruptions
  11. Technical Skills: Basic Knowledge of SAP, Proficient in software packages including Windows, and Microsoft Office (Excel).


V. WORKING CONDITIONS:

Prolonged periods of time in the workstation. Some travel required.


RELOCATION NOT AVAILABLE FOR THIS ROLE. CANDIDATE MUST RESIDE IN THE HOUSTON AREA

AlEn USA is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran status, sexual orientation, gender identity, gender expression, genetic information, or any other characteristic protected by law.

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