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Sr. Customer Supply Chain Specialist

3 months ago

Atlanta, United States Kids2 Full time

SUMMARY

The Sr. Customer Supply Chain Specialist is responsible for a portfolio of retail customer accounts that have a significant impact to Kids2 performance. The Sr. Customer Supply Chain Specialist is the customer-advocate within the Kids2 Global Chain Operations who demonstrates a commitment to developing and maintaining customer relationships through superior customer service within the order-to-cash process.


PRIMARY RESPONSIBILITIES AND ESSENTIAL FUNCTIONS

  • Manages customer orders through the Kids2 supply chain to shipment and delivery to customer.
  • Routinely works with key internal customer stakeholders like replenishment, warehousing, compliance, and inventory to ensure customer is receiving highest levels of service.
  • Monitors status of all open orders to ensure on-time and in-full delivery.
  • Provides the customer proactive communication regarding order status, logistics issues and action plans meeting customer expectations for order delivery. Ensures the sales team and other stakeholders are aligned and informed as needed.
  • Collaborates with peers to determine the best solutions to support overall customer needs. This includes requesting later arrival dates, completing order updates to meet compliance requirements, and proactively actioning master data needs.
  • Assists in the implementation of customer specific programs in conjunction with Sales, Marketing, Warehousing, and key customer contacts.
  • Develops relationships and contacts with key customer’s supply chain and replenishment organizations. Maximizes meeting with key customers to ensure Kids2 supply chain is aligned to meet customer needs and initiatives.
  • Analyzes customer service levels for on-time order processing and on-time delivery to customer measures & develops action plans to achieve service level goals. Provides trend analysis of performance, root cause of issues and develops recommendations either internally or to customer for service performance improvement.
  • Works with freight carriers and customer transportation team to expedite delivery of orders and determine correct disposition of refused product; works with billing department on any invoicing needs.
  • Coordinates the return of refused/discontinued products that insures the most cost-efficient freight rates.
  • Ensures the customer and material master data is synchronized within Kids2’s systems and is aligned to meet customer expectations.
  • Understands customer’s supply chain, and initiates efforts to identify and improve results and processes for Kids2 and the customer.
  • Analyzes customer data, order size, order frequency, on-time, customer penalties while looking for trends and opportunities to improve results. Presents analysis findings and recommendations to manager and other stakeholders.
  • Development and maintenance of Standard Operating Procedure documentation and training materials in support of customer service and order to delivery process.
  • Investigates and performs root cause analysis, facilitates issue resolution supporting best in class customer service through efficient sales order processing, on-time delivery facilitation, and accurate invoicing.
  • Provides weekly service updates to sales account managers and other stakeholders regarding customer measures and action plans to improve.


QUALIFICATIONS & EXPERIENCE

  • Must be highly proficient in Spanish.
  • SAP Order to Cash experience required.
  • Previous customer service, sales or knowledge of supply chain/logistics in a consumer products or related industry preferred.
  • Minimum of 5+ years directly applicable experience in addition to a relevant degree or equivalent


EDUCATION & SKILLS

  • B.S. or B.A. degree. (Supply Chain concentration preferred)
  • PC literate in Microsoft Office suite of products. Advanced level Excel skills
  • SAP Order to Cash
  • Excellent written and verbal communication skills
  • Strong organization and planning skills
  • Strong problem solving and analytical skills.
  • Ability to work independently receiving minimal guidance on daily activities.
  • Demonstrate leadership skills.
  • Knowledge of supply chain/logistics in a consumer products or related industry preferred.
  • Ability to build effective working relationships across functional areas.
  • Highly motivated and capable of working in a fast-paced environment.
  • Excellent interpersonal skills
  • Strong customer focus
  • Ability to demonstrate logical thinking in the analysis of data from multiple sources.
  • Ability to stay on task with independent work and as a leading participant on team assignments.
  • Innovative thinker with ability to solve problems creatively.
  • High level of curiosity to ask questions, understand big picture, and challenge status quo and ability to adjust focus.


WORK ENVIRONMENT

  • In office 3 days per week.
  • General office environment