Customer Logistics Representative

1 month ago

Roanoke, United States 041 - Elizabeth Arden, Inc Full time
Job DescriptionJob Description

Description:

Responsible for order management, tracking, issue resolution across multiple ERP systems (SAP, JDE) for in-house manufactured and procured cosmetics and personal care products. Responsibility includes International & Domestic markets, deployment of orders to support replenishment demand and direct sales to distributor markets. This position is responsible to executing Order to Delivery Process that will support to sales department and it is the first contact for our customer for services level performance. Partner with internal and external teams to drive Customer Logistics processes and results. Continuous professional review of SOP’s inclusive of development, documentation, maintenance, and training.

Responsibilities:

CUSTOMER ORDER / DATA ANALYTICS MANAGEMENT

  • Must be able to create collaborative relationships across the sales, logistic, finance and supply chain organizations to execute services level.
  • Must be able to follow daily the operational KPI’s to analyze inefficiencies to allow us to put in place actions to solve it, always looking for the excellence of our service level.
  • Manage customer requirements utilizing multiple ERP systems (SAP, JDE, BW) for manufactured and procured cosmetics/personal care products.
  • Process finished goods orders for manufactured products for our commercial customers. Manage customer purchase orders and management of change requests.
  • Provide Customer Logistics analysis across multiple brands both Domestic and International, (Revlon Consumer, Professional, Elizabeth Arden Mass, Elizabeth Arden, and Luxury).
  • Maintain customer service requirements at targeted levels, providing related business analysis for customer orders and compliance, with a focus on optimizing service.
  • Liaise with global business partners to ensure timely execution and management of orders, including NPD and promotional programs.
  • Provide short term deployment plan adjustments as necessary in response to unexpected events.
  • Coordinate databases (Customer & material master etc.) are correct to avoid complaints, returns and other issues due to wrong data.

COMMUNICATIONS / COORDINATION / SUPERVISION

  • Partner with Commercial Business/Internal partners (Planning, Distribution, Transportation) to ensure customer requirements and supply constraints are addressed through effective and cost-efficient processes.
  • First point of contact for customers on order issue resolution, Active management of customer complaints including problem resolution and implementing corrective actions
  • Identify opportunities, recommend actions, and lead/participate with cross-functional teams to improve customer service.
  • Coordinate with Operations departments (Planning, Commercial Business, etc.) as required to achieve customer service / working capital / operational efficiency objectives.
  • Collaborate to troubleshoot and coordinate delivery issues and resolve challenges with Customers, Sales, Finance and Supply Chain functional teams.
  • Communicates directly and frequently with internal departments and customers through oral or written methods.
  • Work closely with Supply Planning, Distribution and Finance to achieve objectives and plans.
  • Support Sales & Marketing to achieve sales plans, keep information up to date to share and validate.

PROCESS ANALYSIS / IMPROVEMENTS

  • Drive improvements to OTIF (On Time in Full) through scorecards and root cause corrective actions.
  • Develop, maintain, and provide training for department-wide SOP’s to further process improvements and increase efficiencies.
  • Identify opportunities and recommend actions to improve Customer Service.
  • Prepare, review, and/or analyze business reports, and use information to identify operational improvements and cost saving opportunities.
  • Participate and engage in continuous improvement efforts to drive order process quality and efficiency.

This role is required to be in the office Tuesday - Thursday of each week unless otherwise directed by management.

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