Customer Service and Supply Chain Planners

2 days ago

Franklin Lakes, United States MILLENNIUMSOFT Full time

Position : Customer Service and Supply Chain Planners

Location : Franklin Lakes, NJ

Duration : 12 Months Contract

Total Hours/week :40.00

1st shift

Description:

  • The principal purpose of this position is to satisfy the customer in consistently meeting or exceeding customer service expectations.
  • To build a strong relationship with the customer and maintain a level of customer service excellence that differentiates Client in the market place.
  • Provide exceptional service to all internal and external customers through effective use of contact handling skills and techniques.
  • Subject Matter Expert in products, process and policies.
  • Responsible for meeting business objectives and targets as defined for this position.

Single point of contact for the customer:

  • Act as primary contact for Key customers and coordinate activity/responses with internal stakeholders.
  • Supply Chain (Supply Chain Mgrs, Distribution, Transportation)
  • Planning
  • Marketing
  • Establishing direct contact with internal stakeholders Customers as required.
  • Monitor progress, response time to issues, opportunities, and escalate if needed.
  • Act as VOC (Voice of Customer) to internal stakeholders and the Business.

Continuity of Supply

  • Process and monitor all orders.
  • Central point person for implementation of allocation strategy – works with business planners to manage stock in short supply.
  • Problem solve with internal stakeholders to meet customer delivery expectations.
  • Provide internal stakeholders and the customer data reports and information on product status and availability.
  • Work closely with Planning to provide accurate product availability and allocation
  • Assist internal stakeholders in improvement efforts and escalate as required.

Customer Relationship Development

  • Work with SCM to identify key customer contacts & relationship building strategy.
  • Establish a cadence of communication with the key customers
  • Attend meetings with customers as required.

Continuous Improvement

  • Assist in the establishment of best practices
  • Identify opportunities and participate in process improvement efforts.

Specific Items

  • Proactive Order Management – Receipt thru delivery
  • Backorder Management
  • Regular communications schedule with customers
  • Claims – Investigate and perform root cause analysis of service complaints and resolve to the satisfaction of the customer within established company guidelines
  • Compose accurate, prompt and appropriate replies to all customer contacts
  • Support first and second tier Customer Service reps on escalated customer issues
  • Work with business functions to ensure satisfaction, service and sales goals are met.
  • Assist in development, testing and piloting of new process and procedures.
  • Support promotional sales campaigns, product launches, cross sell or upselling activities.

Required

  • 2 + Years SAP and BW/BI Experience
  • Good knowledge of supply chain practice in a manufacturing environment.
  • Able to influence without authority
  • Customer Centric
  • Excellent oral,written and presentation skills
  • Strong team orientation
  • Excellent interpersonal skills and service orientation.
  • Strong time management skills and the ability to multi-task.
  • 2 + years prior experience in a contact center with a proven track record of meeting or exceeding performance targets.
  • Comfortable interacting with many levels of management.
  • Proven excellent proficiency in contact handling skills.
  • Proficient in Word, Excel, and PowerPoint
  • Continous and versatile learner
  • Proven analytical ability
  • Sense of urgency
  • Self motivated
  • Learning Agility

Preferred

  • Strong knowledge of the Client supply chain
  • Understands Client processes, decision making, role and responsibilities
  • Proven leadership skills

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