Strategic Customer Care Specialist

1 month ago

Green Bay, United States Nature's Way Full time
Strategic Customer Care Specialist

Welcome to a better way, an authentic way. Welcome to Nature's Way.

Inside our minds, inside our hearts, inside our business, inside our bottles.

Our reason for being, the purpose that inspires our work every day, is quite simple: Help people live healthy lives.

When we help people live healthy lives, we build a happier, healthier world for everyone.
How we go about our work drives TRUST in who we are, what we do, and the products we produce. That means something important to the world, and it means the world to us.

People TRUST
  • Our products to be the gold standard
  • Our words to be true
  • Our claims to be honest,
  • Our actions to have integrity.
Together we work with an awareness of how even small actions affect others, an attitude of kindness and concern for each other, and a drive for action that helps people live healthy lives.

It's the best way. The right way. The only way. Nature's Way.

Be a part of helping people live healthy lives as our new Strategic Customer Care Specialist.

SUMMARY
The Strategic Customer Care Specialist is responsible for providing support to their assigned customers and corresponding Account Managers. The Strategic Customer Care Specialist manages their customer and sales relationships through a variety of communication channels. Proficient use of systems is required to successfully manage accurate and conforming customer orders. Ownership of customer purchase orders, from receipt to successful delivery, is managed by the Strategic Customer Care Specialist in order to meet Nature's Way objectives and provide outstanding customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
  • Manage customer orders to achieve fill rate, invoice accuracy and on time delivery targets.
  • Proactively notify customers and/or brokers of shortages, order changes and other issues related to their purchase orders.
  • Assist customers and/or brokers with inquiries related to product availability, specifications, prices and discounts
  • Work with customers and internal cross functional teams to address and correct customer fines/fees, price mismatches and service shortfalls.
  • Collaborate with transportation, warehouse, production planning, inventory and sales to achieve customer satisfaction.
  • Demonstrate professional communication and follow through in all internal and external verbal and written exchanges.
  • Serve as a resource to Sales and other cross functional teams.
  • Develop a trusted advisor relationship with assigned customers. Understand and document each customer's expectations and strive to meet or exceed those expectations.
  • Maintain current, accurate and thorough Standard Operating Procedures (SOPS).
  • Keep current vendor guides/agreements on file. Review, understand and document the customer expectations outlined in the guides.
  • Execute and review routine customer account reporting to ensure compliance and accuracy, such as: the discontinued items report; pricing reviews; fill rate report; and fine/fee analysis.
  • Continually assess tasks and processes to find opportunities for improvement, efficiency, accuracy and cost savings.
  • Achieve expert level SAP understanding. Execute transactions with speed and accuracy. Keep customer account data accurate and relevant.
  • Customer management may include the following:
    • Customer Web portal navigation for PO processing and other customer service related functions
    • Customer "Scorecard" reports from portals, data subscription services etc.
    • Strategic account administration and transaction management
    • Order Dog and Scan Genius management
    • New store opening orders
    • SAP projects and updates
    • Routine and ad hoc BI reporting
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactory. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Intermediate knowledge and use of Microsoft Word, Outlook and Excel
  • Excellent organization and communication skills.
  • Ability to balance multiple priorities and meet deadlines in a fast-paced environment.
  • Ability to prioritize; problem solve; and think critically in a dynamic environment
EDUCATION and/or EXPERIENCE
  • High school diploma or general education degree (GED). Associates degree or Bachelor's Degree preferred.
  • A minimum of two years' customer service, clerical office work and/or sales experience is required.
  • SAP or other ERP software experience preferred.
All benefits are effective on day 1 of employment.

Medical Option to select either a PPO plan or one of 2 high - deductible medical plans that includes a company contribution to your personal health savings bank account.

Dental Delta Dental PPO & an option to select an enhanced dental plan.

Vision Routine preventative coverage under medical plan and an option to elect additional voluntary coverage

Time Off All employees receive 11 holidays off per year, as well as paid time off that starts at a minimum of two weeks per year.

401K Plan Company match of up to 4% as long as employees contribute a minimum of 6% to the account. An additional profit-sharing contribution is also made to employee accounts if the company meets its annual targets.

You'll also enjoy a variety of other benefits that support your long-term health and wellness:
  • Company provided short-term & long-term disability
  • Life and AD&D insurance
  • Flexible spending accounts
  • Voluntary critical illness & accident coverage
  • New parent phase-in program & paternity leave
  • Educational assistance reimbursement
  • Product discounts & a wellness program

Start Helping People live Healthy lives today

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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