Customer Operations Specialist

6 months ago

Lakeville, United States Post Consumer Brands Full time

Business Unit Overview:

Headquartered in Lakeville, Minn., Post Consumer Brands, a business unit of Post Holdings, Inc., is dedicated to providing people and their pets with delicious food choices for every taste and budget. The companys portfolio includes beloved brands such as Honey Bunches of Oats, PEBBLES, Grape-Nuts and Malt-O-Meal cereal, and Peter Pan peanut butter, as well as Rachael Ray Nutrish, Kibbles n Bits and 9Lives dog and cat food. As a company committed to high standards of quality and to our values, we are driven by one idea: To make lives better by making delicious food accessible for all. For more information about our brands, visit www.postconsumerbrands.com and follow us on LinkedIn for the latest news.

Brand:

Post Consumer Brands recently acquired several iconic pet food brands, venturing into a new market while remaining true to our purpose to provide delicious and accessible food that our consumers love. Were always searching the center store for the next exciting product to add to our portfolio, and right now, were growing and need passionate, driven individuals with diverse perspectives to help us reach greater heights. Thats where you come in. Join a team where your voice is not only heard but valued. Make a real impact on brands enjoyed by millions of people and their pets.

At Post Consumer Brands, we take pride in our longstanding legacy of making one of every five breakfast cereals families eat daily. Today, were just as focused on our future as we expand our grocery business with different shelf-stable foods, including snacks and peanut butter. We are committed to providing accessible and delicious food for families, and were always searching the center store for the next exciting product to add to our portfolio. As we soar to new heights, we need creative, determined individuals from all walks of life to join our team, where your unique perspective and ideas are acknowledged and valued. Be a part of a company that empowers you to make a difference thats evident on grocery store shelves and families tables across North America.

Location Description:

Post Consumer Brands corporate headquarters in Lakeville, Minn. is about 20 miles south of Minneapolis and St. Paul, Lakeville has all the benefits of smaller town living with access to everything a large metropolitan area has to offer. Join more than 400 team members collaborating on the two-building campus to help put breakfast on the tables of millions of consumers in North America.

Responsibilities:

Overview

This position provides a single point of contact to our customers for order management by acting as a liaison between the Customer and various internal Post Consumer Brands departments. Individuals in this role build customer loyalty and confidence by receiving incoming calls/e-mail, entering/managing orders, answering questions, resolving issues and advising customers of stock availability and delivery schedules. Responsibilities also include managing the order mismatch process, managing customer data, order quality improvement, and Customer inventory management.

Responsibilities and Accountabilities

  • Manage customer orders in JD Edwards (ERP system).
    • Process EDI orders or enter orders manually into system.
    • Validate orders meet Post Consumer Brands order guidelines and pricing and promotions are correct by partnering across internal departments and with the customer.
    • Timely resolution of any order issues so that customers requested delivery date can be met
  • Maintain and enhance the relationship between Post Consumer Brands and the customer by serving as the point of contact for all matters related to order fulfillment.
  • Communicate with customer and internal partners, including Sales, Supply, Warehousing, Transportation, and many more, regarding any potential service risk (product shortages, late trucks) and other potential issues and opportunities.
  • Partner with Accounts Receivable to understand customer deductions in order to reduce fines and fees.
  • Partner with Credit to ensure orders are released from credit hold in time to support customers request date, or to allow for proper communication with the customer if request date will not be met.
  • Provide root cause analysis on systemic service failures, and implement corrective action.
  • Enter Credit/Debit memos to ensure customers are accurately charged for our products.
  • Identify and participate in problem solving activities to improve supply chain processes.
  • Document standard work practices within Customer Operations department and continuously look for opportunities to enhance and improve processes.
  • Lead and/or participate in tracking cost-savings projects.


Qualifications:

Education: Four-year degree is preferred from an accredited institution, preferably in Supply Chain, Business, or related field.

Experience: 1-3 years in a Customer Operations or Sales role (manufacturing environment preferred)

Other Characteristics

  • Strong communication skills, both written and oral, with the ability to de-escalate situations as needed and communicate across functions internally and externally.
  • Able to successfully manage conflict, as well as manage multiple competing priorities.
  • Solid knowledge of Supply Chain, Customer Order Fulfillment, Logistics and Sales Functions.
  • Ability to work in a team environment and provide back up for others
  • Proficient in the Microsoft suite of Office products.
  • Key Competencies:
    • Think Critically (Analysis): Gathers and analyzes information to better understand problems and opportunities
    • Win Together: Be able to collaborate and build relationships within and across teams and with customers
    • Actively Influence: Creates opportunities to influence others ideas, decisions, and plans
    • Drive for Results: Acts quickly to address critical issues and opportunities
    • Manage Execution: Focuses efforts on the key factors that drive PCBs success

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