Customer Fulfillment Specialist

4 weeks ago

Wisconsin Rapids, United States Altium Packaging LLC Full time
Location Address:
123 Main St, Anycity, Wisconsin 12345

Work Shift:
Salary Nonexempt - security (United States of America)

Altium Packaging, Our Culture Differentiates Us
We incorporate our Guiding Principles into all aspects and at all levels of the organization and use them as a framework for decision-making. We believe our Guiding Principles foster a culture of excellence that benefits both employees and customers.

Our Guiding Principles
  • Act with Integrity & in Compliance
  • Drive Value Creation
  • Be Disciplined Entrepreneurs
  • Focus on the Customer
  • Act with Humility
  • Treat others with Dignity and Respect
  • Seeking Fulfillment in your Work
The Customer Fulfillment Specialist (CFS) serves as the regional customer service leader acting as the liaison between Altium Packaging and its customers for all escalations and delivery related functions. This includes order management, planning (supply and demand), freight coordination, and all corresponding customer communications.

Role will include, but is not limited to the following:

Customer satisfaction:
  • Answers customer calls and emails in a professional and courteous manner
  • Responds promptly to customer requests and complaints; escalates to RSCM as needed
  • Informs customer of issue remediation plans
  • Responds to emails from several inboxes
  • Assists with inside sales and pricing coordinators for existing pricing inquiries
  • Conduct structured AMR calls with customers via teams or in person
  • Assist in new project set up working with PM's and PQM
  • Attend emergency customer recovery related on sites (service complaints only)
  • Lead times clearly conveyed to customers on a quarterly basis per SKU
  • Managing customer behavioral changes
Order Management:
  • Enters and/or escalates pending DMG requests
  • Attends production meetings, weekly or as required
  • Coordinate with production/planning
  • Assist finance department with tasks such as, but not limited to, invoice clarification, JDE order clean up for end of month
  • Enters credit order entry (excluding debit order) and audit open credit status'
  • Managing new project set up with QM, PM and Sales
  • Set up and maintenance customer contact information in JDE for automatic notifications
  • Uses Business Objects- Customer Hot Sheet report to identify late orders
  • JDE data entry error support to CS team
  • Act as liaison from plant to plant & sales when organizing support loads
  • Assist in pushing end of month inventory by notifying CRS and customers
Continuous Improvement:
  • Attends weekly calls with RSCM to discuss issues, learn about and share best practices with CSRs
  • Develop and implement detractor strategies relating to NPS and driving participation
  • Completely 'CFS weekly updates' for review by RSCM
  • Ensures customer service cheat sheet maintenance (list of contacts for backup, carriers, customers, list of bottles etc)
CRM Tracking:
  • Manages customer contact list and customer feedback
  • Fields and acknowledges customer quality complaints, and work with operation team to facilitate communications on plant findings and resolution; updates CRM
Capacity Planning & Inventory:
  • Creates and updates reports in Business Objects and/or Syteline reporting including but not limited to CS Hot Sheet, plant OEE / OTS, Quality/Service Cases
  • Pushes end of month inventory by notifying CSR and customers
  • Accountable for customer owned inventory (labels, corrugate, etc.) that is provided by plant warehouse managers
  • Assist with the management of obsolete inventory
  • Review current capacity plan with sales and update with risks and opportunities.
  • Coordinate inventory for downtime events such as PM's, Mold Refurbs, etc
  • Review and approve Final Source Premium Report
Coaching & Mentoring:
  • Provides training to the CSR(s) as members of the customer service team relating but not limited to customer service etiquette, customer communication expectations, Altium best practices, Guiding Principles etc.
  • Identify each appropriate backup for CSR(s)
  • Discuss career growth and career progression plan
  • Approve MIP and bonus
  • Time Sheet verification for any hourly employees
  • Initial Relationship Mapping
QUALIFICATIONS:

The requirements listed below are minimum requirements for the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Associate degree preferred or equivalent experience.
  • Five plus years of experience in customer service in a manufacturing environment to include experience with customer relationships.
  • Prior JDE experience a plus.
Skills:
  • Ability to partner with external customers to include plant operations.
  • Strong problem-solving skills.
  • Strong analytical skills with a continuous improvement focus highly preferred
  • Ability to manage complex communications with external customers.
  • Ability to communicate both written and verbally with all levels of external and internal customers.
  • Demonstrated proficient computer skills to include Office 365 (Excel, Word, Power Point) in addition to order management systems.
  • Ability to effectively assess situations and make appropriate decisions in a timely manner.
  • Ability to focus on fine details.
  • Strong problem-solving skills.
  • Ability to manage multiple priorities & meet deadlines.
  • Strong interpersonal skills.
  • Ability to understand inventory and production schedules.


PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities who are otherwise qualified to safely perform the essential functions of the job, unless such accommodation would impose an undue hardship on the Company.

Position requires sitting, standing, walking plant floors. Travel up to 50%

WORK ENVIRONMENT:

While performing the duties of this job, the employee is regularly exposed to moving mechanical parts in a production environment. The noise level in the work environment is usually loud. Temperatures inside the plant can fluctuate between hot and cold according to seasonal changes. Personal protective equipment (PPE) is required in the production department and other designated areas.

Workspace:

CFS is required to be in plant first 90 days and until transfer of knowledge is complete.

After 90 days and transfer of knowledge complete, CFS will be remove with up to 50% travel

We Believe in Rewarding our Most Important Resource - Our People

We show our commitment to Total Rewards by providing a competitive, comprehensive benefits package. In addition to medical, dental and vision plans, company holidays and vacation days, tuition reimbursement, learning and training opportunities, bonus potential, and a 401(k) plan with company contributions, Altium Packaging locations offer rewards and recognition programs and opportunities to make a difference in the community.

EEO Statement

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

Take your career to the next level at Altium Packaging

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