Customer Service Liaison

3 weeks ago

Coppell, Texas, United States Barcel USA Full time
Job Title: Customer Service Representative

Join Barcel USA as a Customer Service Representative and play a vital role in leading the liaison between customers and our organization. As a key member of our team, you will be responsible for understanding customer priorities, proposing and implementing strategies, and ensuring issues are resolved in a timely manner with a focus on productivity and customer service.

Key Responsibilities:
  • Lead the activities of the Customer Service dual role that supports our partners and key areas of business.
  • Work with other leaders to develop and implement strategic plans that meet our customer's current and future supply chain capability needs and demand while improving productivity, quality, operations, & KPI's.
  • Resolve conflict requests and provide solutions by exercising high levels of influencing, negotiation, and communication skills.
  • Manage a high volume of Supply Chain requests or communications (via phone and/or email).
  • Track documents, including BOL, POD, INVOICES, CREDIT MEMOS to minimize audit requests.
  • Collaborate with the next appropriate level of customer support to seek resolution to challenging inquiries/complaints, providing documentation and continual communication to customer throughout the process.
  • Maintain accurate records of all internal and external interactions in the appropriate database/system (ORACLE, BITAM, EBAVEL).
Requirements:
  • Ability to be flexible while able to drive for results, even when all of the requirements have not been defined.
  • Must demonstrate capability of thoroughly reviewing and sense-checking results so that analysis is right the first time.
  • Aptitude to understand the broader business contexts of the industry, and the ability to judge considerations (cost, service levels, lead times, etc.) are most important within those contexts.
  • Critical thinking and problem-solving skills.
  • Ability to work with teams, cross-functionally, and contribute positively in projects.
  • Ability to handle negotiations with partners and customers.
  • Ability to provide joint leadership, especially to individuals working in other teams.
  • Ability to encourage team members to look for opportunities for process simplification and improvements.
  • Ensure physical protection through proper use of PE (protective equipment).
  • Ensures compliance with applicable occupational safety and health regulations.
  • Bachelor's degree in supply chain management, industrial engineering or related field. Equivalent experience in lieu of bachelor's degree considered.
  • 5 years' progressive leadership experience in customer service or product supply in the consumer product industry.

Barcel USA LLC is an equal opportunity employer with a policy that provides equal employment opportunity for applicants and employees regardless of race, color, religion, disability, gender, age, national origin, sexual orientation, gender identity, marital status, pregnancy, veteran status, or any other classification protected by law.

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