Order Fulfillment Specialist
4 weeks ago
Berry Global is seeking a highly skilled Customer Care Specialist to join our team. As a key member of our customer service team, you will be responsible for ensuring timely order entry, order acknowledgement, and proactive communication with customers.
Key Responsibilities- Order Entry: Ensure customer orders are accurately encoded and entered on-time, evaluating order quantity versus set minimum requirements and ensuring customer alignment on order lead time.
- Order Acknowledgement: Ensure orders are acknowledged and communicated back to customers within 24 hours, managing customer expectations and ensuring accurate and realistic information is communicated.
- Order Status Communication: Generate or analyze open order reports, evaluating and confirming ship dates with plant and shipping teams, and communicating to customers at least 1 week ahead of the ship date.
- Demand Management and Control: Work closely with Plant Schedulers to ensure demand signal is understood in developing a cost-effective shop floor schedule.
- Order Fulfillment Process Improvement: Identify opportunities to simplify day-to-day routine, freeing up time to communicate with customers.
- Service Risks Mitigation: Determine and escalate service risks and issues through proper channels, seeking resolutions and mitigation plans.
Additional responsibilities may include:
- New Item Requests
- Quote Requests
- Customer Incident Tracking (TICS)
- Sample Requests
- Requests for Specs, Drawings, and Regulatory Documents
The success of this role will be measured by the following metrics:
- Past Due Orders Trend and Goals
- Manual vs Automatic Order Entry
- Order Acknowledgment Turnaround Time
- Load Building Turnaround Time
- On-time and In-Full Delivery
- Order Entry Accuracy
- Customer Scorecard and Performance Feedback
To be successful in this role, you will need:
- Bachelor's Degree in Management, Sales, Marketing, or Supply Chain (preferred)
- 3-5 years' experience in customer service in a fast-moving consumer or manufacturing environment
- Proficiency in gathering, analyzing, and interpreting data
- JDE/Cognos/Tableau proficiency (a plus)
- Proficient in Microsoft Excel and related Office applications
- Effective communication skills, both verbal and written
You will need to demonstrate:
- Excellent communication skills-verbal and written
- Independent working with little supervision
- Self-starting
- Proven analytical and problem-solving skills
- Understanding of the impact of the role on total business costs
- Excellent attention to detail
- Strong IT systems knowledge and skills
- Ability to analyze and manipulate technical and complex data
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