Order Fulfillment Specialist

4 weeks ago


Evansville, Indiana, United States Berry Global Full time
About the Role

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

Additional responsibilities may include:

  • New Item Requests
  • Quote Requests
  • Customer Incident Tracking (TICS)
  • Sample Requests
  • Requests for Specs, Drawings, and Regulatory Documents
Performance Measures

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
Qualifications

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
Competencies

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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