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Customer Service Operations Coordinator
2 months ago
About Berry Global
At Berry Global, we leverage the diverse strengths and industry-leading expertise of our workforce, which consists of over 40,000 employees across more than 250 locations worldwide. Our mission is to innovate, design, and manufacture products with a commitment to sustainability and the circular economy.
We recognize the remarkable potential of our employees and their distinct talents, experiences, and viewpoints that contribute to a shared vision of innovation and influence.
Every member of the Berry Global team has the chance to leave a lasting impact on our organization and the broader community.
We foster a culture that prioritizes people, encouraging personal development, diversity, and teamwork, thereby harnessing our collective capabilities to achieve greater success for our company, our people, and the planet.
Are you prepared to make a difference at Berry?
Role Summary
This position is centered on executing transactional tasks that support customer service, sales operations, and financial processes. The goal is to ensure accurate system documentation for customer returns, new product setups, sample requests, and pricing for new items.
Collaboration with the Customer Care Specialist is essential to guarantee seamless communication with clients and manage relationships with smaller accounts.
The ideal candidate will thrive in a team environment and engage directly with customers.
Key Responsibilities
Customer Incident Management: Utilize the Tracking Incident Complaint System (TICS) to address customer complaints, including invoice discrepancies, short shipments, and returns, ensuring prompt and effective resolutions.
New Product Setup: Employ the K2 tool to facilitate the creation of new finished goods items in the JDE system. This role involves coordinating with cross-functional teams to ensure timely completion of master data, allowing for smooth processing from order entry to invoicing.
Sample Management: Process sample requests based on product line and quantity, ensuring timely production and shipment of samples to the requester.
Pricing and Quoting: Assess requests for eligibility and minimum order requirements, entering product details, annual volumes, applicable fees, and tooling needs through the Quote App for accurate pricing.
Regulatory and Specification Requests: Identify and retrieve necessary regulations, specifications, and drawings as requested by customers.
EDI Management: Maintain and troubleshoot EDI iTrade connectivity with customers throughout the order-to-cash process, aiming to reduce recurring errors by collaborating with customer care and other departments.
Customer Portal Oversight: Serve as the primary contact for assigned external customers and third-party online portals, ensuring accurate and current information regarding product inquiries, returns, credits, and general questions.
Global Data Synchronization: Collaborate with product line management, marketing, sales, and customer care to maintain item attributes in the Global Data Synchronization Network (GDSN) via the OneWorldSync Portal, ensuring compliance with customer requirements.
Performance Metrics
Success in this role will be evaluated based on the following criteria:
- Turnaround time for TICS items
- Turnaround time for new product setups
- Turnaround time for sample requests
- Turnaround time for quoting
Qualifications
- Bachelor's or Associate Degree in Management, Sales, Marketing, or Supply Chain preferred
- 1-2 years of experience in data entry and analysis within a manufacturing context
- 1-2 years of experience with ERP systems, portals, and data interchange software
- Proficient in data gathering, analysis, and interpretation
- Skilled in Microsoft Excel and related Office applications
- Strong communication skills with both internal and external stakeholders
- Ability to work independently with minimal supervision
- Detail-oriented and capable of managing repetitive tasks
Berry Global is an Equal Opportunity Employer, committed to fostering a diverse and inclusive workplace.
