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Senior Supply Chain Customer Specialist

2 months ago

Atlanta, Georgia, United States Kids2 Full time

OVERVIEW

The Senior Supply Chain Customer Specialist plays a pivotal role in managing a portfolio of retail client accounts that significantly influence the performance of Kids2. This position serves as the primary advocate for customers within the Kids2 Global Chain Operations, showcasing a strong commitment to fostering and sustaining customer relationships through exceptional service throughout the order-to-cash cycle.

KEY RESPONSIBILITIES

  • Oversees customer orders from initiation through the Kids2 supply chain to ensure timely shipment and delivery.
  • Collaborates regularly with essential internal stakeholders, including replenishment, warehousing, compliance, and inventory teams, to guarantee the highest service levels for customers.
  • Tracks the status of all outstanding orders to ensure they are delivered on time and in full.
  • Communicates proactively with customers regarding order statuses, logistics challenges, and action plans to meet delivery expectations, ensuring alignment with the sales team and other relevant parties.
  • Works alongside colleagues to identify optimal solutions that address comprehensive customer needs, including adjusting arrival dates, updating orders for compliance, and managing master data requirements.
  • Assists in executing customer-specific initiatives in collaboration with Sales, Marketing, Warehousing, and key customer representatives.
  • Builds and nurtures relationships with key customer supply chain and replenishment teams, maximizing interactions to ensure alignment with Kids2's supply chain objectives.
  • Evaluates customer service metrics related to order processing and delivery, developing action plans to meet service level targets. Conducts trend analysis and identifies root causes of issues, proposing improvements to both internal processes and customer interactions.
  • Coordinates with freight carriers and customer transportation teams to expedite order deliveries and manage the return of refused products, collaborating with the billing department on invoicing matters.
  • Ensures efficient return processes for refused or discontinued products, optimizing freight costs.
  • Maintains synchronization of customer and material master data within Kids2's systems to meet customer expectations.
  • Gains a thorough understanding of customer supply chains, initiating efforts to enhance results and processes for both Kids2 and the customer.
  • Analyzes customer data, including order size and frequency, and identifies trends and opportunities for improvement. Presents findings and recommendations to management and stakeholders.
  • Develops and maintains Standard Operating Procedures and training materials to support customer service and the order-to-delivery process.
  • Conducts root cause analysis and facilitates issue resolution to support exemplary customer service through efficient order processing, timely delivery, and accurate invoicing.
  • Provides regular service updates to sales account managers and other stakeholders regarding customer performance metrics and improvement plans.

QUALIFICATIONS

  • Fluency in Spanish is essential.
  • Experience with SAP Order to Cash is required.
  • Previous experience in customer service, sales, or knowledge of supply chain/logistics within the consumer products sector is preferred.
  • A minimum of 5 years of relevant experience is required, along with a relevant degree or equivalent qualifications.

EDUCATION & SKILLS

  • Bachelor's degree (preferably with a concentration in Supply Chain).
  • Proficient in Microsoft Office, particularly advanced Excel skills.
  • Strong written and verbal communication abilities.
  • Excellent organizational and planning skills.
  • Robust problem-solving and analytical capabilities.
  • Ability to work independently with minimal supervision.
  • Demonstrated leadership qualities.
  • Knowledge of supply chain/logistics in the consumer products sector is advantageous.
  • Capacity to foster effective working relationships across various functional areas.
  • Highly motivated and adept at thriving in a fast-paced environment.
  • Exceptional interpersonal skills with a strong customer focus.
  • Aptitude for logical thinking and data analysis from diverse sources.
  • Ability to maintain focus on tasks independently and as a key contributor in team settings.
  • Innovative mindset with a knack for creative problem-solving.
  • A high level of curiosity to ask questions, comprehend the broader context, and challenge the status quo.

WORK ENVIRONMENT

  • Office-based position with a hybrid schedule.
  • Standard office environment.