Customer Service Representative

3 weeks ago

Evansville, Indiana, United States Berry Global Full time
{"title": "Customer Care Specialist", "description": "Job Summary

Berry Global is seeking a 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. You will also be responsible for managing mid-tier to large customer accounts for the CPNA Division.

Key Responsibilities
  • Order Entry: Ensure customer orders are encoded accurately and on-time, evaluating order quantity versus set minimum requirements and requested delivery dates/ship dates versus published lead time.
  • Order Acknowledgement: Ensure orders are acknowledged and communicated back to customers within 24 hours, managing customer expectation in this step is critical in satisfying customer needs.
  • Order Status Communication: Generate or analyze open order reports, evaluate and confirm ship dates with the plant and shipping teams, and communicate 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 Fulfilment Process Improvement: Responsible for finding process improvement opportunities to simplify day-to-day routine, freeing up more time communicating with customers.
  • Service Risks Mitigation: Determine and escalate service risks and issues through proper channels in seeking resolutions and mitigation plans.
Additional Responsibilities

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

Performance Measures
  • 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

Bachelor's Degree Preferred in Management, Sales, Marketing, or Supply Chain or 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. Effectively communicate with customers, both external and internal.

Competencies

Excellent communication skills-verbal and written. Independent in working effectively with little supervision. Self-starting. Proven analytical and problem solving skills. With a full understanding of the impact of role to total business costs. Excellent attention to details. Strong IT systems knowledge and skills Advanced Excel user. Ability to analyze and manipulate technical and complex data and provide meaningful information.

", "lang_code": "en-US"}

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