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Logistics Customer Support Analyst

2 months ago

Roanoke, Virginia, United States Revlon Full time

Position Overview

The Logistics Customer Support Analyst is accountable for overseeing the management of promotional orders, ensuring effective tracking and resolution of issues across various ERP systems, including SAP and JDE. This role also involves managing cabinetry orders in collaboration with third-party partners and overseeing system pricing management. The analyst plays a crucial role in executing the Order to Delivery Process, serving as the primary contact for customer service level performance. This position collaborates with both internal and external teams to enhance Customer Logistics processes and outcomes.

Key Responsibilities

Customer Order and Data Analytics Management

  • Establish and nurture collaborative relationships across sales, logistics, finance, and supply chain departments to ensure service level execution.
  • Monitor operational KPIs daily to identify inefficiencies and implement corrective actions, striving for excellence in service delivery.
  • Manage customer requirements using multiple ERP systems (SAP, JDE, BW) for both manufactured and procured cosmetic and personal care products.
  • Process promotional orders and cabinetry support orders for manufactured products, handling customer purchase orders and change requests effectively.
  • Conduct system pricing reviews and research across various brands.
  • Coordinate with global business partners to ensure timely execution and management of orders, including promotional initiatives.
  • Adjust short-term deployment plans as necessary in response to unforeseen events.
  • Ensure the accuracy of databases (Customer & material master) to prevent complaints, returns, and other issues arising from incorrect data.
  • Perform comprehensive research on pricing data related to allowances, sales deals, and pricing conditions within MRP systems.

Communications, Coordination, and Supervision

  • Collaborate with Commercial Business/Internal partners (Planning, Distribution, Transportation) to address customer requirements and supply constraints through effective and cost-efficient processes.
  • Act as the first point of contact for pricing-related inquiries and challenges, facilitating resolutions.
  • Identify opportunities for improvement, recommend actions, and engage with cross-functional teams to enhance processes.
  • Coordinate with Operations departments (Planning, Commercial Business, etc.) to ensure timely setup of Sales Deals, Sales allowances, and other pricing-related data.
  • Work together to troubleshoot and resolve delivery issues in collaboration with Customers, Sales, Finance, and Supply Chain teams.
  • Maintain direct and frequent communication with internal departments and customers through both oral and written methods.
  • Collaborate closely with Supply Planning, Distribution, and Finance to achieve objectives and plans.
  • Support Sales & Marketing initiatives to meet sales targets, ensuring information is current and validated.

Process Analysis and Improvements

  • Develop, maintain, and provide training on department-wide SOPs to promote process improvements and enhance efficiencies.
  • Identify opportunities and recommend actions to elevate Customer Service.
  • Prepare, review, and analyze business reports, utilizing information to pinpoint operational improvements and cost-saving opportunities.
  • Engage in continuous improvement efforts to enhance order process quality and efficiency.