Logistics Customer Service Analyst

1 week ago

Roanoke, Virginia, United States 041 - Elizabeth Arden, Inc Full time
Job Overview

Position Summary:

The role involves overseeing promotional order management, ensuring efficient tracking and resolution of issues across various ERP systems, including SAP and JDE. This position also entails managing cabinetry orders in collaboration with third-party partners and overseeing system pricing management. The individual will execute the Order to Delivery Process, serving as the primary contact for customer service performance. The role requires close collaboration with both internal and external teams to enhance Customer Logistics processes and outcomes. Continuous evaluation and refinement of Standard Operating Procedures (SOPs) will be a key responsibility, including development, documentation, maintenance, and training.

Key Responsibilities:

Customer Order and Data Analytics Management

  • Establish and nurture collaborative relationships across sales, logistics, finance, and supply chain teams to ensure service level execution.
  • Monitor operational KPIs daily to identify inefficiencies and implement corrective actions, striving for service excellence.
  • Manage customer requirements using multiple ERP systems for both manufactured and procured cosmetic and personal care products.
  • Handle promotional orders and cabinetry support orders for manufactured products, managing customer purchase orders and change requests effectively.
  • Conduct system pricing reviews and research across various brands.
  • Coordinate with global business partners to ensure timely order execution and management, 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 processes.
  • Act as the first point of contact for pricing-related inquiries and challenges, facilitating resolution.
  • Identify improvement opportunities, recommend actions, and lead or participate in 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 collaboratively to troubleshoot and resolve delivery issues with Customers, Sales, Finance, and Supply Chain teams.
  • Maintain direct and frequent communication with internal departments and customers through both oral and written methods.
  • Partner closely with Supply Planning, Distribution, and Finance to achieve strategic objectives.
  • 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 drive process improvements and enhance efficiencies.
  • Identify opportunities for improvement and recommend actions to elevate Customer Service.
  • Prepare, review, and analyze business reports to identify operational enhancements and cost-saving opportunities.
  • Engage in continuous improvement initiatives to enhance order process quality and efficiency.

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