As a Customer Service Representative, you will handle a wide range of ancillary functions that the Customer Service Department is dependent on. These functions include, but not limited to: account management and monitoring service levels, EDI order activity and problem resolution for invalid order items, managing orders on hold, proactive order maintenance and tracking, return goods management.
Main Activities:
- Establish a knowledgeable and credible presence with the key accounts and the internal account team
- Manage specific assigned key customer accounts from order entry to final delivery assuring customer satisfaction and goal attainment which requires daily communications with Sales, Credit, Supply Chain, Supply & Demand, Legal and Distribution Planning
- Resolve channel conflict and customer service issues and maximize revenue opportunities, and position BIC as the provider of choice
- Ensure attainment of revenue goals and customer's perception of BIC as a valued resource that provides expertise and ongoing assistance in resolving logistic issues
- Act as an integral member of the weekly supply/demand meetings, determining the best course of action to take regarding available inventory and customer orders
- Accountable for complex customer Score Card
- Utilize department reports to extract pertinent information used for servicing customers and monitoring account activity
- Key metrics inclusive of Score Card are related to on-time order fulfillment, first pass fill rate and customer satisfaction measurements for all assigned accounts
- Apply root cause analysis and problem resolution, report, track and monitor requirements to resolve penalties and communicate status of account activities to the various pertinent departments.
What You'll Need:
- Bachelor Degree/Associate Degree preferred or related experience
- Experience in consumer goods account management, customer service, and supply chain.
- Computer proficiency needed, experience with Microsoft Excel.
- Power BI desirable.