Program Specialist Customer Success

The Customer Operations Analyst works as an independent professional with extensive knowledge of the supply chain management activities and services provided by Century Distribution Systems. The individual possesses solid knowledge of supply chain issues; is capable of recognizing problems and is able to develop innovative approaches to arrive at sound practical solutions to resolve issues. The Customer Operations Analyst is able to present the Company’s position clearly and confidently and is sensitive to customers’ goals and concerns.

The individual must also have a strong command of the IT solutions being offered through VMS®. This position actively works to fulfil the contracted service obligations by delivering operational satisfaction to Century’s customers. This position requires direct client contact and the primary responsibilities include:

• Creating and maintaining of Customer SOPs and Addendums.
• Coordinating all support needs for assigned customers.
• Ability to identify and resolve complex operational problems.
• Ability to demonstrate a proficient level of understanding with the VMS® system.
• Ability to identify and resolve more complex technical problems with minimal supervision.
• Manage regular calls with customer to identify possible enhancements or resolve operational issue.
• Prepare material for and attend customer meetings.

ESSENTIAL FUNCTIONS AND DUTIES:

ACCOUNT SUPPORT OPERATIONS

a) Provides day-to-day operational customer support and monitoring for those assigned accounts and their vendors by utilizing all modules in Century’s VMS® system. This is in conjunction with other available resources to achieve customer satisfaction.

b) Reviews and monitors all communication via email and/or VMS® messaging between customers and/or Century Offices to keep updated on customer account status and requirements.

c) Communicates quickly and efficiently with both Customer and Century’s offices on specific issues for resolution of operational problems.

d) Understands origin operations and explains clearly to customers.

e) Is knowledgeable of common customer reported problems and is able to resolve. Escalates more serious problems or concerns to General Manager Account Support or Customer Operations Lead.

f) Provides clear, consistent and accurate information about customer account requirements to all concerned Century offices on a timely basis. Conveys details to necessary parties while ensuring responses are always timely, detailed and communicated thoroughly.

g) Ensure SOPs and Addendums are kept updated and executed properly. Where necessary, work closely with Sales to ensure that all customer SOP guidelines are being reviewed and monitored to the customer’s complete satisfaction.

h) Review customer SOPs with your assigned accounts for complete re-writes as necessary.

i) When required, be able to properly back-up fellow Account Support Representatives or Customer Operations Analysts.

j) Communicates potential sales leads to the Sales Department, Century Express, or CDDS.

k) Makes recommendations to management on process improvements to increase work efficiency and operational effectiveness.

l) Suggests training needs for Origin offices with goal of providing better support for customer base.

m) Assist with Origin related functions on an as needed basis and as directed by Account Support Manager or Customer Operations Lead.

n) Periodically checks assigned customer documents to ensure the Century Offices are issuing the B/L’s and FCR’s as per the SOP’s. Reports any discrepancies to respective Century offices.

o) Monitors, analyses and performs quality control procedures on operational deliverables on all aspects of assigned accounts.

p) Suggest other best practices to assigned…