Customer Service & Order Management Specialist I - Le Mars, IA

Job Description

Company:
Wells Enterprises (a Ferrero Company)

Functional Area:

Shared Services

Under general supervision, provides customer services relating to sales, sales promotions, orders and deliveries. Ensures that good customer relations are maintained, and customer claims and complaints are resolved fairly and effectively, and in accordance with the company policies. Provides product, ordering, and delivery information to customers. Interprets internal or external business issues and recommends solutions/best practices. Solves complex problems; takes a broad perspective to identify solutions while ensuring optimal customer satisfaction and considering company internal impact.

This includes handling customer request and/or issues requiring independent judgment in selection and interpretation of data through knowledge of logistic department and company procedures. Escalates complex issues to CS Supervisor/Manager.

• Manages the order process throughout the lifecycle of the order. Responsible for enforcement of company policies and procedures and to develop recommendations when unique issues arise. Exercising good business judgment within prescribed limits.
• Manages and keeps up-to-date assigned customer accounts which includes account set up, pricing and promotions, updating authorized item lists, item conversions, new item sheets, and all other aspects of the account. Accurately updates internal and external databases and customer websites.
• Effectively provides support for assigned backup person and ensures that the customer and Account Manager needs are met.
• Supports Account Managers by being responsive in meeting their needs in a timely manner. Works together with the Account Managers in resolving customer issues by making sure to communicate all necessary information.
• Take leadership role when working on resolving customer issue by partnering with customer and cross functional business units (when needed) to provide best solution for all. May be assigned additional responsibilities as needed such a projects and reports related to your assigned accounts.
• Responsible to manage the inventory order process by closely monitoring inventory at 3PL’s to ensure customer orders are filled in full and make requests for rush IR’s to replenish inventory. Make recommendations to switch “ship from” locations to fulfill orders when inventory is available at a different ship from facility. Quickly identifies order abnormalities-items ordered, quantity of items ordered, etc. Request and monitor product movement.
• Responsible to monitor number of orders placed by a single customer for same request date or within short time frame. Help reduce E&O by watching and allocating partial pallets and short coded product. Facilitating the start of the OS&D investigation process. Aids in securing loadout and delivery appointments for customer orders.
• Responsible to supporting the critical investigation process to dispute fines and fees for reimbursement. Quickly identifies potential issues that will result in fines and/or fees and work to avoid or reduce these fines.

• Associate degree preferred.
• Minimum of 3 years elated customer service experience.
• Knowledge – Working knowledge of computers (Microsoft Office products, i.e. Excel, Word, Outlook). Knowledge of additional software applications such as Oracle and ten-key.
• Skills – Problem solving skills, possesses functional and technical skills to do the job at sufficient level of accomplishment, possesses good interpersonal skills:
  Communication (verbal and written), change management and analytical/Financial skills.
• Abilities – To collaborate across all business units. Ability to effectively balance competing time demands with good problem-solving skills.

Wells Enterprises is an EEO/AA employer M/F/Vet/Dis