Customer Fulfillment Planner

Job Overview

The Customer Fulfillment Planner (CFP) executes end-to-end, internal and external order processing, order tracking, quality of pick‑up and delivery, receivables and shipping preparation, that includes on‑time pick‑up and delivery, minimum requirement of 98.5% on time, with daily monitoring and fulfillment with accuracy. The role is highly collaborative in nature, as the CFP works closely with warehouse staff, freight carriers, manufacturers, sales, suppliers, and other supply chain team members to ensure that customer expectations are met and / or exceeded (this may include Service Level Agreements (SLA’s)).

Maintaining positive energy and attitude, forward‑looking, always striving for World’s Best.

Support all dimensions of Customer Fulfillment with a strong emphasis on customer required documents; customer request inquiry process; customer complaints process and resolution; customer satisfaction – products and services, claims management. End‑to‑end process, execution, and accountability. Recommend and improve process flows for delivering expected and exceeding customer expectations. Laser focused on customer‑facing “World’s Best” organization. Work across an integrated fulfillment process, (customer service, warehousing, transportation, inventory) taking ownership and driving towards Perfect Customer Order Fulfillment metrics (99.85%);

as defined in the Council of Supply Chain Management Professionals (CSCMP), achieving the “Seven Rights of Fulfillment”: the right product, in the right quantity, in the right condition, to the right place, at the right time, for the right customer, with the right documentation, and at the right cost, essentially delivering exactly what the customer wants, flawlessly, the first time, saving costs and ensuring satisfaction.

It is the gold standard for supply chain performance, measuring accuracy and efficiency from order placement to accurate invoicing.

• Communicates proactively with customers, empowering every CFP to spend up to $200 per customer, per incident, without manager approval, to instantly resolve problems or create memorable experiences, fostering trust and exceptional service by allowing CFPs to rectify issues immediately and delight our customers. Turning service recovery into opportunities for genuine connection and loyalty.
• Communicates regularly, in an initiative‑taking, positive manner and has a strong relationship with team members in multiple departments.

• Facilitates scheduling of orders and resolves issues (holds, shortages, etc.) on the order.
• Manages promise dates in ERP for revenue forecasting and update consistently to reflect ship date communicated to customers.
• Coordinates with (planning/purchasing/finance/warehouse) to ensure orders will ship by promise date.
• Notifies Sales and/or Customer of issues in meeting customer expectations.
• Coordinates order changes post-booking with sales, and Order Management (i.e., item substitution, customer address change, additional delivery requirements, equipment, inside delivery etc.)
• Daily review of ERP report(s) 1.) Logistics: Item Fulfillmen ts Not Shipped DC Results; 2.) Logistics:
  Item Fulfillmen ts Not Shipped Primary Results. Review shipments that are not picked up or shipped based on (State and Region) Original Ship Date, working with Logistics, warehousing to execute on‑time pick‑up.
• Execute weekly phone calls to customers, thanking them (script to be created (Internal Sales Playbook) for their business, discuss promotions, the Top 10 Albanese products are you carrying these in your selling offering? Provide customers with up‑to‑date information on current and new product availability.
• Investigate and manage customer claims for your (specific) regional assignment.
• Build operational relationship with freight carriers servicing the region, knowing their operational strengths and weaknesses, participating in monthly customer / supplier 360° performance reviews.
• Works closely with on-site dedicated truckload carrier to ensure on‑time delivery, ensuring all shipments deliver on‑time to eliminate customer fines.
• Responsible for communicating customer specific…