Customer Service Agent, Expeditor

Customer Service Agent, Expeditor

Location:

USA – Mesa, W. Southern Ave

The Customer Service, Expeditor is responsible for supporting the Customer Service department in tasks as needed. The position requires the Customer Service, Expeditor to ensure on time deliveries and inform buyers of potential gaps in vendor performance. The Customer Service, Expeditor also supports the department with data base accuracy projects as required.

• Communication
  • Acts as the point of contact for client requests and status updates
  • Serves as the company interface between client and operations
  • Manages day to day business relationship with client
  • Escalates any client concerns and internal concerns that may impact the supply chain to the Program Manager
• Quote Management
  • Coordinates client request for quotation (RFQ)
  • Records and tracks RFQ to ensure timely response
  • Reports weekly service level KPI’s
• Order Management
  • Processes client purchase order (CPO) acknowledgement and subsequent updates
  • Verifies customer quotation (CQ)
  • Creates sales orders (SO)
  • Manages SO status to ensure corresponding PO’s are released timely
  • Identifies and communicates to client all discrepancies between PO and CQ and follows up to ensure resolution
  • Ensures due date commitments are aligned between the internal PO, SO and client PO
  • Monitors SO due date report to ensure shipments are shipped as planned and any late shipments are escalated
  • Updates respective orders when deviations in due dates occur and requests reason why from Purchasing or Client when applicable
  • Documents reasons for deviations to develop Pareto on type of reason and sub-supplier for potential Supply Chain Analyst interaction/escalation
  • Expedites to ensure adherence to client expectation
  • Follows up on backorders
  • Reconciles client reporting requirements
  • Point of contact for resolution of mismatches, invoice payment issues, exceptions/defect resolution, and collection on aged receivables
  • Ensures timely completion of receiving and shipping transactions and communication on exceptions
  • Monitors inventory on hand to ensure accuracy and sales order demand
  • Coordinates One Source shipping schedule
• General Support
  • Works with Finance and Purchasing as needed to collectively resolve any discrepancies and assist with invoice and payment resolution
  • Runs reports from ERP system and exports to Excel; reviews and analyzes data and responds accordingly
  • Supports KPI management and reporting
  • Generates other reports as needed
  • Works in a team environment requiring interaction with Managers and other functional areas
  • Guides new hires and interns during their training process

• Performs other duties as required

N/A

• Bachelor’s Degree from an accredited college in a related discipline; or equivalent combination of education and industry work experience
• 3 years of experience in a direct or cross functional capacity with client facing responsibilities

• Intermediate level in Microsoft Office Suite with demonstrated proficiency in Excel (Able to work with pivot tables, use lookup formulas, etc.)
• ERP System Experience

• Effective verbal and written communication skills.

• Intermediate

• Ability to work as a team member and foster a cooperative work environment while also being an individual contributor
• Effective professional oral & written communications skills
• Accuracy and attention to detail
• Strong customer service (internal & external customers) and interpersonal skills
• Exceptional customer service / customer relations skills
• Self-motivated, energetic and able to perform with minimal supervision
• Excellent problem-solving skills
• Ability to work in a dynamic team environment
• Ability to organize and prioritize a variety of tasks and projects
• Operates standard office equipment efficiently

• Customer service, purchasing or planning experience in a manufacturing company

While performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, tools or controls;…