Specialist Customer Care

Overview

Join to apply for the SPECIALIST CUSTOMER CARE role at Consumer Product Partners
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The responsibilities of the Specialist Customer Care include representing Consumer Product Partners to customers and customers to Consumer Product Partners; responsible for end-to-end order management process. Identifying and resolving any issues that would prevent orders from being processed and fulfilled completely; working closely with internal teams to ensure customer requirements are met and the customer is serviced at the expected service level.

• Responsible for end-to-end Order Management process timeliness and accuracy to support both internal and external customers. This includes, but is not limited to, EDI discrepancy resolutions; pricing, lead time, terms, UOM, etc.
• Manage promotional orders to ensure sufficient lead-time and resolve discrepancies with customers and Supply Planning. Communicate any unplanned or changes in demand to the organization so forecast and schedules are accurate to meet customer requirements.
• Manage conversion item transitions with customers, including cut-over strategy; minimize service gaps and obsolete inventories.
• Manage exiting item run-out strategy with customers; communicate cross-functionally to avoid obsolescence and minimize service gaps.
• Collaborate with Sales Team to manage and minimize aged inventory and slow-moving inventories.
• Prepare customer-specific reports as required (Shipment and Cut reports); also Service Level Summaries as required including root cause and get-well actions for service-challenged items.
• Review customer service levels – actual vs. goal; determine causes of negative variances and make recommendations to maintain goals.
• Allocate finished product to orders when product availability is insufficient; work cross-functionally to determine product availability dates.
• Communicate regularly with Sales regarding account status (new products, conversions, shortages, etc.); highlight conversion timing alignment and potential service issues; work with Sales Support/Graphics to expedite artwork activation.
• Maintain strong, professional, and positive relations with assigned customers to strive for best-in-class service.
• Provide back-up support for Customer Care Team members.
• Attend to issues with a sense of urgency and provide effective follow-up.

• Education:
  
  Bachelor’s Degree required.
• Experience:
  
  Minimum five years in Customer Service; experience in a manufacturing environment is a plus.
• Experience with computerized order entry and inventory control systems (three years).
• Proficiency with Microsoft Outlook, Word, Excel, and PowerPoint.
• SAP experience is a plus.

• Travel:
  Ability to travel as required.
• Work Environment:
  Professional office environment; standard office equipment.
• Physical Demands:
  Reasonable accommodations may be made; regular communication, standing, walking, and manual tasks may be required.