Customer Logistics Analyst

Our Client, a Consumer Goods company, is looking for a Customer Logistics Analyst for their Roswell, GA/Hybrid location.

• Execute manual customer order entry, leveraging an optical character recognition (OCR) tool and process where possible to drive efficiencies, while ensuring accuracy of all aspects of the orders
• Provide superior service to sales and customers with current information on stock availability and changes to customer orders, suggesting alternative plans and solutions when orders cannot be serviced as requested
• Handle customer inquiries, many of which are routine but some of which may be of a sensitive and confidential nature, in a professional, courteous, accurate, timely and appropriate manner
• Ensure technical proficiency in SAP, Service Cloud, and Outlook through ongoing training and updating of skills. Maintain working knowledge of these systems
• Participate in projects as necessary and in department training requests and identify opportunities to improve business and customer efficiency learning to utilize LEAN tools
• Contribute to an environment in which all team members are respected regardless of their individual differences and are motivated to improve both their individual and team contributions to achieve desired business results
• Provide support to ensure that department and team objectives are carried out in an effective, timely, and efficient manner
• Be a team player, willing to help anyone on the whole team to satisfy customers. Work closely and share knowledge with other members of the department to ensure success in meeting internal and external customer requirements
• Communicate in a manner which is timely, clear, concise, candid, and accurate to management, team members and other customers in accordance with CLIENT policy
• Demonstrate a commitment to quality performance through personal example by adopting a customer-based approach to business support. Personally demonstrate client leadership behaviors (build trust, make decisions, win consistently, think customer, continuously improve, and build talent)
• Manage customer’s purchase orders and process transactions utilizing SAP through the entire order fulfillment process in an accurate and timely manner and continue to build proficiency in SAP and other order management tools
• Oversee the management and operation of the OCR tool, ensuring accurate and timely processing of PDF manual orders. This includes verifying order details, inputting data, and maintaining records to ensure seamless order fulfillment.
• Handle the manual entry of any other orders not generated using the OCR tool. This involves detailed data entry, validation of order information, and coordination with CLIENT customer care team to ensure orders are processed efficiently, timely and accurately. Identify and execute opportunities to leverage OCR to further automate these.
• Build and maintain strong working relationships with internal/external customers, such as transportation, pricing and distribution teams and other cross functional teams
• Collaborate and own daily communication and resolution of order management and supply chain issues by addressing queries from internal/external customers
• Coordinate with internal Customer Care teams on customer return/cancellations, quality complaints, overages, shortages and damages
• Order entry cycle time and phone metrics (quality and availability)
• Support/assist process improvements to help streamline processes. Embrace LEAN culture
• Responsible for learning CLIENT products in order to understand the customers' needs and provide quality service to customers
• Support the achievement of all departmental objectives by attending team meetings and all related training
• Maintain a high level of customer service in all aspects of the job functions.
• Act as a liaison between sales, distribution, planning, and marketing

• Bachelor's Degree or a minimum of 3 years of related experience
• Proficient in MS Office Suite (Outlook and Word)
• Experience in a customer facing role and/or supporting customers over the phone or customer facing and proven ability to satisfy customer expectations
• Strong verbal and written communication
• Strong organizational and interpersonal skills
• Ability to work in a team environment
• Strong multi-task skills addressing emails and completing order entry in a fast-paced environment
• Able to build sustainable relationships (internal and external customers)

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities

As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.