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Customer Service Representative II

Lancesoft

Atlanta, GA(remote)

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JOB DETAILS
SALARY
SKILLS
Analysis Skills, Best Practices, Business Administration, Business Writing, CCNA - Cisco Certified Network Associate, Call Centers, Change Requests/Orders, Communication Skills, Continuous Improvement, Cross-Functional, Customer Relations, Customer Relationship Management (CRM) Systems, Customer Service Systems, Customer Support/Service, Detail Oriented, Distribution Services, Electronic Data Interchange (EDI), Establish Priorities, Exceeded Sales Goal, Fast Food, Genesys Solutions, High School Diploma, Inventory Management, Laptop PC, Leading Edge Technology, Logistics, Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft SharePoint, Microsoft Word, Order Management, Order Processing, Performance Metrics, Problem Solving Skills, Process Improvement, Product Management, Project/Program Management, Promotional Programs, Quality Management, Research Skills, SAP, Sales, Sales Forecasting, Salesforce.com, Service Level Agreement (SLA), Supply Chain, Supply Chain Management, Systems Administration/Management, Team Lead/Manager, Team Player, Telephone Skills, Time Management, Track Customer Issues, Transportation and Logistics, Trend Analysis, Warehousing
LOCATION
Atlanta, GA
POSTED
Today

Title: Customer Service Representative II

Duration: 6 months (Possible extension)

Location: REMOTE [Role will be remote and will support West Coast bottlers. Our team’s hours are 7: 30 a.M. To 7: 30 p.M. (ET), and this role would work a shift later in that window, although first few weeks of training may be scheduled earlier. (9-5PM or 10: 30-7: 30 w/1 hour lunch break)]
 
Candidate can reside anywhere in U.S., and we will provide a laptop for the duration of the assignment.

Pay Rate:$25/ hr. On w2

Job Description Summary

The Customer Logistics and Supply Chain Specialists role provides a single point of contact to Customers, Shared Services, Sales and Product Supply System (PSS) teams. The role manages planned and unplanned Sales activities that impact multiple orders/customers. This role leads meetings, both with internal stakeholders and with key customers. The work involves assessing complex issues, gathering information from stakeholders, collaborating to create solutions and communicating/implementing these solutions.

The Customer Logistics and Supply Chain Specialists will be responsible for running SAP queries and using reports to identify trends and problem solve any opportunities. This role will also include project management and leading process improvement with cross-functional stakeholders (internal & external). This person must have excellent knowledge of supply chain and strong problem solving, communication, and customer service skills. This person should have the ability to prioritize and have a sense of urgency for their work.  They must be able to work independently to manage the complexity of the work and the various level of stakeholders, with which they interact with. Additionally, the Customer Logistics and Supply Chain Specialists will be responsible for day to day customer service activities including managing a large volume of inbound emails and prioritizing work to meet our performance metrics.

 

 

What You’ll Do for Us

•Manage planned activities and resolve issues that affect multiple orders/customers, determine solutions, and execute changes. Lead cross-functional meetings to resolve issues.

•Perform all Customer Service day to day work, manage escalated issues, and address service issues & opportunities / trends raised by Customers, PSS teams, Customer Solutions and Account Teams.

•Lead continuous improvement activities and project management with cross-functional teams

•Understand performance metrics and improve quality, speed, and capabilities to meet or exceed goals.

•Manage high volume promotional activities by ensuring end to end execution of all Customer requirements.

•Day to day customer service activities (i.E. Order entry;expedited orders;customer order change request;customer pick up;Customer credits;transportation issues;product cuts;general product information;over, short, and damaged process;transportation method change;process order changes based on delivery block reports;credit hold resolution;vendor managed inventory;duplicate, missing, or incorrect orders;identification and correction of EDI order issues;transportation Pool Schedules;order scrubbing to adhere to TMMC policies;item conversion;combining two or more orders to ship together;McDonald’s distributor special services)

•Types of planned activities managed - Informal and formal allocation, holiday schedules, new item implementations, managing warehouse closing/openings, item discontinuations, SAP implementations.

•Types of unplanned activities managed - unplanned closings, redirects, dock capacity, transportation capacity and issues, open order reports, quality holds, pre-cuts, short code and too old to sell process.

•Investigate, then validate, claim or request reversal of fines, customer deductions and transportation deductions.

•Communicate and present to all levels in the organization.

•Single point of contact for assigned customer, attend face to face customer meetings, internal forecast meetings, sales meetings etc.

•Recognize and track trends with customer issues, evaluate and suggest process improvements for Product order management and our partners!

•Partner with Product supply, Supply planning, logistics and transportation teams to influence and resolve order flow concerns (late trucks, dwell time, refused deliveries)

•Responsible for managing phone calls and emails from customers, internal stakeholders and partners and accurately tracking and resolving the business need.

•Customer order management –Acts as liaison between external departments and customers to process order changes, communicate all order changes, track, and reschedule customer orders to meet customer requested delivery dates.

•Apply best practices and business knowledge to make timely decisions and resolve issues with product orders to meet requested customer delivery dates.

•Understand Company goals and performance metrics and improve quality and speed to meet and exceed customer expectations.

•Work collaboratively but often independently on daily tasks and resolve escalations that are diverse in scope using strategic thinking, people and company resources.

 

Qualifications & Requirements

•Required: High School diploma;GED equivalent

•Preferred: Undergraduate degree in Business Administration, Logistics, Supply Chain, or equivalent work experience

•Required: At least one year in a customer-facing role

•Preferred: Three years in a customer facing role;three years in a call center

•Strong customer service and relationship background, strategic thinking, effective communication and business writing skills

•Must have strong research or analytical skills, attention to detail, effective problem solver and influencing skills

•Must have a strong sense of urgency and be empowered to make timely and informed decisions

•Building collaborative relationships within POM, Supply chain/OTC organization and our external partners

•Knowledge of supply chain, Order Management, and Customer Services processes and systems.

•Knowledge of the CCNA Product Supply system, Order Management and Salesforce & SAP is a plus. Other systems used include CRM Database, MS Office;Outlook, Word, Excel, SharePoint, Genesys

•Ability to excel and contribute in a fast paced and changing work environment with accuracy while meeting SLA’s and deadlines

•Express ideas precisely, persuasively and effectively;listens and responds appropriately to Customers and co-workers and all levels of management in an effective professional manner.

•Commitment to and passion for continuous improvement.

•Ability to understand overall Company objectives and manage competing project and tasks

•Roles within this organization include teleworking and remote working. Candidate must be able to work independently with minimal daily supervision

 

What We Can Do for You

•Innovative Technology: We utilize and lead the market with our large supply chain network and state-of-art technology we use each day.

•Experiences: with a global organization and the opportunity to learn and grow.

•Compensation & Benefits: Competitive benefits package that start on day one of employment.

 

Skills:

Communication, Detail-Oriented, Order Management, Problem Solving, Relationship Building, Time Management, Analytical Thinker

About the Company

L

Lancesoft

We are a $125 Million, NMSDC-certified Minority & Woman owned Workforce Solutions Company headquartered in the DC metro area with presence across US with global presence - Canada, Mexico, India, UK, Malaysia, Indonasia, Hongkong, Singapore, UAE. We are specialized in providing Workforce Solutions, SOW project delivery, Engineering Solutions, Creative Services. We currently support 100+ Fortune companies globally and across multiple industry segments. We are currently supporting several massive programs across industry segment nationally/globally (Intel, Ally, AMD, QUALCOMM, Morgan Stanley, Kraft/ Mondelez, MNP, Amdocs, Dell, SanDisk, Medtronic, Becton Dickinson, GE, Lockheed Martin, UTC, L-3 Communications, Caterpillar, BMW, Mercedes Benz, National Grid, Dominion, Energy Future Holdings, PSEG, 3M, Fidelity, Aetna, Humana, Johnson & Johnson, Pfizer, Merck etc). 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or protected veteran status.

COMPANY SIZE
2,000 to 2,499 employees
INDUSTRY
Staffing/Employment Agencies
FOUNDED
2000
WEBSITE
http://www.lancesoft.com/

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