Job Summary  

Under the guidance of the department Supervisor, this position collaborates with Sales, Deductions, Supply Chain, Demand Planning,SalesOpsand theCustomer Care organization to ensure superior service is effectively delivered to our customers. Therole interacts with customers, internal and external, to processorders, provide orderinformation, andperform a variety of customer account management duties necessary tomaintain day-to-dayoperations of assigned accounts.   

Essential Functions  

Responsible for order intake and managementofcustomer’swebbased, email,EDIor faxedPOs from receipt to invoicing.  

Provides professional andtimely responsesto incomingrequestsrelated to order status updates,service requests/requirements,pricing inquiries,documentation needs, and invoicing.  

Serves as a solution providerdelivering prompt attention to customers,supplyingresolution to existing challenges, and offering alternative solutions.   

Proactivelymonitors customerorders,servicelevels, and order patterns-identifying and implementing account management andprocessing improvementstomeet and exceed customer expectations. 

Initiates CIOs, TICS, return authorizations, andassists in the resolution of customer deductions. 

Supports customer needs through cross-functional channels with aptitude to learn multiple product lines, execute various processes aligned to each, andbuild strong customer partnerships. Requires athorough understanding ofcustomer’s needs, requirements, andour contractual obligations related to lead time, transit time, and processingprocedures.   

Exhibits excellent organizational skillswithdemonstrated ability to lead projects, team initiatives, and takeanactive role in training and mentoring new team members. 

Promotes a strong work ethic and displays a team player mentality with ability to generate outsideofthe box solutions. 

Performs specialprojects as assigned byleadership team. 

Assumes responsibility to support and service customer accounts– including but not limited to: 

Develops andmaintains reporting structure for orders to capture issuesrelative to pricing, inventory, shipping, delivery, and invoicing.   

Ensures proper flow of all new projects, items, graphics,print,labeling as well as changes.Manages all areas while supporting legal, sales, and contractual obligations. 

Works directly with transportation, supply chain, and plant ops to ensurecustomerservice levels are met. 

Ability to learn and execute proficiently in various customer-based software applications or online portal(s). 

Education/Skills/Experience:  

2 – 3years customer care or related experience. College degree preferred and Six Sigma Certification is a plus. 

Ability to communicate clearly and professionally, both verbally and in writing.  

Proven ability to implement internal process improvements to positivelyimpact existing service levels. 

Independent decision-makingskills withdemonstrated autonomy to make data driven decisions through sound analysis of facts and historical data.  

Detail oriented with strong organizational skills aided by high level communication, listening, analytical, and team building skills. 

Ability tomaintain professionalism under stress.   

Work Conditions:   

Ability to work from home, including access to high-speed internet and cell phone service whilemaintainingan appropriate area withinemployee’s home to use for work purposes. Regular connectivity via phone,email and instant messaging (as needed) during approved work hours is required.      

Relationships and Contacts:  

Positionreports to Customer Care Supervisor