Customer Service Representative

Order Management | Naperville | Full Time | Permanent

Wilton is a US heritage brand with a 95-year history in baking and decorating. Now fully integrated into the Dr. Oetker family, Wilton aspires to be the most influential and successful cake decorating brand. Learn more about Wilton at www.wilton.com.

Job Summary

This role is responsible for delivering superior service to customers & internal stakeholders thru order management. This individual oversees the end-to-end processing of customer purchase orders with focus on meeting Wilton’s goal of on-time, in full & accurate fulfillment. They partner cross functionally with Sales, Distribution & Inventory Management to meet & exceed customer expectations. This individual has a passion for service and process improvement.

Essential Responsibilities 

• Coordinate required resources to facilitate successful order fulfillment from order receipt to customer delivery and accounts receivable
• Monitor inventory requirements against customer order demand and provide customer notification of late shipment/short shipment/pricing verification/product availability/ship date/arrive date, etc.
• Support customer address book maintenance & new customer profile set-up
• Provide cross functional support, including: customer PO correspondence, open order reporting, order fill rate reporting, cycle time recaps, seasonal program coordination
• Coordinates monthly performance measurements for key accounts
• Participates in developing customer and department specific process improvements
• Utilize troubleshooting and time management skills to exceed customer expectations
• Communicate with internal stake holders on a routine basis to improve customer satisfaction.
• Coordinate return authorization with customers
• Investigate and resolve customer claims and complaints; maintain appropriate documentation trails

Education and Experience 

• 3 years related experience handling multiple key accounts in a corporate environment
• Bachelor’s degree is preferred
• Superior experience with EDI, SAP &/or ERP preferred (prior implementation experience a plus) & Microsoft Office

Knowledge, Skills, and Abilities 

• Excellent time management skills, with flexibility and ability to meet deadlines
• Excellent verbal and written communication skills, with ability to influence and gain cooperation
• Strong customer orientation; participates in team culture
• Excellent decision making and priority setting
• Analytical skills with ability to query, assess, organize and present data
• Organizational skills with ability assess process flows to create and implement effective solutions
• Advanced skills in Microsoft Excel: Pivots, lookups, imbedded formulas, conditional formatting, macros, SUMIF/SUMIFS, COUNTIF/COUNTIFS, Subtotals, etc.

Physical Demands/Work Requirements

• Sitting 6-8 hours
• Hybrid environment with designated in office day/s TBD with manager