What are the responsibilities and job description for the Customer Care Specialist position at Berry Global, Inc?
Overview
About BerryAt Berry Global Group, Inc. (NYSE: BERY), we create innovative packaging and engineered products that we believe make life better for people and the planet. We do this every day by leveraging our unmatched global capabilities, sustainability leadership, and deep innovation expertise to serve customers of all sizes around the world. Harnessing the strength in our diversity and industry-leading talent of over 40,000 global employees across more than 250 locations, we partner with customers to develop, design, and manufacture innovative products with an eye toward the circular economy. The challenges we solve and the innovations we pioneer benefit our customers at every stage of their journey. For more information, visit our website, or connect with us on LinkedIn or Twitter. This role is focused on servicing customers order on-time and in-full. This role is responsible for ensuring timely order entry, timely order acknowledgement to the customers, timely load creation for carrier planning, proactive communication to customers on order status, and timely invoicing. Customer Care Specialist is responsible for managing our mid-tier to large customer accounts for the CPNA Division. This is a hybrid role (working in-office and remote) located in Lawrence, KS.Responsibilities
- Order Entry - Ensures customer order is encoded (Automatic or Manual) accurately and on-time. Evaluates order quantity versus set minimum requirements. Evaluates requested delivery dates/ship dates versus published lead time. Ensures customer alignment on order lead time.
- Order Acknowledgement – Ensures orders are acknowledged and communicated back to the customers within 24 hours. If process is via Auto Acknowledgement, ensures all information communicated are accurate and realistic. Managing customer expectation in this step is very critical in satisfying customer needs.
- Order Status Communication – Generates or/and analyzes open order reports. Evaluates and confirms ship dates with the plant and shipping teams then communicate to customers at least 1 week ahead of the ship date. Responsible for keeping the customer informed of status of the order ahead of time ensuring customer would have enough time to change/alter order to mitigate negative situation.
- Demand Management and Control - Works very closely with the Plant Schedulers to ensure demand signal is understood in developing a cost-effective shop floor schedule.
- Order Fulfilment Process Improvement – Responsible for finding process improvement opportunity to simplify day-to-day routine freeing up more time communicating with customers.
- Service Risks Mitigation – Responsible for determining and escalating service risks and issues through proper channels in seeking resolutions and mitigation plans
Additional Responsibilities Not To Exceed 30% Of Workload: New Item Requests, Quote Requests, Customer Incident Tracking (TICS), Sample Requests, Requests for Specs, Drawings and Regulatory Documents.
Performance Measures
Success of this role will be measured by the following metrics:
- Past Due Orders Trend and Goals
- Manual vs Automatic Order Entry
- Order Acknowledgment Turnaround Time
- Load Building Turnaround Time
- On-time and In-Full Delivery
- Order Entry Accuracy
- Customer Scorecard and Performance Feedback
Qualifications
- Bachelor’s Degree Preferred in Management, Sales, Marketing, or Supply Chain or
- 3-5 years’ experience in customer service in a fast moving consumer or manufacturing environment
- Proficiency in gathering, analyzing and interpreting data.
- JDE/Cognos/Tableau proficiency a plus
- Proficient in Microsoft Excel and related Office applications
- Effectively communicate with customers, both external and internal
Competencies
- Excellent communication skills-verbal and written
- Independent in working effectively with little supervision
- Self-starting
- Proven analytical and problem solving skills
- With a full understanding of the impact of role to total business costs
- Excellent attention to details
- Strong IT systems knowledge and skills Advanced Excel user
- Ability to analyze and manipulate technical and complex data and provide meaningful information
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