What are the responsibilities and job description for the Specialist Customer Care position at Consumer Product Partners?
SUMMARY :
The responsibilities of the Specialist Customer Care include representing Consumer Product Partners to customer and customer to Consumer Product Partners; responsible for end to end order management process. Identifying and resolving any issues that would prevent orders from being processed and fulfilled completely; working closely with internal teams to ensure customer requirements are met and customer is serviced at expected service level.
Essential Duties and Responsibilities :
- Responsible for end to end Order Management process timeliness and accuracy to support both internal and external Customers. Includes but not limited to – EDI discrepancy resolutions; Pricing, Lead Time, Terms, UOM, etc.;
- Manage promotional orders to ensure sufficient lead-time and resolve discrepancies with customer and Supply Planning; communicate any unplanned or changes in demand to the organization so forecast and schedules are accurate to meet customer’s requirements
- Manage conversion item transitions with Customer, including cut-over strategy; minimizing service gaps and obsolete inventories
- Manage exiting item run-out strategy with Customer; communicating cross-functionally to avoid obsolescence and minimize service gaps
- Collaborate with Sales Team to manage and minimize aged inventory and slow moving inventories
- Prepare Customer specific reports as required – Shipment and Cut reports; additionally - Service Level Summaries as required including root cause and get well for service challenged items
- Review customer service levels – actual vs. goal, determine causes of negative variances, make recommendations as required to maintain goal
- Allocate finished product to orders in cases where product availability is not sufficient to cover orders, work cross-functionally to determine product availability dates
- Communicate regularly with Sales concerning the status of each account (examples : new products, conversions, shortages, etc.); highlight and bring to Sales and / or Sales Support attention the status of conversion timing alignment and potential service issues.; work with Sales Support / Graphics to expedite artwork activation
- Maintain strong, professional and positive relations with assigned Customers to always strive for Best in Class Service
- Provide back-up support for Customer Care Team members
- Supervisory Responsibilities : None
Competencies
Certificates, Licenses, Registrations : None
Travel
Work Environment :
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Demands :
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
Qualifications
Requirements
Education Requirements :
Experience Requirements :
