Logistics Specialist

SUMMARY

This position is tasked to develop and maintain close working relationships with assigned customer groups.  The customer service position functions as a liaison between the customer and internal departments to optimize Kewaunee’s ability to provide quality products in a timely manner. Specific responsibilities include communication with the dealers, installers, and customers regarding any order-related item including reporting, issue resolution, and providing a resource for general information on Kewaunee policies, processes and procedures.  In this role, the CSR will assist in providing resolution to order concerns during all internal phases including order entry, engineering, purchasing, manufacturing, shipping and installation. 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

·         Serve as an advocate for customers to provide the best service for our dealers and their representatives.

·         Participate in weekly calls with Sales Agencies to go over Reservation Due and Active Order Report (AOR) and provide needed updates.

·         Interface with estimating, order entry, drafting and engineering to help resolve order questions prior to release.

·         Work with their reporting Manager to assure assigned orders are scheduled to meet specific commitments relayed by the dealer.  Communicate with the factory and purchasing personnel to expedite orders as needed thru their reporting Manager.

·         Respond to field inquiries about order status during all phases of a project as a one-stop-shopping liaison with the factory, technical engineering, marketing and other general inquiry for assistance or communication of Kewaunee's policies and procedures. 

·         Communicate with the KSC Distribution and customer representatives during the shipping phase of a project to provide coordination of activity and provide shipping reports.

·         Develop and maintain a good working relationship with all internal departments to ensure all mutual goals are met for Kewaunee and the customer.

·         Assist the credit and finance department in resolving problems that are prohibiting full collection of Kewaunee funds due. 

NATURE AND SCOPE:

Works closely with manager and Sales Agencies, and in some cases directly with end users, to meet the needs and expectations for orders.

Remains current regarding the status of all open orders for a group of dealers and sales representatives around the globe.  Utilizes both computer data and manual follow-up with various internal departments to coordinate these orders from receipt through final punch list shipment.

Recommends policies and procedures to keep company competitive and profitable.

Work requires close attention to detail. Errors should be prevented to protect against negative potential financial and profitability impact.

Contact with customers and Sales Agencies requires professionalism and an even temperament, ensuring the division is well represented in the minds of the customer at all times.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Associate's degree or equivalent from two-year College or technical school; or three to five years related Kewaunee product experience and/or training; or equivalent combination of education and experience. 

Three plus years in a position requiring quick, decisive judgment as related to customer satisfaction preferably in a manufacturing environment.  Should have a working knowledge of Microsoft programs including Word, Email, and Excel.  Must also possess proficiency with ERP (Enterprise Resource Planning) software, preferably SYTELINE.  Excellent communication skills (verbal and written) and strong attention to detail and organization.  Position requires top notch customer satisfaction skill and professionalism.

LANGUAGE SKILLS

Ability to read and interpret general business documents, technical procedures, and blueprints.  Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to effectively handle an upset person on the phone, projecting a professional and calm attitude in a tense situation.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.  Ability to communicate (written and verbal) effectively and professionally.  Must have command of the English language to accurately compose written correspondence to include proper grammar, proofreading and writing skills.  Bi-lingual in Spanish a plus.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, commissions, proportions, percentages, area, and volume.  Ability to work with spreadsheet formulas.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.  Ability to research information, compile disparate sources of information, arrive at a conclusion and implement decisions with an understanding of implications on division finances and customer relations.  Ability to perform tasks requiring attention to detail.

OTHER SKILLS AND ABILITIES

Friendly, calm, assuring, and professional attitude with an excellent ability to communicate effectively.

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 stand, walk, sit, and talk or hear.  The employee frequently is required to use hands.  The employee is occasionally required to reach with hands and arms and stoop, kneel, crouch, or crawl.  The employee must frequently lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

The noise level in the work environment is usually moderate.

HEALTH AND SAFETY RESPONSIBILITIES

Adheres to all safety rules and procedures.  Bring unsafe acts and conditions to the attention of the manager.  Correct hazards and unsafe conditions.  Train other associates in safe work practices.  Investigate accidents, nears-accidents, and potential hazards as required.  Actively participate in housekeeping activities and safety and health programs.