Job Description
Job Description
Role : - Sr. Social Media Community Specialist
Duration : 9 Months
Location : Solon OH 44139
Job Description :
POSITION SUMMARY : The Customer Solutions Associate serves as the primary point of contact and advocate for the customer and is responsible to optimize orders while driving efficiency and minimizing waste throughout the E2E Order to Cash process flow.
SCHEDULE : M-F 40 hours / week
Typical schedule is anywhere from 7-8 : 30 start time and end 8 hours later. i.e (7-3 : 30, 7 : 30-4. 8;-4 : 30)
WORK LOCATION : Solon, OH Office
On site required Tuesday / Wednesday / Thursday, eligible for WFH on M / F
PRIMARY RESPONSIBILITIES :
Demand Capture :
- Identify and resolve demand capture failures within defined Service Level Agreement (SLA)
Order Filter :
Regularly monitor open orders according to the Daily Activity Schedule and ensure adherence to the tasks and cadenceCollaborate with customer or cross functional business partners to resolve blocked orders within SLAOptimize orders for logistical efficiency (e.g. maximize payload, grouping / splitting orders)Order Fulfillment :
Contact customer when required due to Out of Stock or Stock Allocation issuesCollaborate with Order Fulfillment team to resolve issuesContact customer and propose resolution if issues identified post-delivery note due to Transportation or Warehousing issues (such as appointment scheduling, delivery delay, picking issues etc.)BILLING :
Collaborate with Billing in the resolution of billing issues that require customer contactADDITIONAL RESPONSIBILITIES :
Collaborate with key stakeholders and business partners (such as CFSC, Sales, Logistics, COC etc.) to ensure the quality of processes are aligned to meet the business and customer needsProvide 360 visibility on status of orders to customers and internal teamsApply appropriate root cause reason codes following global Reason Code MethodologyIdentify, analyze and initiate the escalation process based on escalation criteriaDrive and encourage continuous improvement mindset applying NCE methodologyParticipate in NCE operational review meetingsEDUCATION REQUIREMENTS :
Undergraduate degree strongly preferredAvailability / flexibility to work different shifts based on customer geography / time zone; or 7-day operationsEXPERIENCE :
2 4 years' experience in Supply Chain preferred (e.g. Order Management, Distribution, Inventory Management, Transportation, Demand and Supply Planning etc.)SKILLS :
Excellent written and verbal communication skillsExcellent analytical aptitude with a proven ability to analyze / interpret dataWell-organized, methodical thinker with excellent decision-making skillsStrong and creative problem-solving skillsProficiency in Microsoft office applications (e.g. Word, Excel, Outlook)Proficiency in SAP, BW and Business Objects preferredAbility to work in a fast-paced environment and handle multiple prioritiesAbility to work independently with minimal supervisionOTHER PERSONAL QUALITIES :
Strong Customer Service mindset and passion for delighting customers internally and externallyDemonstrates a strong desire to develop trust and long-term relationshipsProactively seeks continuous process and service improvementsStrong result-orientation
