What are the responsibilities and job description for the Materials Customer Support Administrator position at MULTIVAC USA?
Summary: In close cooperation and coordination with the Materials Supply Planning, Direct Purchasing Specialist and Materials Business Unit Manager, this position will interface with MULTIVAC’s Materials Sales Directors and representatives, customers, film suppliers, warehousing partners, logistics partners and internal MULTIVAC colleagues to facilitate the sales process. This role will enter sales orders, monitor warehouse sourcing, confirm customer pricing is up-to-date, coordinate with logistics partner and monitor the overall fulfilment of customer orders.
Time Utilization: This position will require minimal travel of up to 5% of the time. Normal business hours are 8:00am to 5:00pm. Schedule needs to be flexible to accommodate trade show, culinary events and customer schedules.
Essential Duties and Responsibilities include the following (other duties may be assigned as needed):
- Work closely with MULTIVAC Materials Sales Representative to review, verify and enter customer film/pouch sales orders and order confirmations. Utilize central pricing database and inventory views to place customer orders in the SAP order entry system. Monitor the pricing database, per customer, to ensure the updated and correct prices are being utilized. Engage in regular communication with Sales on client activity, issues, trends, pricing, order patterns, and changes.
- Work with internal and external warehouses and third party logistics providers to ensure all orders ship on time and meet customer expectations
- Ensure efficient and timely transfer of shipping information to the Accounting Department to facilitate customer invoicing.
- Work with Materials Sales Representatives to address pricing discrepancies
- Review incoming orders for compliance with Blanket/Stocking Agreements, Film Bundling Agreements or issued price quotations. Review order for completeness according to procedures.
- Work in close contact with Materials Business Unit Manager and Materials Supply Planning Specialist to best manage and assess existing inventory/incoming inventory and release orders accordingly
- Coordinate shipment of sample film rolls and sample film for new MULTIVAC equipment orders, based on sales demand
- Manage the SAP process of slitting existing rolls of film to narrower widths to satisfy film sample requests or rush shipments; passing on costs, if appropriate
- Interface with demo team for trials with prospects or customers
- Order printed film from external printing converters
- Interact with customers via phone and email to provide information in response to inquiries about products, order status, and to handle and resolve service related complaints. Proactively inform customer of delays.
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/Experience: Bachelor’s degree in business or related field and two years related experience; or equivalent combination of education and experience. Prefer two years or more in one or more of the following: customer service, sales support, business management, supply chain management, logistics, and warehouse management.
Language Ability: 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 speak effectively before groups of customers or associates of organization.
Math Ability: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Reasoning Ability: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Computer Skills: To perform this job successfully, an individual must be proficient in Microsoft Office, particularly Word and Excel. Experience with ERP systems preferred.
Certificates and Licenses: Current valid driver’s license and the ability to obtain a passport for travel as required by position.
Supervisory Responsibilities: This position has no supervisory responsibilities.
Work Environment: The work environment characteristics described here are representative of those an associate encounters while performing 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 associate is occasionally exposed to work near moving mechanical parts.
The noise level in the work environment is usually moderate.
Physical Demands: The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The associate must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. While performing the duties of this job, the associate is regularly required to sit and talk or hear. The associate is frequently required to use hands to finger, handle, or feel. The associate is occasionally required to stand; walk; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl.
MULTIVAC Behavior Standard: Maintain a positive work atmosphere by acting and communicating in a respectful and professional manner with others at all times.
