Customer Operations Associate

Job Title: Customer Operations Associate

Pay Rate: $19.41/hr (W2-contract)

Shift: 9am-5:30pm (M-F)

Location: Atlanta, GA 30313

Description:

This role is responsible for providing dedicated support for our internal sales/marketing teams, customers and business partners by processing orders and inquiries from entry to delivery. The associate will research and resolve issues for our internal/external Customers and business partners using CCNA order management systems based on established service level agreements. Primary Responsibility

• Provides single point of contact for Customers. Responsible for receiving phone calls and emails from customers or internal stakeholders and inputting data into SAP IC. Customer issues and resolutions must be captured and documented correctly.
• Manage Customer Orders - Create orders as needed to meet Customer Requested arrival dates while minimizing cost to serve.
• Responsible for working with appropriate CCNA stakeholders in Sales/Brokers and Product Supply System to resolve issues and provide resolution to customers.
• The work is transactional and focuses on resolving issues for one order at a time.
• Recommend systems and process improvements for Product Order Management.
• Ad hoc projects – Assist Sales & Marketing teams with special projects as needed.
• Manage Orders - Create orders as needed to meet Customer Requested arrival dates while minimizing cost to serve.
• Responsible for working with appropriate CCNA stakeholders in Sales/Marketing, as well as Product Supply Chain to determine closest available plant with inventory, and to execute each request as needed for our partners.
• Ad hoc projects – Assist sales/marketing with special projects as needed; ie new product roll outs, specific geographical product market testing, supplying product for high visibility marketing events throughout the year.
• Process and manage export orders for AAFES/Army and Air Force Exchange in Europe and Asia. Provide necessary export documentation such as Commercial Invoices, Container Sheets, Pallet Sheets, etc.
• Process and manage export orders for ATEC/TradeKO in Latin America, South America, and the Caribbean.
• The work is transactional and focuses on resolving issues for one order at a time through to delivery.
• Understand performance metrics and improve quality, speed, and capabilities to meet or exceed goals.
• Recognize trends with customers’ orders and issues. Evaluate, suggest, and work with Manager to reduce customer order issues. Recommend systems and process improvements for Product Order Management.
• Work with Brokers and warehouse personnel to ensure documents for Customs are accurate
• Provides weekly inventory support/order management for VIP accounts
• Provides raw material support to the AOC/Atlanta Office Complex lab facility and the ABBP/Atlanta Beverage Base Plant for new product innovation testing.
• Work closely with our freight partners (SEKO Logistics, Fed Ex, UPS) to ensure orders transmit through internal systems, and are delivered as requested by our customers/stakeholders.
• Manage and support any issues or communications for all Canadian Smartwater accounts.

Person(s) with whom you work (Name & Title)
Customers
Business Partners
Account Teams
Warehouse
Transportation
Suppliers
Distributers

Nature of Interaction
Customer Service
Communication
Collaboration
Issue Resolution

Minimum Required:

• 1 year Customer Facing role
• 1 year Call Center experience

Minimum Required:

• Superior Communication skills
• Excellent technical skills (SAP, SAP IC, Microsoft Excel, Microsoft word, sharepoint)
• Excellent problem-solving skills
• Customer relationship skills
• People relationship skills

Job Types: Full-time, Contract

Pay: $19.41 per hour

Shift:

• Day shift

Education:

• Associate (Required)

Experience:

• SAP: 1 year (Required)
• Call center: 1 year (Required)

Work Location: Hybrid remote in Atlanta, GA 30313

Salary : $19