Key Accountabilities

1. Order Entry-Ensures customer order is encoded (Automatic or Manual) accurately and on-time. Evaluates order quantity versus set minimum requirements.
2. Customer Incident Tracking – With the use of TICS (Tracking Incident Complaint System), process customer complaints such as invoice disputes, short deliveries, and/or returns to ensure timely and proper resolution for the customer.
3. New Item Creation – Facilitates creation of new finished goods item. This role also coordinates with the cross-functional team members for a timely completion of master data. Completion of this process would ensure the item would flow through the system from customer order entry to final invoice.
4. Sample Requests – Based on quantity and product line, enter request through applicable channel, Sample Lab or Plant. This role ensures timely production and shipment of samples to the requestor.
5. Quoting – Determine if request is eligible for quoting (not previously quoted to another supplier) and quantity meets MOQ (minimum order requirement). Through Quote App, enter all product details, annual volume, bapplicable fees, MOQs, and any additional tooling required for accurate pricing levels.
6. Regulatory, Specs, and Drawing Requests: Determine appropriate regulatory, specs, and drawings to retrieve and/or submit as requested by the customer.
7. ITrade – When required, maintains and troubleshoots EDI (Electronic data interchange) connectivity with customers within the order to cash process. Working to minimize repeatable errors by working with customer care and other areas as needed.

8. Customer Portal Maintenance – When required, this role is the point of contact for assigned external customer and third party online portals to provide accurate and up to date information to customers related to product inquires, returns, credits, and general inquiries.
9. Global Data Synchronization Network – When required, works closely with product line management, marketing, sales, and customer care to maintain Global Data Synchronization Network (GDSN) item attributes through OneWorldSync Portal. Perform new item upload and maintenance of existing items in the OneWorldSync Portal to meet GDSN requirements as outlined by existing and potential customers.

Additional Responsibilities not to exceed 30% of workload: Order Acknowledgement, Order Status Communication, Demand Management and Control, Order Fulfillment Process Improvement and Service Risks Mitigation.

Performance Measures: Success of this role will be measured by the following metrics...
1. TICS Item turnaround time
2. New Item Creation turnaround time
3. Sample Request turnaround time
4. Quoting turnaround Time
5. Order Entry Accuracy

Qualifications

• Bachelor’s Degree or Associate’s Degree Preferred in Management, Sales, Marketing, or Supply Chain
• 1-2 years’ experience in customer service in a fast moving consumer or manufacturing environment
• Strongly preferred 1-2 years’ experience working with ERP, Portals, and other Data Encoding and Interchange software
• Proficiency in gathering, analyzing and interpreting data.
• Proficient in Microsoft Excel and related Office applications
• Effectively communicate with customers, both external and internal

Competencies
• Excellent communication skills-verbal and written
• Independent in working effectively with little supervision
• Self-starting
• Excellent attention to details
• Comfortable working on repetitive tasks