Customer Service Specialist III

Job Description: Customer Service Representative - Remote

Department: Operations
Reports to: Sr Director of Supply Chain
Travel: no

Summary:
The Customer Service Representative is responsible for providing support to both the Customer Service and Logistics team personnel. Support both internal and external manufacturing with inventory and customer service activities. This role will require hands-on as wells as supervisory involvement in critical activities such as order processing, order reconciliation, shipping logistics, customer support, inventory management, data analysis, warehousing, and distribution. This role will work closely with logistics personnel, logistics systems, inventory management systems and 3PL warehouse and 3PL shipments, both inbound and outbound to our customers, as well as our sales team. It is understood that this position will play a key role in - and be accountable for - achieving annual company goals as they pertain to on time and in full receipts or raw material POs and order fulfillment.

Responsibilities:

o Capturing orders via email, NetSuite or EDI to begin order shipment preparation.
o Confirms with Finance any new customers are setup and approved for order fulfillment.
o Collating BOLs, pack slips, etc. to confirm receipt in NetSuite and push to Finance for payment.
o Work closely with Logistics personnel to present orders for shipping availability for OT requirement.
o Coordinate daily activity to track location and movement of inventory finished goods. Provide reports to internal and external customers as required.
o Help create policies or procedures for customer ordering, such as MOQ shipping requirements.
o Assists in implementing and verifying specific customer requirements, such as internal reporting or customized transportation metrics.
o Assist in resolving problems concerning orders, deliveries & customer issues, and communicate those and resolution proactively to sales team / customer
o Help with the BOL entry process into NetSuite for order accuracy, inventory depletion and EDI integration.
o Collaborate with other departments to integrate logistics with business systems or processes, such as customer sales, order management, accounting, or shipping.
o Participate in the specific order entry (ASN) process with portals for the likes of Starbucks, Aldis, Walmart, Target. Assists in tracking that goods are shipped/ received in the most timely and efficient manner according to documented processes, including planning the transportation route and payload, selecting the mode of transportation, tendering the order for transportation, and tracking the shipment from pick up through delivery all the while targeting cost reduction, freight savings, service and contractual requirements.
o Track shipments from pickup through delivery so that accurate, up-to-date information can be provided regarding any shipment.
o Proactively handle customer shipment routing requests for MABD requirements.
o Accepts responsibility for the organizational goals by taking ownership of new and different duties and identifying new opportunities within the Operations department



Skills / Qualification / Education:
3+ years experience in Supply Chain/Customer Service
3+ years experience in Analytics
Strong analytical skills with proficiency in Excel (including Advanced Formulas, Pivot Tables, Charts)
Strong attention to detail and data accuracy
Familiarity w/ Power BI or other data visualization tools preferred.
High sense of urgency and ability to be entrepreneurial and methodical
Experience with Order Fulfillment process (pick/pack, inventory management), Warehousing/Transportation
Results-oriented and process driven, with high expectations of self and team
Collaborative mindset with strength in effectively receiving and communicating feedback
Ability to flex work hours depending on business needs