Specialist Customer Care

[SUMMARY:

[The responsibilities of the Specialist Customer Care include representing Consumer Product Partners to customer and customer to Consumer Product Partners; responsible for end to end order management process. Identifying and resolving any issues that would prevent orders from being processed and fulfilled completely; working closely with internal teams to ensure customer requirements are met and customer is serviced at expected service level.[Essential Duties and Responsibilities:]{calibri="" light",sans-serif"=""}]{calibri="" light",sans-serif"=""}]{calibri="" light",sans-serif"=""}- - Responsible for end to end Order Management process timeliness and accuracy to support both internal and external Customers. Includes but not limited to - EDI discrepancy resolutions; Pricing, Lead Time, Terms, UOM, etc.;

- Manage promotional orders to ensure sufficient lead-time and resolve discrepancies with customer and Supply Planning; communicate any unplanned or changes in demand to the organization so forecast and schedules are accurate to meet customers requirements

- Manage conversion item transitions with Customer, including cut-over strategy; minimizing service gaps and obsolete inventories

- Manage exiting item run-out strategy with Customer; communicating cross-functionally to avoid obsolescence and minimize service gaps

- Collaborate with Sales Team to manage and minimize aged inventory and slow moving inventories

- Prepare Customer specific reports as required - Shipment and Cut reports; additionally - Service Level Summaries as required including root cause and get well for service challenged items

- Review customer service levels - actual vs. goal, determine causes of negative variances, make recommendations as required to maintain goal

- Allocate finished product to orders in cases where product availability is not sufficient to cover orders, work cross-functionally to determine product availability dates

- Communicate regularly with Sales concerning the status of each account (examples: new products, conversions, shortages, etc.); highlight and bring to Sales and/or Sales Support attention the status of conversion timing alignment and potential service issues.; work with Sales Support/Graphics to expedite artwork activation

- Maintain strong, professional and positive relations with assigned Customers to always strive for Best in Class Service

- [Provide back-up support for Customer Care Team members

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- Supervisory Responsibilities:

None[Requirements

[Education Requirements:]{calibri="" light",sans-serif"=""}]{calibri="" light",sans-serif"=""}- - Bachelors Degree required.[Experience Requirements:]{calibri="" light",sans-serif"=""}- - Minimum five years Customer Service or Bachelor Degree, experience in a manufacturing environment is a plus.

- Three years of computerized order entry and inventory control systems

- Intermediate Microsoft Outlook, Word, Excel and Power Point user

- SAP a plus[Competencies

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