Purchase Order Fulfillment

• Primary objective to ship orders in full and on time
• Primary point of contact between customer and internal departments re:
  • Customer orders, routine issues, and changes
  • Shipping notice
  • Proof of delivery requests (in collaboration with shipping)
• Manage customer purchase orders
  • Ensure accuracy and completeness
  • Compare POs to contracts, forecasts, notify internal stakeholders of deviations
  • Enter orders into G&O system
  • Resolve routine sales related issues in relation to PO fulfillment with customers and enlist involvement from other G&O departments as needed to ensure orders are met
  • Communicate order status (timing and quantity changes) internally and to the customer
  • Collaborate with customers to align POs to the production plan

 

Shipping Support

• Monitor ship log to ensure orders shipped as scheduled
• Send notification to customer when order shipped
• Communicate shipping schedule changes to customer
• Collaborate with G&O team to resolve shipment issues
• Completes ASNs, manage routing, and manage ship dates
• Schedule carriers as needed
• Communicate shipping schedule changes to internal & external stakeholders
• Publish spreadsheet trackers for order, routing, load, and shipping notices

 

Sales Support

• Provide exceptional customer satisfaction via phone, email and all communication channels
• Receive customer and consumer complaints and provide appropriate response. Follow through appropriate Internal and External QA SOPs for complaint resolution. Record and track complaints for reporting purposes.
• Complete new customer set up in coordination with sales, brokers, and internal teams
• Order Certificate of Insurance as requested
• Provide broker support
• Become expert in customer portals, customer requirements, and advise on best practices for assigned accounts

 

Forecasting & Weekly Reporting

• Participate in forecast meetings, track customer progress to plan, identify cause for variances
• Maintain and publish weekly sales trackers and compare to contractual commitments
• Maintain and publish the customer scorecard

 

Continuous Improvement

• Document SOPs for job responsibilities
• Maintain SOPs, updating promptly and maintaining accuracy
• Advise on interdepartmental process improvements from a customer-centric viewpoint

 

Who you Are

• 2-5 years working experience in business-to-business customer service, order management, or related role
• Ability to manage a high volume of information/data
• A sense of urgency with a demonstrated ability to multi-task and adapt to quickly changing priorities in a fast- paced environment
• Excellent verbal and written communication skills
• Conveys a positive and professional image at all times
• Self-starter with high pace, diligence, and tenacity able to proactively meet deadlines
• Proficiency in Microsoft Office Suite
• Prior experience working with ERP systems, customer portals, and general confidence in utilizing and learning new technologies

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