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Customer Operations Associate I

Company: Cortech
Location: Atlanta
Posted on: January 16, 2022

Job Description:

Customer Logistics and Supply Chain SpecialistThe Customer Logistics and Supply Chain Specialist will research, influence and resolve issues for our Customers and Business partners using NAOU order management system & tools based on our established service level agreements. This role is responsible for providing dedicated support for our Bottler and Business partners by processing orders and inquiries within the Supply Chain Customer Operations (SCCO) organization.This role will support bottlers in our West Region, and will therefore work west coast business hours.What You'll Do for UsSingle point of contact for our customers across Business unitsPartner with sales teams and brokers to address customer satisfaction needs related to pricing, delivery method changes, account management and strategic projects (product launches, packing changes etc.)Partner with Product supply, Supply planning, logistics and transportation teams to influence and resolve order flow concerns (late trucks, dwell time, refused deliveries)Responsible for managing phone calls and emails from customers, internal stakeholders and partners and accurately tracking and resolving the business needCustomer order management - Acts as liaison between external departments and customers to process order changes, communicate all order changes, track and reschedule customer orders to meet customer requested delivery datesApply best practices and business knowledge to make timely decisions and resolve issues with product orders to meet requested customer delivery datesProactively manage order flow, communication of all In Full issues and partner with transportation to ensure delivery appointments and pick-up appointments are set timely to mitigate order failuresRecognize and track trends with customer issues, evaluate and suggest process improvements for Product order management and our partnersUnderstand Company goals and performance metrics and improve quality and speed to meet and exceed customer expectationsWork collaboratively but often independently on daily tasks and resolve escalations that are diverse in scope using strategic thinking, people and company resourcesBuild and leverage collaborative relationships with our customers, sales, logistics and other internal partners based on customer specific operationsAnalyze, coordinate and participation in implementation of design projects to support department and or key customer objectives.Qualifications & RequirementsStrong customer service and relationship background, strategic thinking, effective communication and business writing skillsMust have strong research or analytical skills, attention to detail, effective problem solver and influencing skillsMust have a strong sense of urgency and be empowered to make timely and informed decisionsBuilding collaborative relationships within POM, Supply chain/OTC organization and our external partnersKnowledge of the NAOU Product Supply system, Order Management and Salesforce & SAP a plus. Other systems used include CRM Database, MS Office; Outlook, Word, Excel, SharePoint, GenesysAbility to excel and contribute in a fast paced and changing work environment with accuracy while meeting SLA's and deadlinesAbility to understand overall Company objectives and manage competing project and tasksRoles within this organization include teleworking and remote working. Candidate must be able to work independently with minimal daily supervisionTypes of additional activities managedExpedited OrdersCustomer Order Change RequestCustomer Pick UpTransportation IssuesDock CutsShip WithsGeneral Product InformationPlant RedirectsOver, short and damaged processTransportation Method ChangeDuplicate, missing, or incorrect ordersParticipate on S&OE Weekly CallsAttend S&OP Monthly Calls Shift: Shift 1 Enter Shift Start and End Time: TBD

Keywords: Cortech, Atlanta , Customer Operations Associate I, Professions , Atlanta, Georgia

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