Customer Service Coordinator

PURPOSE STATEMENT:

The objective of the position is to interact with customers and to provide information in response to inquiries about orders and products. Efficiently and accurately process orders with correct lead time. Ensure that the customer receives orders in full and on time, and coordinate with other departments to resolve issues.

KEY RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:

Be the primary point of contact for both external and internal customers in the following areas:

Ensure that all Sales Purchase Orders are processed accurately and efficiently while observing both internal and external cut-offs;

Work closely with production, sales, logistics, as well as other internal departments, to manage the order fulfillment process and find effective solutions to ultimately fulfill customer needs & requirements;

Communicate effectively with customers on all revisions, inquiries, concerns, process changes/implementations, and own the internal communication to address these areas on behalf of the customer;

Monitor pricing discrepancies, pallet configuration, and shipping schedule requirements when processing POs, to ensure Best in Class Customer Service;

and Electronic Data Interchange order process: monitor errors and work with the customer and our internal Master Data team to resolve issues.

Maintaining solid customer relationships by handling questions and concerns with speed and professionalism

Process all sales purchase orders with high accuracy, while observing cut off requirements

Process orders into the 3PL (third party cold storage) systems, and manage the order fulfillment process from third party locations

Review all sales purchase orders for correct pricing, minimum order requirements, correct pallet configuration, and correct lead-time/delivery schedules

Initiate and manage necessary PO revisions to accommodate internal requirements, while ensuring the customer is both aware and aligned

Work with the Production Team to anticipate issues with supply and demand/ forecasting/supply chain; subsequently work with customers to manage stock availability and ETAs on upcoming orders

Work with the logistics team to uphold delivery schedules, and provide support by working with customers to keep them aligned on order/delivery dates to keep freight optimally cost-effective

Work with the Logistics team on investigating late deliveries and order tracking, as well as support them with any carrier issues that require replenishment assistance to resolve

Support the Logistics team in investigating OS&Ds (Overages, shortages, and damages)

Follow up directly with Customers on any identified PO discrepancies, and ensure that a resolution is reached within the allotted time frame

Follow up with internal teams to investigate identified PO discrepancies

Maintain organized internal records with respect to customer contacts & requirements, file processed orders daily.

Support the Customer Service Manager by providing feedback on daily order processing operations, and effectively communicating customer issues

Work closely with members of the Sales & Marketing Team to achieve individual & departmental objectives

Work calmly, effectively, and efficiently on problem-solving daily issues and working towards creative solutions to ultimately benefit the customer while keeping internal efficiencies top of mind

TECHNICAL KNOWLEDGE:

2+ years’ experience in a similar role within the CPG industry

EDUCATION:

High school or equivalent

OTHER SKILLS REQUIRED:

Ability to deal with the complexities of juggling changing priorities and requirements between multiple stakeholders (Production, Warehouse, Shipping, Logistics, Carriers, Customers, etc.) in a fast-paced manufacturing environment

Good communication and interpersonal skills capable of maintaining strong relationships

Strong organizational and multi-tasking skills

Excellent analytical and problem-solving abilities

Very detail-oriented

Excellent verbal and written communication skills

Able to effectively and efficiently problem solve

Works well under pressure with minimal supervision

Financial acumen – ability to determine quantity & pricing discrepancies

MS Office Suite proficiency (Excel, Word, Outlook)

ERP data entry & reporting proficiency

This is a fixed term assignment and is expected to last 14 months (may be extended by mutual agreement).

We thank all applicants for your interest in the position – Please note that candidates being considered for an interview will be contacted by May 7th. No agencies or phone calls please.