Customer Operations Intern

Job Description

Customer Operations Intern

The Customer Operations Intern will focus on the review and audit of company assets and assist in interactions between all internal departments and clients to ensure world-class customer service and proactive asset management.

Major/Key Accountabilities

Customer Reconciliation 40%

Develop the annual audit plan considering contractual requirement and cyclical coverage to include weekly and monthly inventory reconciliation, planning & executing annual audit, analysis of audit outcome, post audit review, adjustments, and corrective actions needed.

Complete ad-hoc analysis as required

Coordinates all stock audits scheduling with third parties and customers

Collaborate with Sales to establish business case to support in strategic decisions associated with lost equipment write-offs and/or billing.

Manage the reporting hold process to ensure timely & accurate customer reporting practices.

Customer Service Excellence 40%

Develop deep relationships with key customers by gaining a comprehensive understanding of the customer, their business needs and trends to evaluate customers packing needs, anticipating and managing orders, identifying opportunities to improve service, and improve asset (crate) turns.

Proactively manage customer orders and make recommendations as needed based on inventory availability and transportation capabilities

Provide customers with strong product knowledge and specifications.

Collaborate with sourcing, asset management, transportation, finance, warehousing operations, sales, and service centers to resolve issues regarding quality, complaints, returns, billing and overall service and ensure customer receives prompt resolution.

Resolve service failures, manage ETA/PO schedule and help implement processes for continual improvement.

Ensure customer receives proper IFCO on-boarding information regarding order process, reporting, label compliance, billing and returns.

Reporting & Analysis 20%

Create presentations for quarterly business reviews and present information to customers

Maintain daily/monthly and ad hoc reporting requirements.

Create and establish RPC forecast with CMI tools, utilize SAP and CMI tools to recognize trends and assess impact to forecast and order decisions.

Conduct CMI customer reviews to correct, sustain and improve delivery and inventory performance using CMI reporting tools on delivery, inventory and sales.

Accurately maintain customer database and special instructions

Act as Subject Matter Expert in IFCO reporting systems, EDI, MyIFCO, processes and environments.

Qualifications

AS degree; Bachelor’s degree preferred

Strong Excel skills required

Desired Experience

6 months to 1 year of customer service experience

Knowledge of customer service, data analysis, inventory, or logistics

Experience in process development Skills and Knowledge

Strong written and verbal communication skills

Knowledge of domestic geography

Ability to work well in a team environment

Analytical and problem-solving skills

Proven planning and organizational skills

Microsoft Office Suite