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Customer Service Advocate

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Scope Recruitment 26/04/2018
Position: Location: Sector:
Customer Service Advocate
Alpharetta, GA Huntsville 3001 9th Ave SW Alabama 35805
0000-03-01

OVERVIEW

The Customer Service Advocate leads the execution of the order fulfillment process to meet the customer service performance objectives and to strengthen relationships with customers.


RESPONSIBILITIES

  • Support Customer Setup Process
  • Set up new customers in information systems (including shipping locations, billing information, item authorization, pricing, payment terms, etc.)
  • Conduct customer maintenance activities
  • Process Customer Orders
  • Receive / Enter customer orders
  • Ensure accuracy of customer order information vs. customer/item information in systems; resolve discrepancies internally or with customers
  • Process shipped orders to point of Invoice Release
  • Provide front-line customer service performance
  • Working with other associates/departments/affiliates, troubleshoot and determine options for problem orders which:
  • are on “Hold” status
  • do not have sufficient inventory available for shipment
  • have shipping problems
  • have any other situation prohibiting processing or fulfillment of orders
  • Communicate problem situations with customers and negotiate alternatives
  • Notify Sales Directors and other Senior Managers about problem situations which may be elevated within the Customer’s organization
  • Execute Vendor-Managed Inventory (VMI)
  • Analyze customer inventories and sales volume velocity by item
  • Identify future requirements
  • Create purchase orders to internal manufacturing sites on behalf of Customer and secure Customer approval of orders
  • Maintain customer files


REQUIREMENTS

  • 5-7 years business experience with a $50 million+ consumer packaged goods company, with 2-3 years’ experience in a Customer Service or Inside Sales role
  • Bachelor’s Degree or equivalent experience
  • Manufacturing and/or Distribution exposure
  • High standards of performance and an overwhelming passion for serving customers; presents an excellent “face to the customer”
  • Detail-oriented; ensures that potential issues or problems are not overlooked
  • Ability to multi-task and manage multiple priorities simultaneously
  • Team-oriented with excellent communication skills
  • Ability to influence others to meet timelines and commitments
  • Self-starter who is comfortable in a small office environment “wearing many hats”
  • SAP and ERP system experience desired
  • Ability to speak Spanish desired

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