Note: This is note a position with ForceBrands but a fulltime W2 role with one of our partners.
This is not a simple customer service role fielding inbound customer calls. This is a higher thinking role in which you’ll work with key stakeholders in operations, supply chain, finance and warehousing.
This role deals with a wide variety of tasks including, but not limited to the following:
- Maintaining and seeking ways to improve timely and accurate order processing,
invoicing, credit resolution and communication of on-time delivery, meeting required
service levels.
- Improving MPM customer service experience, creating engaged customers to support
our ambitious growth targets.
- Working cross functionally to manage customer charges, penalties, and fines,
improving service, and driving improvements to reduce cost to serve
- Manage communication to key internal stakeholders as required, including updates
on progress with new customer launches, issue resolution relating to US Customer
Service and stock shortage updates as needed
- Maintain and develop order processing procedures, policies, and standards
- Manage the development of the US Customer Service department to deliver the best
service to this rapidly growing region of the MPM business
- Lead and manage the set-up of EDI for new and existing trading partners as well as
issue resolution for existing EDI customers
- Review performance data, analyze statistics and compile accurate KPI reports
- Attend relevant cross functional meetings to help facilitate smooth running of order
processing, on-boarding of new customers, and improving wider business
Knowledge, Skills and Experience
- Strong customer facing communication skills – good listener able to identify, deliver
and present customer-based solutions both internally and externally.
- Communication strength and leadership clarity to elevate and resolve issues at
- Warehouse/DC/with 3PL Partners.
- Comfort in learning and teaching new tools, portals, and process improvements to
- find better ways of working and communicating.
- Able to lead teams to deliver service to meet developing business needs
- Experience working with an ERP system (Sage would be an advantage)
- Experience of working with EDI systems
- Experience of logistics, operations and 3PL would be useful
- Effective management – ability to engage and motivate teams, providing teams with
- the guidance and support to embrace change and including remote management
- Understanding of US customer chargebacks and fines process including dispute
management
ForceBrands
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