Job Order #1808

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Posted Date: 11/16/2017
Job Category: Customer Service/Support
Position Title: Customer Service Support
Salary Range:
Location: New Jersey, USA
Desired Skills:
Description: Customer Service Support

Role summary

Our client is looking for Customer Service Support role is crucial in ensuring excellent service and our commercial success.
In this role you will lead the support of the activities from ‘customer order’ to ‘proof of delivery’, including:
1) Controlling order & fulfillment process of our strategic business: ensuring highest customer service level
2) Support commercial team with hands-on information (KPIs, signal watch-outs) based on SAP reports
3) Curiously exploring options in SAP to better support customers and sales team with KPIs
Extend support to operational team, coordinate POS material distribution and others

Main responsibilities

Ensure order fulfillment and communicate with customers to deliver the best possible customer service.
•Order processing, align on execution with supply chain partners & complete order administration cycle
•Control order & fulfillment process: strong controlling focus in monitoring order flow, fine- tuning delivery routes, signal potential issues, measure performance of own – and external
warehouse – performance and set up KPI dashboard for these processes.
•Cost control: define a simple and smart measurement tool to identify if execution costs is within range of business case, and monitor and share on a weekly basis.
•Improve usage of IT (SAP/EDI) of operations team and become ‘operations expert’ of our SAP system and processes. We can use our system much more effectively, and use (built-in or
developed) tools that are currently not implemented. Define where we can benefit and implement.
•Support / improve reporting function for both external customers and internal customers / colleagues
•Receive orders (mail, fax, phone, EDI) and enter into SAP B1, ensure all orders are processed
•Liaise with AR for ‘at risk customers’ and hold orders for customers that exceeded their credit limit
•Confirm orders for processing, ensure correct invoicing / alignment dispatch quantities vs dispatch notes
•Ensure that all invoices go out timely through either e-mail or regular mail, and are archived.

Education & experience

•Minimum bachelor degree in business administration or operations
•Working experience in an operational setting, an FMCG environment preferred
•Experienced in SAP (Business One), and reporting systems (such as BOARD or COGNOS)
•Excellent excel & VBA skills

Personal skills

•Excellent - customer focused – communicator and interpersonal skills
•Problem solver with an intrinsic drive for performance – drive to solve the puzzle
•Pro-active, result oriented and operating independently
•Structured with good overview, strong in time management & ability to prioritize
•IT literate: expert in Excel (pivot, vlookup, visual basics), SAP and / or other reporting tools
•Must be highly organized, detail and quality oriented
•Enjoy working in a multicultural environment


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