The Customer Service Representative/Demand Fulfillment Specialist (DFS) coordinates all aspects of the order process with distributor, pet retail and key account customers which includes entry, invoicing, returns and applicable communications to inform the customer of order fulfillment statuses. The DFS will also support commercial operations functions for Companion Animal. The DFS will track customer service levels including On Time in Full and Right First Time measurements to ensure Ceva achieves the highest level of customer satisfaction.

Order Entry and Commercial Support

•Orders and Inquiries: Placing and auditing orders for distribution and company accounts within accepted time frames. Answers all inquiries within defined KPI levels set by Ceva.

•Manage required tasks associated with accounts: invoicing, damage claims, entering and updating customer accounts or information for Sales, Supply Chain and Quality. 

•Process returns: Issuing RMAs and call tags, handling damage and shortage claims, and other returns, including stock reception, billing and/or crediting, and shipping replacement goods. Maintains "Proof of Destruction forms" for non-inventory returns.

•Proactively informs customers of backorders, discontinued SKU's, and order statuses.

•Report and record information as defined by management, including notification of appropriate parties. 

•Assist DFS Team Lead with special projects as needed including audits, research, etc.

•Assist National Account Managers, Area Managers, Regional Managers, Territory Managers and Inside Sales and Supply Chain with follow-up information as needed for related items.

•Assist Sales, Marketing, Finance, I.T. and Operations with tasks as needed.

Analysis and Order Prioritization

•Tracks shipping issues, On Time in Full, Same Day Service and Right First Time levels.

•Communicates orders and items for warehouse release and tracking; ensuring that orders are communicated correctly, processed, shipped and invoiced in a timely fashion. The DFS assists in communicating order priorities set by the DFS Team Lead and Commercial Operations Management, as well as ensuring orders are filled within the expected lead times to the customer.

·Shape solutions out of complexity - Work to evolve immediate environment

·Client focus - Make sure needs and requests are treated equally and in a positive way

·Collaborate with empathy - Fully takes part in the working group to share information, listens to others and have a clear idea of the decisions taken

·Engage and develop - Open to share knowledge and to receive feedback from others

·Drive ambition and accountability - Ensure accuracy of work the use of KPI's and a responsible commitment

·Influence others -Show structure and confidence while speaking

•Outstanding communicationskills,verbalandwritten

•Excellent Computer (ERP Systems such as JDE, Excel, Office, Adobe, Gmail or Google platform experience strongly preferred)

•Telephone skills

•Efficiency – Must be efficient with computer programs and follow-up communications

•Time Management – Able to prioritize and deliver on multiple tasks

•Analytical Skills

•Teamwork

•Planning

•Problem Solving and Process Improvement

Education -

•Bachelor’s degree preferred. Will consider sufficient relevant experience and skill levels.

Work Experience -

•Must have at least 1 year proven customer service experience within a corporate setting.

·Must be able to read and write legibly and understand English

·Visual Inspection

Standard office setting

Hybrid remote work option available after initial training period

Travel may be required for meetings and conferences as needed (0-10%)

This job description is intended to convey information essential to understanding the scope of the job and general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, duties and responsibilities or working conditions associated with the job. This job description is not an employment contract. Ceva reserves the right to modify job duties and/or job descriptions at any time to meet the needs of the business.

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