Customer Service Lead - NA RESALE

Wilton, CT 06897, USA Req #2333 Tuesday, April 23, 2024

Purpose

The role of the Lead Sales Coordinator is to collaborate with the Customer Service Manager in leading the team while operating within Ravago / NA Resale guidelines and procedures.

This position will act as the point person for minute-to-minute guidance for the Sales Coordinator team members and will focus on maintaining an organized, efficient, positive and effective work environment that is concentrated on the sales support efforts for NA Resale.

Areas of Responsibility / Tasks

Performance must reflect appropriate level of expertise and achievement of the desired results for the items listed below.

• Sales Coordinator Responsibilities
• Order Entry : Work with sales force to enter orders into OHM via Mobile App or manual order entry. Accurate filing and creation of paperwork.

Bill of Lading, Certificate of Analysis, Purchase order, etc.)

• Batch Assignment Requests : Work with Product Coordination to source material for appropriate orders.
• Monitor credit for accounts : Work with credit department to ensure customers have proper credit. Never allow any order on credit hold to ship.
• Setup shipment : Ensure orders go through Oracle Transportation Management (OTM) and work with the Transportation Coordinator’s to resolve any transportation issues.

Gather accurate freight rates for sales force, when necessary, from carriers and logistics partners. Track railcar and truckload shipments.

• Bill : Orders to be billed within 48 hours.
• Support : Customer reporting, spreadsheets, volume data, shipment data, as necessary. Monitor open order reports and short payment reports.

Work with Master Data on Customer Account maintenance and creation of new accounts to ensure properly set up in Oracle Handling Management (OHM).

• Claims : Enter all Customer related Claims for all categories : Administration, Delivery, Material or Non-Quality. Work with Claims Coordinator and ensure all information necessary is provided to complete claim.
• Lead Responsibilities First point of contact on process and procedure questions as they pertain to completing a task effectively and efficiently while operating within Ravago guidelines.

Work with Warehouses, 3rd Party and Ravago Owned to approve Overtime costs and additional Assessorial costs when expediting or re-routing shipments is necessary.

Negotiates freight rate approvals and Overtime when the cost is above the standard rate for the line haul. Responsible for making decisions that can affect final gross margin and losses on orders.

Monitor sales order procedures to assist in having them move through the correct process.Manage and maintain Superfund Surcharge Exemptions ensuring proper approvals are received from the Regional Manager and Commercial Director.

Coordinate with the Business Systems team weekly to ensure exemptions are uploaded. Communicating to the Sales Coordinators when complete.

Work with Master Data on approvals for Fuel and Freight Surcharge exemptions ensuring the proper approval and feedback is received from the Regional Manager and Commercial DirectorShadow and have a comprehensive understanding of other departments’ workflows.

Assist in monitoring the Ship Not Billed report to ensure we invoice within 48 hours of shipment. Raise awareness to team members where we are not being consistent to identify areas of improvement.

Solicit feedback from the Sales Coordination team regarding specific training needs or areas of inconsistencies and coordinate with the Job Coach to execute.

Build trusting relationships with team members.

• Departmental Support
• Participate in planning and implementation of department goals and objectives under the guidance of the Customer Service Manager
• Identify and address any concerns within the department to the Customer Service Manager.
• Work within the Customer Service department and across department lines to enforce and improve procedures and practices.
• Backup for Sales Assignments requests when Customer Service Manager is unavailable.
• Maintain and distribute Customer Service-related documents on behalf of the Management Team.
• Identify and escalate to the proper focal point any system or RavApps issues that may be causing a delay or stop in being able to transact.
• Assist Customer Service Manager with coordinating team outings, team building events and other recognition efforts.
• Escalate urgent matters to the Customer Service Manager as they arise.
• All other duties as assigned

Supervisory Responsibilities

• Direct supervision not applicable
• May perform supervisory duties in the absence of the Customer Service Manager

Competencies; Knowledge, Skills, Abilities (KSA)

To perform this role successfully, an individual must have experience achieving desired result(s) in their areas of responsibility.

The requirements listed below are representative of observable behaviors and essential knowledge, skill, and abilities required of a successful incumbent within our culture.

• Excellent communication skills, both written and verbal.
• Above average skills in Ravago Tools, as well as all Microsoft Office programs with the aptitude to quickly learn and understand additional applications.
• Must be detailed oriented with strong analytical skills and exceptional problem-solving abilities.
• Willingness to adapt in an evolving environment.
• Ability to maintain high level of organization and prioritization.
• Innate sense of urgency that provides proactive and consistent work.
• Natural feel or demonstrated previous experience for coaching, motivating, encouraging, and interacting with individuals.
• Proven ability to work well within a team and promote strong working relationships meanwhile maintaining professional attitude and positive outlook.
• Effectively maintains discretion.

Minimum Qualifications / Education / Experience / Certifications

• Education : HS Diploma or equivalent required. College degree preferred.
• Experience : Minimum of 1 year of experience within any Ravago America’s Channel plus 2-5 years Customer Service experience required.
• Licenses / Certifications : Valid driver’s license required
• Language : Proficiency in English requiredBi-Lingual Spanish or Portuguese is a plus

NOTICE TO APPLICANTS :

Ravago Americas is an equal employment opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, age, sex, religion, national origin, disability, veteran status, citizenship status, or marital status.

We assure you that your opportunity for employment with this employer depends solely upon your qualifications.

Other details

• Job Family OPS / SALES SUPPORT JOB FAMILY
• Job Function WC (Job Function)
• Pay Type Hourly
• Employment Indicator 700718125 - Muehlstein OPS Sa Support

Last updated : 2024-04-24