Customer Fulfillment Planner

Brief Description

UNDERSTANDING

The Customer Fulfillment Planner (CFP) executes end-to-end, internal and external order processing, order tracking, quality of pick-up and delivery, receivables and shipping preparation, that includes on-time pick-up and delivery, minimum requirement of 98.5% on time, with daily monitoring and fulfillment with accuracy. The role is highly collaborative in nature, as the CFP works closely with warehouse staff, freight carriers, manufacturers, sales, suppliers, and other supply chain team members to ensure that customer expectations are met and / or exceeded (this may include Service Level Agreements (SLA’s). Maintaining positive energy and attitude, forward-looking, always striving for World’s Best.

Support all dimensions of Customer Fulfillment with a strong emphasis on customer required documents; customer request inquiry process; customer complaints process and resolution; customer satisfaction – products and services, claims management. End-to-end process, execution, and accountability.

Recommend and improve process flows for delivering expected and exceeding customer expectations. Laser focused on customer facing “World’s Best” organization. Work across an integrated fulfillment process, (customer service, warehousing, transportation, inventory) taking ownership and driving towards Perfect Customer Order Fulfillment metrics (99.85%); as defined in the Council of Supply Chain Management Professionals (CSCMP), achieving the "Seven Rights of Fulfillment": the right product, in the right quantity, in the right condition, to the right place, at the right time, for the right customer, with the right documentation, and at the right cost, essentially delivering exactly what the customer wants, flawlessly, the first time, saving costs and ensuring satisfaction. It is the gold standard for supply chain performance, measuring accuracy and efficiency from order placement to accurate invoicing.

CORE VALUES

Our 5 Core Values are more than just words, they’re a way of life. We know that companies with a strong culture & a higher purpose perform better in the long run.

• Own It
• Hustle and Refuse to Settle
• Love People
• Act for the Greater Good
• Find a way
  
  

WORKING RELATIONSHIP

• Communicates proactively with customers, empowering every CFP to spend up to $200 per customer, per incident, without manager approval, to instantly resolve problems or create memorable experiences, fostering trust and exceptional service by allowing CFPs to rectify issues immediately and delight our customers. Turning service recovery into opportunities for genuine connection and loyalty.
• Communicates regularly, in an initiative-taking, positive manner and has a strong relationship with team members in multiple departments.
  
  

Responsibilities

• Facilitates scheduling of orders and resolves issues (holds, shortages, etc.) on the order.
• Manages promise dates in ERP for revenue forecasting and update consistently to reflect ship date communicated to customers.
• Coordinates with (planning/purchasing/finance/warehouse) to ensure orders will ship by promise date.
• Notifies Sales and/or Customer of issues in meeting customer expectations.
• Coordinates order changes post-booking with sales, and Order Management (i.e., item substitution, customer address change, additional delivery requirements, equipment, inside delivery etc.)
• Daily review of ERP report(s) 1.) Logistics: Item Fulfillments Not Shipped DC Results; 2.) Logistics: Item Fulfillments Not Shipped Primary Results. Review shipments that are not picked up or shipped based on (State and Region) Original Ship Date, working with Logistics, warehousing to execute on-time pick-up.
• Execute weekly phone calls to customers, thanking them (script to be created (Internal Sales Playbook) for their business, discuss promotions, the Top 10 Albanese products are you carrying these in your selling offering? Provide customers with up-to-date information on current and new product availability.
• Investigate and manage customer claims for your (specific) regional assignment.
• Build operational relationship with freight carriers servicing the region, knowing their operational strengths and weaknesses, participating in monthly customer / supplier 360° performance reviews.
• Works closely with on-site dedicated truckload carrier to ensure on-time delivery, ensuring all shipments deliver on-time to eliminate customer fines.
• Responsible for communicating customer specific delivery requirements and tracking the shipment from pick up through warehouse receipt to meet customer expectations.
• Build operational relationships with freight carriers servicing the region, knowing their operational strengths and weaknesses.
• Execute sales and sample requests, and customer freight quoting.
• Communicate changes in the financial health of customer(s) to the accounting team to investigate.
• Ensure orders are invoiced timely and accurately.
• Assists customers with physical inventory of orders or packing list receipt errors.
• Facilitate Return Material Authorization (RMAs) and ensure replacement products are shipped in a timely manner.
• Must maintain the confidentiality of all customer and company information.
• Other duties as assigned.
  
  

Requirements

• General knowledge of Microsoft Office programs such as Word, Excel & Power Point.
• Previous experience in a fast-paced working environment, preferably Customer Fulfillment role, with nationwide specialty confectionery retailers, corporate accounts is a plus.
• Knowledgeable in Electronic Data Interchange (EDI) transactions, knowing how to identify and resolve specific customer EDI issues within order management.
• Well versed in ERP system and warehouse and transportation management systems.
• Strong organizational skills, effectively managing goals and tasks with varying due dates.
• Naturally, curious critical thinkers with great follow-through.
• Must be able to prioritize and organize multiple tasks to maximize efficiency.
• Engage in a positive workplace culture encourages creative thinking, gratitude, and “Best idea wins!
• Well-developed, concise verbal and written communication skills.
• The ability to provide verbal and written communication to the organization, through department, one-on-one meetings, as well as with other department leaders and Co-Presidents.
• Must be able to speak, read and write in English.
  
  

EDUCATION

• Must have a High School Diploma or a G.E.D.
• College degree (Logistics / Business) preferred or equivalent work experience.