What are the responsibilities and job description for the 10173 - Customer Service Representative position at Barcel USA?
The Customer Service Representative is responsible for leading the role as a liaison between Customers/Distributors and Barcel USA. This position plays a dual role by understanding customer priorities, proposing/implementing strategies, focusing on support, and ensuring issues are resolved in a timely manner with a focus on productivity and customer service.
This role requires us to work with multiple departments such as Planning, Logistics, Transportation, Brokers/Carriers, Supply Chain, Exports, Accounting, Logistics teams, along with working on other key initiatives that lead to customer requirements are met.
Lead the activities of the Customer Service dual role that supports our partners and key areas of business.
Work with other leaders to develop and implement strategic plans that meet our customers’ current and future supply chain capability needs and demand while improving productivity, quality, operations, & KPI's.
Work closely with the Quality organization to ensure the application and continuous improvement of Quality programs and rapid response to any quality-related events, this includes US & Exports operations
Resolve conflict requests and provide solutions by exercising high levels of influencing, negotiation, and communication skills.
Manage a high volume of Supply Chain requests or communications (via phone and/or email)
Collaborate with the next appropriate level of customer support to seek resolution to challenging inquiries/complaints, providing documentation and continual communication to customers throughout the process
Maintain accurate records of all internal and external interactions in the appropriate database/system (ORACLE, BITAM, Sales Force) Ensure the consistent & adherence of department policies and procedures.
Makes effective independent decisions representing day-to-day issues that do not require team discussion, input or agreement.
Involves fellow team members in collaborative or team-empowered decisions based upon the company's vision & mission
Assist in worksite analysis such as identifying unrecognized potential hazards and work-related injuries by participating in a safety committee
Identify areas to improve the operational integrity of claims management processes.
Work with Transportation to dispute and process carrier charge backs
Identify and communicate areas for process improvement to management
Aid the development of customer input into Supply Chain strategic initiatives and annual plans. Lead the development of system developments and mitigate manual work and/or future expenses
Propose new processes to drive continuous improvements and reduce inefficiencies
Support order management team goals and initiatives to become a more proactive customer support organization.
Ability to be flexible while able to drive for results, even when all the requirements have not been defined.
Must demonstrate capability of thoroughly reviewing and sense-checking results so that analysis is right the first time.
Aptitude to understand the broader business contexts of the industry, and the ability to judge considerations (cost, service levels, lead times, etc.) are most important within those contexts.
Critical thinking and problem-solving skills.
Ability to work with teams, cross-functionally, and contribute positively to projects.
Ability to encourage team members to look for opportunities for simplification and improvements.
Ensure physical protection through proper use of PE (protective equipment).
Ensure compliance with applicable occupational safety and health regulations
Qualifications
Intellectual:
Collaborative
Barcel USA LLC is an equal opportunity employer with a policy that provides equal employment opportunity for applicants and employees regardless of race, color, religion, disability, gender, age, national origin, sexual orientation, gender identity, marital status, pregnancy, veteran status, or any other classification protected by law. This policy applies to all aspects of employment, including recruitment, hiring, promotion, compensation, reassignment, layoff, discharge, education, training, and all other working conditions.
This role requires us to work with multiple departments such as Planning, Logistics, Transportation, Brokers/Carriers, Supply Chain, Exports, Accounting, Logistics teams, along with working on other key initiatives that lead to customer requirements are met.
Lead the activities of the Customer Service dual role that supports our partners and key areas of business.
Work with other leaders to develop and implement strategic plans that meet our customers’ current and future supply chain capability needs and demand while improving productivity, quality, operations, & KPI's.
Work closely with the Quality organization to ensure the application and continuous improvement of Quality programs and rapid response to any quality-related events, this includes US & Exports operations
Resolve conflict requests and provide solutions by exercising high levels of influencing, negotiation, and communication skills.
Manage a high volume of Supply Chain requests or communications (via phone and/or email)
Collaborate with the next appropriate level of customer support to seek resolution to challenging inquiries/complaints, providing documentation and continual communication to customers throughout the process
Maintain accurate records of all internal and external interactions in the appropriate database/system (ORACLE, BITAM, Sales Force) Ensure the consistent & adherence of department policies and procedures.
Makes effective independent decisions representing day-to-day issues that do not require team discussion, input or agreement.
Involves fellow team members in collaborative or team-empowered decisions based upon the company's vision & mission
Assist in worksite analysis such as identifying unrecognized potential hazards and work-related injuries by participating in a safety committee
Identify areas to improve the operational integrity of claims management processes.
Work with Transportation to dispute and process carrier charge backs
Identify and communicate areas for process improvement to management
Aid the development of customer input into Supply Chain strategic initiatives and annual plans. Lead the development of system developments and mitigate manual work and/or future expenses
Propose new processes to drive continuous improvements and reduce inefficiencies
Support order management team goals and initiatives to become a more proactive customer support organization.
Ability to be flexible while able to drive for results, even when all the requirements have not been defined.
Must demonstrate capability of thoroughly reviewing and sense-checking results so that analysis is right the first time.
Aptitude to understand the broader business contexts of the industry, and the ability to judge considerations (cost, service levels, lead times, etc.) are most important within those contexts.
Critical thinking and problem-solving skills.
Ability to work with teams, cross-functionally, and contribute positively to projects.
Ability to encourage team members to look for opportunities for simplification and improvements.
Ensure physical protection through proper use of PE (protective equipment).
Ensure compliance with applicable occupational safety and health regulations
Qualifications
- Five years' experience in Customer Service.
- Food or CPG Industry a plus.
- Bachelor's degree in supply chain management or related field a plus.
Intellectual:
- Analytical
- Problem Solver
- Decisive
- Detailed Oriented
- Organized
- Information Seeker
Collaborative
- Adaptable
- Assertive
- Team player
- Empathetic
- Personable
- Persistent
- Result-driven
- Self-motivated
- Goal-Oriented
- Ambitious
- Initiative
Barcel USA LLC is an equal opportunity employer with a policy that provides equal employment opportunity for applicants and employees regardless of race, color, religion, disability, gender, age, national origin, sexual orientation, gender identity, marital status, pregnancy, veteran status, or any other classification protected by law. This policy applies to all aspects of employment, including recruitment, hiring, promotion, compensation, reassignment, layoff, discharge, education, training, and all other working conditions.