Customer Solutions Associate

Hybrid role - 3 days Onsite and 2 days Remote

Job Description:

• SCHEDULE: Monday to Friday, 40 hours per week. The typical schedule starts between 7:00 AM and 9:00 AM and ends 8 hours later. For example, 7:00 AM to 3:30 PM, 7:30 AM to 4:00 PM, or 8:00 AM to 4:30 PM.
• Willingness to work various shifts according to customer time zones or 7-day operations.
• WORK LOCATION: Solon, OH Office. On-site presence is required on Tuesday, Wednesday, and Thursday, with the option to work from home on Monday and Friday.

Position Summary: 

• The Customer Solutions Associate functions as the principal contact for customers, committed to providing outstanding customer experience by efficiently handling orders, ensuring effective communication, improving operational efficiency, and reducing waste throughout the Order to Cash process.

PRIMARY RESPONSIBILITIES:
Manage Customer Service:

• Drives customer satisfaction by consistently delivering high quality service.
• Consistently strive to achieve on-time and in-full deliveries (OTIF) to meet customer expectations.
• Identify and resolve demand capture failures within defined Service Level Agreement (SLA).

Order Filter:

• Regularly monitor open orders according to the Daily Activity Schedule and ensure adherence to the tasks and cadence.
• Work with customers and business partners to clear blocked orders within SLA.
• Optimize orders for logistical efficiency (e.g. maximizes payload).

Order Fulfillment:

• Contact customer when required due to Out of Stock or Stock Allocation issues.
• Collaborate with Order Fulfillment team to resolve issues preventing.
• Contact the customer to propose a resolution if issues are identified after the delivery note, due to transportation or warehousing concerns (such as appointment scheduling, delivery delay, or picking issues).

BILLING:

• Collaborate with Billing in the resolution of billing issues that require customer contact.

ADDITIONAL RESPONSIBILITIES:

• Collaborate with key stakeholders and business partners (such as CFSC, Sales, Transportation, COS etc.) to ensure the quality of processes are aligned to meet the business and customer needs.
• Provide 360° visibility on status of orders to customers and internal teams.
• Apply appropriate root cause reason codes following global Reason Code Methodology.
• Identify, analyze and initiate the escalation process based on escalation criteria.
• Participates in Client operational review meetings.

EDUCATION REQUIREMENTS:

• High School Diploma required.
• Undergraduate degree strongly preferred.

EXPERIENCE:

• Preferred: 1-2 years of Supply Chain experience in Order Management, Distribution, Inventory Management, Transportation, and Planning.

SKILLS:

• Excellent written and verbal communication skills.
• Strong analytical aptitude with proven ability to analyze and interpret data.
• Developed problem-solving skills.
• Proficiency in Microsoft Office applications (e.g. Word, Excel, Outlook).
• Intermediate level Excel skills, including experience with large data sets and familiarity with creating and using v lookups and pivot tables.
• Proficiency in SAP and Power BI is preferred.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Ability to work independently with minimal supervision.

About us:
At our organization, we take our mission and values to heart! We are on a mission to offer more and better jobs all over the world! Our goal is to care for you while you care for our clients and get you paid the highest pay possible. All our associates working with us are expected to embrace our RACE values: R - Results Matter, A- Approachable, C - Care, and E - Emergency i.e. work with a sense of urgency.

For more relevant job opportunities please visit our website: Denken Solutions Careers