Customer Solutions Associate

Title: Customer Solutions Associate
Location: Solon, OH
Company: Fortune 100 Food & Beverage Manufacturing (FuseGlobal has worked with this company for 20 years)
Initial term: 8 months (position expected to run longer)
Schedule: On site Tuesday, Wednesday, Thursday; option to work from home Monday and Friday

About This Role: 

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.

What You'll Do:

Manage Customer Service:

• Drive 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.
• Contact 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.
• Participate in operational review meetings.

What You Bring:

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

Compensation & Benefits:

• $29.00 per hour overtime
• Medical insurance
• Dental insurance
• Vision insurance
• 401(k)
• Disability insurance
  
  

About FuseGlobal:
FuseGlobal is a partnership of people and brand-leading companies, working together to make things run better. For 25 years we have brought functionality to complex business and production processes and supply chains, resulting in enterprises that run smarter and more sustainably. Interested in digital manufacturing, industrial engineering, supply chain management, all-things tech, and energy & the environment? This is where we live. Engage with us!

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