Customer Experience Professional - MH

Purpose

The focus of the Customer Experience Professional is to provide primary customer service support and partner with outside sales to manage daily activities for their assigned customer accounts. The Client Experience Professional serves as the point of contact for customers’ requests and transactions, and coordinates fulfillment of shipping orders. The objective of the position is to assist in the sales process, making transactions easier for both the sales team and customers, while operating within M. Holland’s guidelines and procedures. 

Areas of Responsibility / Tasks

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

1. Area of Focus (In order of percentage of time spent on activity, importance and/or priority)

1. Order Management: Process customer purchase orders in the ERP system to generate order fulfillment, respond timely to customer and Account Manager fulfillment related requests, audit sales orders for accuracy, manage shipments according to logistics guidelines, and follow shipping processes to reduce costs.
2. Customer Communication: Provide customers with proper documentation and certifications, maintain customer-specs and requests within the system, communicate order status (including backorders, blanket/call-off orders, future order confirmations, and shipping notifications).
3. Company policy and culture: Understand and follow company policies and guidelines while processing orders, Account Manager, and Customer requests.
4. Interdepartmental Coordination: Coordinate and own the order flow across multiple departments, submit accurate and complete requests/paperwork to other departments, and have basic knowledge of other departments' duties to field customer inquiries.
5. Team Contribution: Assist with coverage during absences, actively problem-solve by seeking better alternatives, stay up-to-date on company developments, participate in daily management calls and assist with additional projects as needed.
6. Process Improvement: Evaluate and make recommendations to management regarding business practices.

1. All other duties as assigned

Supervisory Responsibilities

1. Not Applicable

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.           

1. Non-Quality RMA target. Less than .25% of orders shipped and returned due to non-quality issues.
2. Released to transportation. At least 90% of validated orders released to ship within lead time.
3. SO – PO linking, measures how accurate load dates are for open sales orders in relationship to the expected ETA of the inbound PO.
4. Expired blankets/call off orders.
5. Price fix, measure the number of orders that have shipped/released to ship that are on a billing hold/price fix “no”.
6. Ravago Target Delivery Date, measuring the accuracy of the RTDD dates, taking into consideration lead time, warehouse receipt and transit time for made to order materials. The goal is to set realistic delivery dates at order entry with the customer.

Minimum Qualifications/ Education / Experience / Certifications

1. Education:
   1. Bachelor’s degree preferred
   2. Equivalent experience considered in lieu of degree
2. Experience:
   1. Experience in distribution and supply chain preferred
   2. 0-2 years of related experience
3. Licenses / Certifications:
   1. Valid driver’s license - required
4. Language:
   1. Proficiency in English required
   2. Bi-Lingual – Spanish or Portuguese is a plus

Work Environment / Conditions

The work environment/conditions described herein are representative of those that an incumbent may experience, and therefore

1. Must be adaptable to work in a shared space, with constant noise, with/or without the use of a private office.
2. This is a hybrid role based out of Northbrook, IL

Physical Requirements / Demands

The physical demands described herein are representative of those that must be met by an incumbent to successfully perform the essential functions of this job. *Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions & physical demands of this role.

1. While performing the duties of this job, the incumbent is regularly required to communicate verbally, read, and comprehend information, type on a consistent and daily basis.
2. While performing the duties of this job, the incumbent is regularly required to travel by foot, car, bus, airplane, or other means of transportation which require sitting, waiting, and standing for long and short periods of time.

Compensation: $27.00 - $29.00/Hour with bonus potential

Acknowledgement:

This job description is not an exhaustive list of areas of responsibility or tasks that an incumbent in this position may be asked to perform. All Employees are required to deliver the desired results intended for their role, at the designated level of knowledge, skill, and ability commensurate with their job title and level within the organization. 

Salary : $27 - $29