What are the responsibilities and job description for the Customer Experience Specialist position at Ultimate Staffing?
About the Role
">We are seeking a skilled Customer Service - Order Processor to join our team at Ultimate Staffing. This role offers opportunities to grow into sales operations, supply chain coordination, or account management based on performance and interest.
Key Responsibilities:
- Enter and confirm all customer PO's in the ERP system within 24 hours of receiving.
- Work closely with the Shipping & Receiving team to confirm timely order picks, ensure FIFO practices, and align with customer-specific shipping requirements.
- Schedule deliveries with drivers and ensure appointment times are set with BIBO customers.
- Verify pricing is correct on sales orders by checking internal contract pricing.
- Provide all necessary information to the appropriate sales team member.
- Continually update all customers regarding product availability, ETAs, or new relevant product offerings. Monitor Production schedules to ensure the availability of raw materials, relabeling status, and order readiness.
- Coordinate cross-functionally with internal teams (Quality, Production, Shipping, Accounting) to ensure customer orders are delivered on time and meet their requirements (e.g., verifying expiration and shelf-life requirements).
- Schedule delivery appointments for customers.
- Process customer returns (RMA) within 48 hours of receipt. Proactively follow up with customers on complaints, urgent delivery requests, freight charges, and product availability.
- Professionally handle all incoming requests from customers, ensure all are resolved and customer is notified within 24 hours.
- Coordinate and allocate orders in the ERP system for the warehouse to accurately pick product.
- Track and follow up with Quality on product release timing, COA creation, and any hold-ups affecting order fulfillment.
- 3 years of Customer Fulfillment Experience.
- Able to multitask, prioritize and manage time efficiently.
- Excellent communication skills and problem-solving abilities.
- Outlook, Microsoft Excel and Word.
- Utilize basic Excel functions (e.g., SUM, VLOOKUP, IF statements, filtering, and sorting) to manage and analyze order and shipment data accurately.
- Ability to coordinate between multiple departments.
- Food manufacturing experience preferred.
- College Degree or relevant previous experience.
Requirements and Qualifications:
