SUMMARYThis position serves as a key contact for enforcing customer compliance requirements and managing exceptions for supply chain at all Distribution Centers and plant shipping floors. This position also validates daily complaints through internal tracking systems for customers and internal departments. This role will work to fulfill logistics services to Pelican customers and plays a key role in managing those relationships. PRIMARY DUTIES AND RESPONSIBILITIESServes as primary contact for distribution centers and transportation management provider to resolve real-time complaints issued from customers. Communicates any shipping delays to the customer and alerts shipping departments of various sites to conduct dock checks and review shipping records/bills of lading.Fields customer shipment complaints and conducts investigation to determine root-cause analysis of shipment delay or not following shipment instructions/routing guides, including contacting Pelican Shipping Department or Contract Logistics Provider to address customer issue.Resolves Advance Ship Notice Failures by either resending a manual copy or working with IT Department to provide electronic version to the customer.Provides information to and compiles reporting to distribution center management in areas of logistics non-compliance. Monitors product in-transit timing from manufacturing plants to distribution centers and produces a daily report.Reviews non-trackable shipments, investigates why shipments are not visible to the customer and provides updated information to the customer.Responds to general customer inquiries including but not limited to order readiness and Will Call / Pickup requests. Duplicates or reprints, missing packing lists, or certificates of compliance to customers if requested.Maintains customer requirements, EDI conditions and carrier routing in the ERP customer master system and aligns data with distribution center’s warehouse management systems and transportation management provider systems.Supports, updates, and tests Order to Cash platform of any carrier system changes. Primary contact for any issues related to communication between Order to Cash platform and carrier systems. Works in creating, communicating, and implementing process documents related to customer logistics compliance requirements related to loading, consolidation, labeling, outbound shipments, to be in alignment with Pelican customer needs.Investigates customer chargebacks, warehouse, and transportation claims. Liaison to transportation management system provider for transportation claims. Follows company policies and practices as outlined in the Employee Handbook and/or applicable employment agreement. Follows safety guidelines and procedures in accordance with the job.Performs additional duties as assigned. JOB REQUIREMENTSIntermediate knowledge of data mining and analysis.Intermediate knowledge of logistics processes, inbound and outbound.Intermediate knowledge in MS Office SuiteExcellent written and oral communication skills PREFERREDBachelor’s Degree in Operations Management or related field.1-2 years’ experience in supply chain performance management.1-2 years’ experience with ERP SAP preferred. Warehouse Management Systems/Transportation Management Systems capabilities, preferred ADDITIONAL INFORMATIONActively supports and complies with Pelican’s objectives, guidelines and commitment to Quality and Safety, with an emphasis on continual improvement.Must be able to interact effectively and cooperatively with employees at all levels.Must have the ability to complete assignments within the timeframe specified by the Manager.Must be flexible regarding working hours. Must be able to work evenings and weekends, with or without advanced notice.Must be able to operate in a fast-paced environment and handle multiple projects simultaneously.Must be able to travel, nationally as necessary. PHYSICAL REQUIREMENTS AND WORKING CONDITIONSWhile performing the duties of this job, the employee will be occasionally required to execute standard physical activities within the facility areas (i.e. stand, walk, sit, use hands/fingers).While performing the duties of this job, the employee will be occasionally required to execute non-standard physical activities within the facility areas (i.e. climb or balance, stoop, kneel, crouch).Ability to lift and/or move up to 10 pounds and occasionally lift and/or move up to 20 pounds.