FEATURED PROJECT: Remote Customer Service Leads- $45,000-$49,000
SALARY RANGE: $ Salaried $45,000-$49,000
OPENINGS: Multiple 3
HOURS: Part time, and F/T hours
3 positions needed, must be in EST or PST. Standard hours 9-5pm
Nationwide manufacturer that has been in business for over 80 years and has over 2,000 employee world wide.
Provide leadership for the daily operations of team members to meet the needs of the customer while supporting department and company service and financial goals and objectives.
Plan, organize, and manage the work of team members to ensure that department and company goals are understood and realized.
Manage the sales order process providing timely and accurate information to customers, including the ability to:
Initiate and accurately maintain Sales Orders
Provide timely and accurate order status updates to internal & external customers
Respond to customer and product inquiries
Initiate and manage debit memos, credit memos, and customer returns
Ensure we are meeting the needs of customers through effective use of and in collaboration with the commercial organization and other supply chain departments
Identify, lead projects, and implement improvements in Customer Service and Logistics Cost Out efforts and activities.
Utilize service and business analyses metrics & models for tracking customer trends and patterns considering the total cost of ownership and company goals
Participate as Customer Service liaison in monthly demand management and supply video conference meetings
Facilitate and actively participate in Customer Service video meetings as needed to meet the needs of the customer and the business
Act as Customer Service liaison to Business Team(s) ensuring the needs of the business are met. Serve as Customer Service and Logistics Representative and Subject Matter Expert (SME), as needed.
Participate in and influence the development of LATAM, ASPAC, and European Customer Service and Logistics processes including the Order Management process.
Achieve APICS CPIM and/or CSCP Certification (or a supply chain focused equivalent) within one year of employment.
Train staff to and individually exhibit effective communication with cross functional departments and customers to optimize the end-to-end supply chain and to improve overall customer experience.
Conduct annual performance reviews and administer employee development plans
Monitor work performance of team members and correct any performance defects
Participate in the interviewing and hiring process
Develop supply chain skill set to effectively deliver training to team members that allows them to provide optimal customer service related to:
Customer Relationship Management and Communication Protocol
SAP order entry and order management
Customer Service Measurement and Metrics
Customer Service strategy and process utilization, Analytics and Metrics
Develop and implement processes, analysis, and measurements to support future growth of the company, capture the customer experience, improve service and reduce cost to serve.
Drive implementation of the strategic vision for Customer Service with internal customers and direct reports
Participate in the development and implementation of strategic plans
Ensure Customer Service operations and support are aligned with Supply Chain, Business, and Company goals and objectives
Utilize customer feedback, financial, and business analytics, metrics & models for measuring the customer experience and balancing service offerings with the cost to serve.
Manage, monitor, and drive performance of Call Center and communications processes to ensure high level of customer service and satisfaction.
Lead, manage, and coordinate Stepan Supply Chain Execution Agreements (SCEAs) with customers to align operational expectations and identify and close any gaps in capability. Prepare documentation and manage periodic reviews of existing SCEAs.
Manage and produce weekly and monthly performance metrics capture the customer experience.
Customer Service Processes and Procedures:
Develop, maintain, and communicate processes and procedures to ensure the timely and efficient delivery of products and information to customers.
Provide Customers with timely and accurate order and delivery information
Function as key member of event management team providing customer service expertise while facilitating effective communication between sales/marketing, manufacturing, production planning and customers
Establish and maintain standard company customer service processes and procedures
Drive use of standard procedures, policies, and manuals
Provide coaching, training, and professional development to less experienced staff members through utilization of Stepan process and supply chain industry knowledge
Lead, develop, and implement continuous improvement processes to drive improved service and reductions in cost to serve in collaboration with other stakeholders and functions of the company
Manage and maintain customer orders in accordance with procedures and established customer service performance measurement systems
Develop and maintain effective internal controls to ensure high level of customer service
Assist with developing and implementing order management plans for key customers
Identify opportunities to optimize customer service and improve transactional efficiency
Other duties as required
Drive implementation of IT systems to support company operations, improve efficiencies, and meet customer expectations.
Partner with members of Supply Chain and others to proactively address customer service opportunities, drive process improvements, and ensure best in class practices
Provide training and drive optimization as it relates to Customer Service
Identify and drive technology improvements related to customer service and customer connectivity, including:
Electronic Data Interface (EDI)
Real-time customer service metrics and reporting
Point of delivery capture and reporting
Assist in maintaining Global Customer Services database
Seek and evaluate opportunities to improve transactional efficiency and/or eliminate non-value added transactions from the supply chain through the use of technology
1. Functional Competencies
Ability to balance strategic and tactical thought and action
Proven analytical and creative problem solving skills
Drive realtime operations to resolution
Ability to balance multiple priorities and manage time appropriately
Knowledge of carrier operations and pricing mechanics
Solid knowledge of IT infrastructure and tools in a global environment including ERP systems
Strong skills in Excel, Word, and PowerPoint
2. Interpersonal Competencies
Communicate effectively and build relationships with representatives of partner organizations
Excellent written and oral communication skills
Ability to work cohesively with multiple teams
Attention to detail and an analytical and business acumen
3. Leadership Competencies
Ability to motivate and manage team members to meet department goals
Excellent organizational skills, ability to prioritize demands and multitask to complete objectives
Ability to interact with and influence department leadership
Comprehensive Benefit Package
Equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law
DO NOT CALL, Resume Portfolio / VA Websites will be reviewed online and applicants will be contacted directly. Must have VOT resume profile and website available for review
Submit the form below. Provide your email address and link to your VA website. Company will contact you through VOT or contact information on profile to arrange your telephone interview. Interviews are being scheduled now – apply now!