This position provides a single point of contact to our customers for order management by acting as a liaison between the Customer and various internal Post Consumer Brands departments. Individuals in this role build customer loyalty and confidence by receiving incoming calls/e-mail, entering/managing orders, answering questions, resolving issues and advising customers of stock availability and delivery schedules. Responsibilities also include managing the order mismatch process, managing customer data, order quality improvement, and Customer inventory management.
Responsibilities and Accountabilities
o Process EDI orders or enter orders manually into system.
o Validate orders meet Post Consumer Brands order guidelines and pricing and promotions are correct by partnering across internal departments and with the customer.
o Timely resolution of any order issues so that customer's requested delivery date can be met
Maintain and enhance the relationship between Post Consumer Brands and the customer by serving as the point of contact for all matters related to order fulfillment.
Communicate with customer and internal partners, including Sales, Supply, Warehousing, Transportation, and many more, regarding any potential service risk (product shortages, late trucks) and other potential issues and opportunities.
Partner with Accounts Receivable to understand customer deductions in order to reduce fines and fees.
Partner with Credit to ensure orders are released from credit hold in time to support customer's request date, or to allow for proper communication with the customer if request date will not be met.
Provide root cause analysis on systemic service failures, and implement corrective action.
Enter Credit/Debit memos to ensure customers are accurately charged for our products.
Identify and participate in problem solving activities to improve supply chain processes.
Document standard work practices within Customer Solutions department and continuously look for opportunities to enhance and improve processes.
Lead and/or participate in tracking cost-savings projects.
Education: Four-year degree is preferred from an accredited institution, preferably in Supply Chain, Business, or related field.
Experience: 1+ years in a Customer Solutions or Sales role (manufacturing environment preferred)
Strong communication skills, both written and oral, with the ability to de-escalate situations as needed and communicate across functions internally and externally.
Able to successfully manage conflict, as well as manage multiple competing priorities.
Solid knowledge of Supply Chain, Customer Order Fulfillment, Logistics and Sales Functions.
Ability to work in a team environment and provide back up for others
Proficient in the Microsoft suite of Office products.
o Think Critically (Analysis): Gathers and analyzes information to better understand problems and opportunities
o Win Together: Be able to collaborate and build relationships within and across teams and with customers
o Actively Influence: Creates opportunities to influence others' ideas, decisions, and plans
o Drive for Results: Acts quickly to address critical issues and opportunities
o Manage Execution: Focuses efforts on the key factors that drive PCB's success
Post Holdings and Post Consumer Brands provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, status as a covered veteran and any other category protected under applicable federal, state, provincial and local laws.