Customer Service Representative (Retail Accounts Coordinator) - Full-time / Part-time

Job Title:
Customer Service Representative (Retail Accounts Coordinator)

Job Number:
1800001

Job Description:

POSITION SUMMARY

This position is responsible to interact with assigned customers managing the customers' account, orders, inquires, and concerns. This individual communicates and coordinates daily with internal departments (Sales, Forecasting, Logistics, Inventory...). Responsibilities include; evaluating orders, assigning priorities, reporting "on-time" and fill rate metrics, management of return authorizations and credits, obtaining and evaluating all relevant information to handle customer inquiries and complaints promptly, collecting and reporting POS (point of sale) information to Sales and Marketing as well as collaborating with manager on system and account management improvements. Candidates must possess strong written and oral communications skills, demonstrated critical thinking capabilities along with the ability to handle multiple varied tasks simultaneously.

POSITION PROFILE

Manage and track various order types from Retailers (ads, replenishment, Direct to Store, special programs) to ensure expeditious processing and compliance to Buyers and customers' policies.

• Work with Allocation Analyst to avoid out of stock problems. Use forecasting and ad schedules to create an early warning on any future inventory problems and or concerns.
• Track and maintain On-Time & Fill Rate percentages for each customer. Make recommendations for improvements to management.
• Daily review of scheduled transportation of orders for appropriate on-time delivery and minimize shipping costs by maximizing truck usage (i.e. extending arrival dates, calculating number of pallets per truck, combining multiple orders to one DC etc.)
• Provide daily and weekly POS information on assigned accounts to Sales and other Department Managers.
• Evaluate critical orders and inventory shortages and assign priorities, communicating need and requirements to Sales, Shipping, Traffic and Scheduling.
• Investigate; documents and resolve customer exceptions/deductions and drive to reduce eliminate these deduction and/or chargeback's.
• Identify research and resolve all pricing discrepancies and manage pricing system working with Sales Reps and customers for resolution.
• Receive customer order changes requests; research and determine financial and delivery implications and resolve any problems or concerns.
• Research issues/approve return goods request, assuring return will meet with BISSELL policy.
• Proactively inform sales/customers of situations that may cause a delay of shipment and recommend alternatives/solutions.
• Participate in vendor specific and opportunity specific teams to provide input and strategies that focus on both BISSELL and customer needs and concerns.
• Participate in meetings/trips with Sales Rep to specific customer facilities to maintain personal customer relations and assure that we are meeting customer requirements.
• Responsible for reviewing and interacting with customers' logistical websites on and on-going basis alerting management of changes.

May be required to perform other duties as assigned.

Job Requirements:

REQUIRED CORE COMPETENCIES for ADMINISTRATIVE JOB FAMILY

Interpersonal/collaborative skills Continuous improvement
Manage/Contribute to
Multiple Dynamic Priorities Actively seek and share information
Initiative

REQUIRED EXPERIENCE/EDUCATION

* Degree minimum: Bachelor's

• Specific concentration: Business or Supply Chain Management (preferred).
• Experience level: One-year business experience, minimum.
  
  PREFERRED EXPERIENCE/EDUCATION
  
  Some supply chain experience, retail accounts and order processing
  
  SPECIALIZED TRAINING OR SKILLS REQUIRED:

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