Customer Experience Specialist

Job Title: Customer Experience Specialist

Reports to: General Manager

Shift: Monday-Friday, during normal business hours

Job Summary

The Customer Experience Specialist is responsible for supply chain and product planning for specific customer accounts. Along with throughput planning, the Customer Experience Specialist works with customers to expedite orders, track deliveries, resolve shipping errors, and to maintain accurate records by following established Company guidelines. As the single point of contact for customers, the Customer Experience Specialist interacts with them on a regular basis for planning, new product development, and problem solving. They must also understand all supply chain disciplines including vendor order placement, customer cost savings initiatives, problem resolution, and delivery performance for an unlimited range of products and services.

Supervisory Responsibilities

N/A

Essential Duties

• Create forecast and demand planning of high-volume customer specific products.
• Create customer quotes.
• Place Purchase Orders with external suppliers and Work Orders with internal production.
• Maintain inventory levels based on established KPIs.
• Work directly with customers on inventory needs.
• Work directly with customers/vendors on new product development and launch.
• Communicate clearly with customers and outside sales on planning inventory levels for ads and promotions as well as for special order status.
• Cooperate with outside sales and customers on miscellaneous projects and initiatives.

Required Skills and Abilities

• Working knowledge of supply chain KPIs, margins, inventory turns, costs, profit, and loss, etc.
• Working knowledge of Microsoft Outlook, especially related to personal time management.
• Working knowledge of the process and procedures that relate to the sales department’s “internal customers”
• Strong analytical skills.
• High energy and sense of urgency to meet internal and external customer expectations.
• Highly motivated; possesses the desire to set and meet high performance standards based on excellence for the benefit of the customer, the individual, team members, and internal customers.
• Maintain professional appearance and ethical conduct.
• Team-oriented mindset and a passion for excellence.
• Ability to communicate in both the written and spoken language of English to a level that will allow the safe and effective performance of the job.

Education and Experience

• Knowledge of supply chain principles and processes normally obtained through a 4-year degree in Supply Chain Management or equivalent work experience.
• Minimum of 3 years of relevant work experience in supply chain management.

Physical Requirements

• Ability to sit, stand, walk, and move around for extended periods of time.
• Proficiency in using hands, fingers, and arms for tasks such as typing, writing, operating machinery, assembling products, etc.
• Sufficient visual acuity to read documents, operate computer equipment, and recognize details at close and distant ranges.
• Ability to hear and understand verbal communication, as well as detect warning signals or equipment malfunctions.
• Work is typically performed in an office environment though certain tasks/projects may occur outside or in a warehouse/manufacturing environment
• Safety glasses, stee/composite toed shoes, hearing protection, and high visibility gear is required when working in a warehouse or manufacturing environment.

Company Culture & Values

• A Commitment to Our Purpose (COMMITTED PEOPLE) – Our mission is to serve and build up our customers, suppliers, communities, and each other, guided by the principles of our Lord Jesus Christ. The commitment to serving and building up is easily seen in those employees that exemplify this value.
• Without Our Customers We Are Nothing (CUSTOMER FIRST) – We realize that we are blessed to serve our customers and without them, our company does not exist. They rely on us for their success and that is a responsibility we cannot take lightly. Our focus must be on serving them with as seamless communication and access to products as possible.
• Kind, Humble and Positive (HUMBLE) – These positive traits do not mean being a doormat to others. But when a person is kind, humble and positive it comes through in their genuine caring for those around them.
• A Desire For “Expert” (EXPERTS) – Our people want to be seen as the experts in their specific roles. From how we convert a bag efficiently and with highest quality, to knowledge of the product portfolio, to desiring to know more about tax or human resource policy – the desire for “expert” drives us in each of our roles.
• Intentional Growth – Developing of Self and Others (PERSONAL GROWTH)– Times, tools, and customer expectations change. Our team members are interested in developing themselves and those around them. We know that a stronger team is one that makes our customers and our fellow employees happier.
• Strong Work Ethic (HARD WORKERS) – The commitment to serve those around us is honorable and we respond to this by putting our strongest effort into that purpose.
• High Expectations of Self and Others (HIGH EXPECTATIONS) – We expect ourselves, and those around us, to put in our best effort. When others struggle, we help them align towards perfection. When we struggle, we are open and humble to hear it and course-correct accordingly.
• If It Isn’t Safe, We Don’t Do It (SAFETY) – All people deserve to return home to their loved ones safely and work in an environment where they can best execute their tasks safely. When choosing between safety and profit, safety and efficiency, safety and feelings, safety, and “x” – we choose safety.

Travel Requirements

This position requires occasional overnight travel and occasional travel within the workday.

Driver Qualification

The ability to drive a company owned/leased vehicle or personal vehicle on behalf of the company may be required. Inclusion in the company’s driver qualification program is required to drive a company owned/leased vehicle or personal vehicle.

Becoming a qualified driver includes:

• Agree to the company driving policies that apply to company owned/leased vehicle or personal vehicle as applicable.
• Possess and maintain a valid driver license and be a minimum of 21 years of age.
• Maintain an acceptable driving record, as evidenced by completion of a baseline motor vehicle record check and ongoing monitoring.
• When driving a personal vehicle on behalf of the company, must provide a copy of the declaration page from personal auto insurance that shows the policy dates and minimum coverage amounts ($300,000 bodily injury per accident/$100,000 property damage per accident or if driving less than 5 hours/200 miles a year $50,000 bodily injury per accident/$10,000 property damage per accident or the state minimum, whichever is more). This requirement is initially and then annually thereafter.

This job description is intended as a general outline of the primary responsibilities of the position. It is not intended to be an exhaustive or comprehensive list of all duties, responsibilities, or activities that may be required. The employer reserves the right to modify, add, or remove any responsibilities, duties, or activities as deemed necessary with or without notice.

Volm Companies is an equal opportunity employer and is committed to providing reasonable accommodation to qualified individuals with disabilities and other protected characteristics. If you require reasonable accommodation to perform the essential functions of the job, please inform us and we will work with you to address your needs.

Enjoy Comprehensive Benefits:

• Comprehensive Medical through UMR
• Cancer Decision Support for you and your family
• Basic Life Insurance/AD&D
• Supplemental Life Insurance
• Stay healthy with our Wellness benefit of up to $50 monthly for both you and your family!
• 24/7 access to our Employee Assistant Program (EAP) offered at no cost to the employee!
• Health Savings Account
• Dental/Vision coverage
• Short-Term and Long-Term Disability paid for 100% by the company
• Child Care Tuition Assistance $200 monthly for one or $300 for two or more!
• Paid Parental Time for the birth or placement of a new child
• Marketplace Chaplains
• Paid Holidays
• 401k profit sharing at 3% (+)
• Years of service recognition
• Paid Vacation that increases with years of service
• Paid personal days or paid sick leave
• Competitive Salary, leading the market