Customer Solutions Associate

Job Description

We are seeking a dedicated and detail-oriented Associate to join our team. The ideal candidate will have a strong business acumen and be eager to work hard, gain experience, and get their foot in the door. This role involves managing order processes, resolving customer issues, and ensuring efficient logistical operations.

Responsibilities

Demand Capture:

• Identify and resolve demand capture failures within defined Service Level Agreement (SLA)

Order Filter:

• Regularly monitor open orders according to the Daily Activity Schedule and ensure adherence to the tasks and cadence
• Collaborate with customer or cross functional business partners to resolve blocked orders within SLA
• Optimize orders for logistical efficiency (e.g. maximize payload, grouping / splitting orders)

Order Fulfillment:

• Contact customer when required due to Out of Stock or Stock Allocation issues
• Collaborate with Order Fulfillment team to resolve issues preventing delivery note creation (e.g. delivery block)
• Contact customer and propose resolution if issues identified post-delivery note due to Transportation or Warehousing issues (such as appointment scheduling, delivery delay, picking issues etc.)

Returns and Refusals:

• Be principal customer contact for capturing, creating and registering all return requests
• Assess compliance of Return Requests according to Market Return Policy Conditions
• Obtain authorization from Sales for return requests that exceed Market Return Policy Thresholds
• Validate returned product is in sellable condition and ensure all relevant documentation is provided for analysis of credit / debit value
• Coordinate destruction or donation of goods when physical return is not warranted
• Ensure refusals created by the OS&D team in Transportation contain appropriate order reason code and correct pricing prior to billing
• Analyze reasons for refusals and contact customers to propose mitigation actions to reduce / eliminate in the future

BILLING:

• Collaborate with Billing in the resolution of billing issues that require customer contact

ADDITIONAL RESPONSIBILITIES:

• Collaborate with key stakeholders and business partners (such as CFSC, Sales, Logistics, COC etc.) to ensure the quality of processes are aligned to meet the business and customer needs
• Provide 360° visibility on status of orders to customers and internal teams
• Apply appropriate root cause reason codes following global Reason Code Methodology
• Identify, analyze and initiate the escalation process based on escalation criteria
• Drive and encourage continuous improvement mindset applying NCE methodology
• Participate in NCE operational review meetings

Essential Skills

• Strong Excel skills, including pivot tables and VLOOKUP.
• Strong attention to detail and communication skills.
• Analytical and problem-solving skills.
• Proficiency in Microsoft Office.
• Experience in customer care.

Additional Skills & Qualifications

• Bachelor's Degree in accounting, finance, or supply chain is preferred. Other degrees will also be considered.
• Strong business acumen.
• Experience with SAP is a plus but not necessary.
• Personality traits: eager to learn, hardworking, and keen to gain experience.