Customer Experience Specialist

The Customer Experience Specialist is responsible for providing customer service to internal and external customers through the execution of the department�??s objectives and tactical plan for our corporate business growth. The position will proactively address service issues and customer concerns to be viewed as a solutions partner and to improve Refresco's ability to react and effectively respond to customer needs. The position is responsible for ensuring every Customer�??s order is shipped complete and on time.

Essential Functions:

• Responsible for timely and accurate account /orders management for various customers, assigned to Region Commercial Team, via direct communication with the account�??s buyers.
• Perform daily audit of open orders, including research and rescheduling of orders that are still open from the previous day
• Review orders for completeness and accuracy. Acquire needed information and/or approvals prior to releasing order for shipment (i.e.: pricing discrepancies, approval to ship close-dated cases, etc.)
• Schedule dock appointments for CPU customers and maintain appointments within the scheduling application
• Management of delivered orders through in-house Transportation Department
• Coordinate with Manager, Client Supply Chain, Production Planner, Supply Chain Director, Warehouse Manager, to ensure that additional product requirements (promotion planned, new DC/store, etc.) received from customer contacts are communicated and understood
• Directly responsible for determining whether substitutions/date changes are required for order fulfillment based upon projected shortages as compared to planned production / scheduled transfers/aging inventory
• Confidently build strong customer relationships while supporting sales personnel in identifying customer order practices that are inconsistent with Refresco service level agreement; to resolve issues and identify process improvements
• Manage the cost-effective depletion of close dated/aged inventory and discontinued items at company-owned bottling operations and at co-packer locations
• Confirm receipt of orders to customers
• Maintain requirements in customer�??s vendor sub-systems
• Responsible for performing daily EDI PO Price Match verification. Keeping records for auditing purposes. (referencing: EDI Pricing Discrepancy SOP)
• Creation and scheduling of inter-plant transfers to ensure on-time available inventory for orders
• Create associated documentation (ie: Trade Sales and Export Sales)

New Products and Processes:

• Review of the IDOC reports to ensure that EDI errors are corrected and customer files are updated to include new items; communicate data revisions to MCSC
• An intricate part of a cross-functional team established for implementation of new products and/or new customers Monitor reports (SPEeD) of new product implementation to keep informed of pending new customers and/or production as needed

Lower Total Delivered Costs:

• Provide A/R with invoice management assistance to resolve short/overpayments and claims; communicate issue, root cause and resolution to internal and external customers in a timely manner
• Manage returns, damage claims and complaints; communicate cause and resolution to affected/responsible business partners, assign action items to appropriate personnel and ensure approval is obtained
• Ensure root cause accuracy and completeness of Supply Chain Key Performance Indicators
• Participate in team initiatives to further continuous improvement

Requirements

Education & Experience:

• Three (3) to five (5) years position related experience required. Bachelor's degree within related field preferred.
• Experience in the consumer package goods industry and customer service environment/sales required.
• Two (2) years experience in Microsoft Office programs (Word, Excel, PowerPoint, Access, Outlook) - MRP systems.
• SAP experience required.