Duration: 1 Year Assignment
Client Location: Fortune 500 Company in Franklin Lakes, NJ
Work Schedule: 8:30am to 5pm
Pay Rate: $17 to $20 /hour
Benefits: ACA Compliant Medical Insurance
To Apply for immediate consideration please send resume to Leslie Brannon at Leslie.Brannon@onboardusa.com and reference job #12658 in the Subject Line and indicate the best times to contact you (please include nights and weekends if needed). Also, please indicate where you found this job posting.
**Candidates cannot begin an assignment without successful drug and background clearances.
- Annualized Income calculated from (Pay Rate) X 2,000 hours worked (50 weeks). This job is paid hourly and may be less than 2,000 hours
Purpose of Position:
We are hiring High Level SAP/Procurement Customer Service Representatives with experience with supply chain management. They will provide exceptional service to all internal and external customers through effective use of contact handling skills and techniques. Subject Matter Expert in products, process and policies. Responsible for meeting business objectives and targets as defined for this position.
Required:
Associates Degree
2 + Years SAP and BW/BI Experience
Good knowledge of supply chain practice in a manufacturing environment.
Able to influence without authority
Customer Centric
Excellent oral,written and presentation skills
Strong team orientation
Excellent interpersonal skills and service orientation.
Strong time management skills and the ability to multi-task.
2 + years prior experience in a contact center with a proven track record of meeting or exceeding performance targets.
Comfortable interacting with many levels of management.
Proven excellent proficiency in contact handling skills.
Proficient in Word, Excel, and PowerPoint
Continuous and versatile learner
Proven analytical ability
Sense of urgency
Self motivated
Learning Agility
Preferred:
Working knowledge of Access
Strong knowledge of supply chain
Responsibilities:
Act as primary contact for Key customers and coordinate activity/responses with internal stakeholders.
Supply Chain (Supply Chain Managers, Distribution, Transportation)
Planning
Marketing
Establishing direct contact with internal stakeholders Customers as required.
Monitor progress, response time to issues, opportunities, and escalate if needed.
Act as VOC (Voice of Customer) to internal stakeholders and the Business.
Continuity of Supply
Process and monitor all orders.
Central point person for implementation of allocation strategy – works with business planners to manage stock in short supply.
Problem solve with internal stakeholders to meet customer delivery expectations.
Provide internal stakeholders and the customer data reports and information on product status and availability.
Work closely with Planning to provide accurate product availability and allocation
Assist internal stakeholders in improvement efforts and escalate as required.
Customer Relationship Development
Work with SCM to identify key customer contacts & relationship building strategy.
Establish a cadence of communication with the key customers
Visit customers on a quarterly basis.
Attend meetings with customers as required.
Continuous Improvement
Assist in the establishment of best practices
Identify opportunities and participate in process improvement efforts.
Specific Items
Proactive Order Management – Receipt thru delivery
Backorder Management
Regular communications schedule with customers
Claims – Investigate and perform root cause analysis of service complaints and resolve to the satisfaction of the customer within established company guidelines
Compose accurate, prompt and appropriate replies to all customer contacts
Support first and second tier Customer Service reps on escalated customer issues
Work with business functions to ensure satisfaction, service and sales goals are met.
Assist in development, testing and piloting of new process and procedures.
Support promotional sales campaigns, product launches, cross sell or up-selling activities.
Represent COM department within Supply Chain and supported Business Segments on cross function teams and activities.
Participate in other projects as required
Participate in coaching, mentoring, and training activities
Measurement Reporting, Analysis recommendations
Lead point of contact for Contracted Price Discrepancies – investigate reported discrepancies through invoices, SAP assigned price and information provided by customer. Work with the Business Analytic’s / Contract Pricing teams, Accounts Receivable and Claims Resolution to remedy.
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