Role: The Logistics Specialist (LS) role plays a critical part on a sales team by serving as a bridge between the company and its customers. Their primary responsibility is to ensure a positive and satisfying customer experience before, during and after a sale. The role of a Logistics Specialist is to enhance the customer experience, drive customer satisfaction, and contribute to the overall success of the sales efforts. Logistics Specialists play a pivotal role in building and maintaining positive customer relationships, which can lead to long-term customer loyalty and increased sales revenue. In addition, the Logistics Specialist should foster communication and collaboration with all team members to ensure the overall success of the company. Logistics Specialists should feel empowered to proactively identify areas for improvement in the account management process and suggest enhancements to streamline operations and enhance the customer experience.
Responsibilities:
- Order entry, including creating order acknowledgments, sales orders, and vendor purchase orders in ProVision software. This includes entering/updating all sales prices and job costs and reconciling against vendor invoices and customer purchase orders in preparation for final billing.
- Coordinate display sample procurement and hi-res images on confirmed projects for submission to the customer. Ship display samples and compose an email to send high-resolution images to the customer.
- Create and maintain a digital job jacket (DJJ) in the Customer Jobs folder on the Shared network drive following the proper naming protocol. This folder should include all relevant files associated with the job. (Customer PO, Vendor PO, Customer OA, shipping documents, Vendor Invoices/Credits, Customer Invoices/Credits, important email, etc.)
- Once the DSP initiates a job in the Asana Project Management software, the LS will follow the workflow from production through customer delivery and returns completing each task as required.
- Coordinate on-time shipping of merchandise from vendors and/or GPS warehouse to customers (FLT/LTL/Parcel)
- Prepare and send customer communications relating to all phases of delivery and/or pick up from the customer's property(s).
- Communicate with vendor through the job to make sure project is on schedule. If communication is over the phone, send an email recapping what was discussed copying the vendor and DSP so there is no room for misunderstanding.
- Update supplier information in CRM (if requested).
- Attend key trade shows when relevant
- Attend vendor meetings and learn about new product and get vendor insight.
- Manage and process reorders after pricing and costs are confirmed with DSR counterpart.
- Once DSP initiates an ezGift Store in Asana, providing all necessary information and 4 weeks lead time, the Logistics Specialist will follow the ezGift workflow to successfully build the ezGift store in Shopify:
- upload images and send display samples to customer in advance of event
- set-up parameters as laid out in the build request
- generate redemption codes
- create hold PO to vendors/send final PO based on actual orders
- download orders at completion of event
- coordinate drop-shipments (or, if-specified, bulk shipments to customer)
- compile tracking log and confirm deliveries to customer
- send tracking log to customer
- prepare billing upload for ProVision using specified parameters
- Attend client shopping and EZ Gift events with sufficient notice.
- Build relationships with customers and their team members
- A key responsibility is identifying any customers and/or vendor challenges as they arise and communicate them to the DSP in an effort to find solutions to their problems.
- Provide clear and informed direction to vendors regarding proper shipment parameters/requirements.
- Collaborate with the sales team for seamless customer experience. AM should attend client meetings and communicate relevant information about customer preferences, issues, and feedback to help the sales team tailor their approach.
- Logistics Specialist, while not directly responsible for sales, can play a role in upselling or cross-selling by identifying additional products or services that might benefit the customer based on their needs. These suggestions should be communicated to the DSP.
- Logistics Specialists can assist in retaining existing customers, which is more cost efficient than acquiring new ones. The LS can contribute to customer retention by ensuring that customers are satisfied and addressing their concerns.
Qualifications & Experience:
- 2-4 years of customer service and B2B business experience
- Strong computer and Microsoft Suite, and Adobe skills
- Proven skills with customers
- The interested candidate can be trained to take on additional responsibility for an inside sales position or eventually Director of Strategic Relationships position, if desired.
Leadership Competencies and Personal Characteristics:
- Trustworthy with ethics and integrity demonstrated at the highest level
- Strong communication, time management, and prioritization skills
- Ability to multi-task in a fast-paced environment with regular interruptions
- Deadline-oriented with a strong sense of urgency
- Detail-oriented with a high level of accuracy
- Creative problem solver that can operate under short deadlines
- Team player with a willingness to chip in and do whatever is needed to get the job done
- Innovative problem solver that can operate under short deadlines
Team player with grit to do whatever is needed and persevere through any challenge
