CUSTOMER SERVICE COORDINATOR

The Customer Service Coordinator will be responsible for handling business-to-business customer orders from the point of entry to delivery. This position requires knowledge in customer service, order entry and logistics. Note that most of the work is handled by email with some telephone interactions. Primary customers are grocery stores and food service entities.

Note that this position is eligible for bonus (prorated based on hire date) on top of hourly rate and includes generous benefit package including employer-paid medical, dental and other benefits.

ESSENTIAL DUTIES & RESPONSIBILITIES

Following are examples of key responsibilities and are not an exhaustive list of all duties or responsibilities that are required. Duties may change depending on business needs.

• Customer order processing, which includes order entry and invoicing into web-based systems such as SAP, EDI, iTrade and Amazon Vendor Central.
• Be the first point of contact for customer inquiries such as pricing, product information, order/shipment status and issue resolution.
• Communicate with and assist buyers, brokers and sales personnel regularly with orders, deliveries, issues, etc.
• Freight/logistics: ensure that goods are shipped in the most timely and efficient manner according to customer requirements, plan the transportation route and payload, select the mode of transportation, tender the order for transportation, and track the shipment from pick up through delivery.
• Communicate fulfillment status and issues within the organization including Supply Planning, Logistics Management, Sales, and Customer Service.
• Perform administrative tasks consisting of invoice approvals, routing, tracking and completing BOL’s, Pick-up Sheets and related documents.
• Perform other duties as assigned.

KNOWLEDGE, SKILLS & COMPETENCIES:

• Strong analytical and problem-solving skills: ability to use data to determine best path forward and in general have a solution-oriented mindset.
• Excellent ability to build and maintain cross functional working relationships in a team environment and with all levels within the organization.
• Strong organizational skills and close attention to detail.
• Ability to deal with and adapt to changing objectives, deadlines, and priorities beyond one’s control.
• Excellent project management and communication skills: can effectively lead a project from beginning to end and facilitate necessary communication across key stakeholders to drive alignment.
• Ability to take initiative and work autonomously -- can run with something from beginning to end.
• Strong ability to work independently and remain self-motivated with minimal direct supervision.
• Strong ability to remain calm and unemotional in stressful situations.
• Work well with ambiguit -- ability to navigate in the grey and asks the right questions to get at the solution.
• Foster creative thinking and ideas -- not afraid to think outside the box and champion a creative idea.
• Identify and resolve problems in a timely matter; gather and analyze information skillfully; work well in group solving situations; use reason even when dealing with emotional topics.
• Balance team and individual responsibilities for group efficiencies; exhibit objectively and openness to other’s views’ able to build morale and group commitments to goals and objectives. Strong conflict resolution skills.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Minimum of three years of experience in customer service, logistics or related field.
• Strong customer service skills with proven ability to develop strong client relationships both internally and externally.
• Excellent interpersonal and communications skills with customers and staff at various levels.
• Strong date enter skills. Knowledge of SAP by Demand and EDI preferred.
• AA degree or higher preferred
• Ability to read and interpret documents such as operational and procedure manuals. Ability to write routine reports and correspondence. Bilingual preferred.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. Ability to covert weights and measures.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Have strong Microsoft Office skills; Excel, PPT and Word and the ability to quickly learn and use other critical computer applications necessary to do the role including to analyze and troubleshoot inventory discrepancies, develop and use spreadsheets, statistical analysis and trends.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

May be required to occasionally lift up to 50 pounds

Occasional bending, stooping and kneeling