Customer Experience Specialist Jobs

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:

• Confirm receipt of orders to customers
• Responsible for performing daily EDI PO Price Match verification. Keeping records for auditing purposes. (referencing: EDI Pricing Discrepancy SOP)
• Create associated documentation (ie: Trade Sales and Export Sales)
• Maintain requirements in customer’s vendor sub-systems
• 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
• Schedule dock appointments for CPU customers and maintain appointments within the scheduling application
• Creation and scheduling of inter-plant transfers to ensure on-time available inventory for orders
• 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.)
• Management of delivered orders through in-house Transportation Department
• 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
• 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
• Responsible for timely and accurate account /orders management for various customers, assigned to Region Commercial Team, via direct communication with the account’s buyers.

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:

• Participate in team initiatives to further continuous improvement
• 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

Requirements
Education & Experience:

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