Summary

In this role, you will act as a Customer Fulfillment Specialist managing a portfolio of OEM and Aftermarket customer accounts. Act as the main point of contact to the customer and provide delivery status of new make and repair orders (past due and come due orders). Engage and coordinate with the shop to provide clear and accurate commits to the customers. Act as the voice of the customer and help prioritize/escalate parts internally as needed to avoid further customer escalation to leadership. Collaborate with Order Management, Planning, Sourcing, Customer Programs and Sales teams to assure shop is set up for success to deliver orders on time to the customer. Continually look for process improvement opportunities to improve on time delivery and reduce delinquent orders with the customers.

Roles and Responsibilities

• Provide delivery commits through customer portals, spreadsheets, etc. and participate in customer calls as required.
• Review customer scorecards and reconcile late shipment data weekly/monthly. Assure customer scorecard is accurately updated to reflect correct on time delivery score after reconciliation.
• Build a relationship with OEM and Aftermarket customers to understand the demand requirements to be fulfilled. Support order book reviews/customer visits as required.
• Collaborate and coordinate across the different functions (Customer Programs, Sales, Order Management, Planning, Sourcing) to identify issues and implement projects to improve on time delivery and reduce delinquency.
• Engage with shops on delivery status/issues. Proactively inform customers of delivery issues and provide recovery plans to customer as required.
• Review finished good inventory and look for opportunities to reduce inventory and ship incremental sales.
• Actively participate in supply chain meetings reviewing high delinquency parts as well as customer critical parts causing engine line/work stoppage situations at the customer sites. Inform and escalate to Customer Programs/Site Leader as required.
• Interact with shipping team to resolve any portal/transportation issues and prioritize critical orders as required. Provide tracking information and missing documentation to customers as required.

Required Qualifications

• Bachelor’s degree from an accredited college or university (or a high school diploma / GED with a minimum of 4 years of experience in materials planning, production planning, fulfillment and/or supply chain)

Desired Characteristics

• Focused: quick learner, strategically prioritizes work, committed
• Humble: respectful, receptive, agile, eager to learn
• Transparent: shares critical information, speaks with candor, contributes constructively
• Task and prioritization skills; management of multiple workstreams
• Proficient ERP and Microsoft Office skills
• Strong oral and written communication skills
• 3 years of experience in materials planning, production planning, fulfillment and/or supply chain
• Challenges existing processes, critical thinker
• Leadership ability: strong communicator, decision-maker, collaborative
• Customer or supplier facing experience
• Demonstrated ability to analyze and resolve problems
• Lean Six Sigma training or process improvement accomplishments

Additional Information