Customer Service & Logistics Specialist

JOB OVERVIEW

At Memstar USA, we bring expertise and innovation to develop and supply economical and sustainable membrane technology solutions to treat the world’s drinking water and wastewater. Our Vison: To improve the quality of people’s lives with clean and safe water.

In a small, growing, global, business to business manufacturing environment, the Customer Service & Logistics Specialist:

• Collaborates across departments/functions to meet customer requirements and exceed customer service expectations;
• Implements appropriate cost-effective technology/software to track and improve order fulfillment processes and the customer experience that can grow with the company;
• Establishes, tracks, and reports on metrics and key performance indicators to optimize service levels, improve efficiency through optimization of packaging, warehousing and logistics, and ensure uninterrupted flow of order fulfillment.
• Performs life cycle activities in fulfilling orders - from inception in the sales cycle, to order acceptance, delivery, invoicing and payments – while addressing issues and keeping customers and company stakeholders informed throughout;
• As a key liaison to Memstar’s international customers, creates through Memstar’s supply chain, satisfied, repeat customers, by fulfilling orders for on time delivery and to specs;

JOB DESCRIPTION

• Verify and retain detailed accurate records of outgoing shipments and related logistics elements, while communicating and providing appropriate records and tracking information to customer.
• Invoicing and Payments: Generate and issue timely invoice to customer and ensure apt payment from.
• As needed, assist warehouse with outgoing shipments including addressing, weighing, stamping and shipping packages and if needed forklift operations to bring orders to dock and load freight to outgoing trucks. Makes sure customer order is on shipping truck.
• Sales Contracts, Pricing & Vendor Assessments: Work with the Sales team and customers to fulfill requests for product samples and ship to customer in a timely and cost-effective manner. Accurately document and track sales contracts terms and conditions. Work with new customers to complete their vendor/supplier assessment of Memstar.
• Purchase Orders: Validate order bookings/requisitions in the form of purchase orders from customer are correct and in alignment with sales contract terms and conditions, resolves outstanding issues.
• International Shipping & Logistics: Execute outbound logistics operations including transportation and warehouse activities and logistics quality management. Proactively communicate, secure, schedule and monitor best freight carrier shipping quotes for on time customer delivery of shipments, eliminating downtime/delays between completion of finished goods, packing, shipping and delivery. Prepare and execute all documents for shipment, including insurance declarations, export and customs documentation, claims etc.,
• Validate products are being slit to customer specs, and upon passing of final QA/QC, verify product packing and preparation for shipment is meeting customer specs and proper standards, comparing information on packing slips with purchase orders for accuracy of shipment.
• Reporting Requirements: Monitor, compile and report on Key Performance Indicators (KPIs), metrics and financials (including cost variance drivers) – help leadership make data driven decisions to improve processes, create efficiencies & optimize order fulfillment.
• Inventory Control: Before accepting purchase order, check inventory for availability of finished goods made to stock, working with Manufacturing on best available time frames for completion of made to order finished goods. Maintain accurate count of inventory and its allocation for customer orders, and tracks location of finished goods. Execute inventory control procedures resulting in improvement of inventory variances.
• Customer Service: Confirm with customer, purchases orders have been received, and document and communicate acceptance terms of purchase orders, including when order will be ready to ship, shipping and delivery time frames/dates etc., and other terms and conditions, including timelines.

QUALIFIFICATIONS AND EDUCATIONAL REQUIREMENTS

• Though not required, CPIM APICS certification is a plus.
• 2-3 years of progressive experience in keeping orders moving smoothly: including analysis and maintenance of purchase orders, warehouse and inventory control, logistics and shipping operations, invoicing and payments.
• Associate's degree or similar in logistics, supply chain, business, finance, accounting, math, or engineering. Bachelor's preferred.
• Related multifaceted experience in an a. international b. business to business c. small manufacturing environment d. supply chain.

PREFERRED SKILLS\COMPETENCIES

• Knowledge of laws and regulations governing international shipment of products.
• Excellent verbal and written communication skills.
• B2B international customer relationship management and negotiating skills: demonstrated ability to establish rapport, maintain relationships, use data to influence decisions and resolve conflict in unclear situations.
• Knowledge of business finance and accounting principles and record keeping.
• Accuracy and keen attention to detail, monitoring: Able to factor in every piece of information that will lead to improved processes and reduced cost.
• Tech savvy using software and power apps to A. create and maintain project sites for team collaboration and sharing, and B. to automate and customize business processes with workflows, lists, forms etc.
• QuickBooks savvy: Has used QuickBooks as the organizing and filing system for customer order fulfillment through its life cycle - entering and tracking order fulfillment contracts, RFPs, POs, inventory, convert to invoices, document receipt of payments etc.
• Mathematical and Analytical: Use operational metrics, basic mathematics and statistics to manipulate numbers and quantities to generate summary date, analyze and report on financials and other technical data that can be used in making business related judgments.
• Familiar with quality standards and applicability to small manufacturing supply chain optimization.
• Understanding of manufacturing supply chain, logistics and key performance indicators and metrics and related concepts such as demand planning and forecasting, capacity planning, JIT production, and supply chain process improvement.
• Judgement and decision-making: Consider costs and benefits of potential actions, choose the most appropriate one, know when to act and what actions to take. Has optimized service levels, maintaining supply chain efficiency and minimized costs.
• Microsoft Office: Generate, document, manipulate data and report using MS Office / Excel and PowerPoint for presentation purposes.
• Planning, organization, problem solving and coordination: Plan, budget and organize different resources, gather and pass information between multiple departments/functions for logistical and operational purposes.
• Enterprise Resource Planning (ERP) software experience: Processing and tracking customer orders from inception through payment for small manufacturing enterprises.