Customer Care Specialist I

JOB TITLE: Customer Care Specialist I

DEPARTMENT: Supply Chain

REPORTS TO: Customer Service Manager


SUMMARY: The Customer Care Specialist will work in a fast-paced and collaborative team environment. This role is responsible for managing day-to-day relationships and orders for complex, key customer accounts, ensuring proficient and knowledgeable customer service is provided with a sense of integrity and trust. Additionally, this position will effectively and pro-actively manage delivery issues through resolution. Providing regular feedback and pro-active communication to the customer and/or sales regarding the status of the accounts are essential requirements for this position. Our Customer Care Coordinator must be able to perform all job duties by following the required company and/or department processes in handling customer issues, product returns, documentation requests, same-day order entry, data maintenance and issuing accurate invoices to customers. The successful candidate will be reliable, able to balance multiple priorities and deliver excellence to external and internal customers.

DUTIES AND RESPONSIBILITIES:

• Work closely with manufacturing, logistics, credit, supply chain, technical, commercial, pricing, and other key stakeholders to ensure timely and accurate order processing
• Participating in department meetings as required
• Accurate order entry into ERP
• Timely delivery creation in ERP
• Provide relevant delivery down-stream documents to third party warehouse and customers
• Order review to ensure accurate creation of invoice consolidation
• Timely, accurate creation and issue of customer invoices
• Crediting, returning, rebilling customer orders as required
• Commutating Proof of delivery to customers
• Build logic templets to support portal uploads
• Uploading Invoices into portal for processing per customer requirement
• Uploading Proof of delivery into portal for processing
• Provide relevant documentation to customers and/or sales, i.e. SDS's and CofA's
• Manage sales support activity such as maintenance of pricing catalogs and pricing books in relevant portal interfaces
• Record delivery non-conformances in compliant system
• Support and assist in implementing and maintaining certified management systems ascribed to DK such as ISO 9001
• Maintain an understanding of the Quality policy and how they personally contribute to meeting DK objectives and goals
• Support and assist in implementing and maintaining the RCMS program
• Process rejections in ERP
• Record delivery non-conformances in compliant system
• Processing AP workflow in Datamatics
• Create Purchase Orders for indirect spend
• Other projects as required

SUPERVISORY RESPONSIBILITIES:

• This job has no supervisory responsibilities

QUALIFICATIONS:

• Education/Experience/Skills:

• High School diploma or equivalent and 2 - 4 years of related experience
• Associate's degree in Technical/Business

• Experience/Skills:

• 2 - 4 years' experience with an ERP System
• Ability to resolve difficult and complex issues and to work with cross-functional departments.
• Demonstrate organizational skills
• Demonstrate a sense of urgency, flexibility, and adaptability
• Proven ability to multi-task in a fast-paced and often highly stressed environment
• Willing to meet and exceed customer expectations daily with willingness to "own" situations as they arise
• Must have a level of proficiency with Internet, Email, Billing Portals and Microsoft programs

Work Conditions:

This position requires working in a standard office environment with moderate noise levels, primarily sitting at a computer workstation. Employees will need to be able to lift light objects, have close vision for computer work, and communicate effectively with colleagues and clients via phone, email, and in-person interactions.