Customer Solutions Associate

Customer Solutions Associate

Location: Seattle, WA

Company: Fortune 100 Food & Beverage Manufacturing (FuseGlobal has worked with this company for 20 years)

Initial term: 12 months (position expected to run longer)

Schedule: Tue-Th onsite (Mon/Fri WFH), 6:00am - 2:30pm

About This Role:

Seeking a Customer Solutions Associate to serve as the primary point of contact and advocate for the customer and be responsible for optimizing orders while driving efficiency and minimizing waste throughout the End-to-End Order to Cash process flow.

What You'll Do:

Manage incoming calls through our Genesys phone system

Receive and submit orders on behalf of customers

Facilitate customer credit requests

Maintain account settings, including updates within CRM and other applications

Track orders through various transportation tools and at times collaborate with carrier customer support for escalations

Suggestively sell and inform customers about new and existing products or programs

Identify and resolve demand capture failures within defined Service Level Agreement (SLA)

Regularly monitor open orders according to the Daily Activity Schedule and ensure adherence to the tasks and cadence

Collaborate with customers or cross-functional business partners to resolve blocked orders within SLA

Optimize orders for logistical efficiency (e.g. maximize payload, grouping / splitting orders)

Contact customer when required due to Out of Stock or Stock Allocation issues

Collaborate with Order Fulfillment team to resolve issues preventing delivery note creation (e.g. delivery block)

Contact customer and propose resolution if issues identified post-delivery due to Transportation or Warehousing issues (such as appointment scheduling, delivery delay, picking issues etc.)

Be principal customer contact for capturing, creating, and registering all return requests

Assess compliance of Return Requests according to Market Return Policy Conditions

Obtain authorization from Sales for return requests that exceed Market Return Policy Thresholds

Validate returned product is in sellable condition and ensure all relevant documentation is provided for analysis of credit / debit value

Coordinate destruction or donation of goods when physical return is not warranted

Ensure refusals created by the OS&D team in Transportation contain appropriate order reason code and correct pricing prior to billing

Analyze reasons for refusals and contact customers to propose mitigation actions to reduce / eliminate in the future

What You Bring:

Undergraduate degree strongly preferred

2 years' experience in Customer Care, Order Management, Distribution, Inventory Management, Transportation, Demand and Supply Planning etc. is preferred.

Excellent written and verbal communication skills

Excellent analytical aptitude with a proven ability to analyze/interpret data

Well-organized, methodical thinker with excellent decision-making skills

Strong and creative problem-solving skills

Proficiency in Microsoft Office applications (e.g. Word, Excel, Outlook)

Proficiency in SAP and Salesforce or similar CRM

Ability to work in a fast-paced environment and handle multiple priorities

Ability to work independently with minimal supervision

Compensation & Benefits:

Up to $29.50 per hour + overtime

Medical insurance

Dental insurance

Vision insurance

401(k)

Disability insurance

About FuseGlobal: FuseGlobal is a partnership of people and brand-leading companies, working together to make things run better. For 25 years we have brought functionality to complex business and production processes and supply chains, resulting in enterprises that run smarter and more sustainably. Interested in digital manufacturing, industrial engineering, supply chain management, all-things tech, and energy & the environment? This is where we live. Engage with us!