Customer Service Coordinator NORAM

Job Title

At Novus, our goal as a company is to inspire every animal producer and owner on the planet. As relentless advocates for intelligent nutrition, we deliver advanced technology, rooted in scientific research, designed to help their animals reach their full potential.

Driven by our passion for science and our intrinsic innovation, we will transform the animal nutrition industry through the power of intelligent nutrition. Working alongside animal producers and owners around the globe, we will help create a world where we feed solutions instead of treating problems. Novus' employees help bring this Vision and Mission to life. Our employees support our customers in over 85 countries worldwide. We are always looking for dynamic people who share our mission to inspire animal producers and help animals reach their full potential.

General Responsibilities

Responsible for Premium Services management, ensuring customer and sales manager accounts are managed correctly. Manage the Customer Master Data Governance submission process to ensure accurate and timely entry of Customer Master Data as part of Novus's Order-to-Cash process. Utilize Novus's propriety vendor managed software system as a proactive tool to create value for Novus, monitor customer inventory and schedule deliveries with a goal of: (1) achieving a 100% service level, keeping sufficient inventory in customer tanks as defined by Novus' key performance indicators. Analyze daily exception reports and take appropriate and accurate follow-up action to ensure proper management of customer inventory. Record all contacts with customers and follow up on action items. Complete Delivery Weight Assurance (DWA) for bulk customer orders within 24 hours of delivery of orders with final delivery amounts within the accepted tolerance. Complete DWA's for orders with final delivery amounts outside the accepted tolerance within 72 hours, including the weight discrepancy weight investigation. Perform accurate and timely entry of specialty product orders into Novus's integrated business software, SAP, on the day or order receipt, tracking from receipt through delivery, maintenance and final invoicing, achieving an order entry accuracy rate of 95%. Ensure order confirmations are promptly sent to customers with correct pricing, materials, quantities, delivery/pickup dates, billing and shipping information. Utilize order-to-cash system reports and proprietary logistics tracking websites daily to ensure customer specialty product orders are delivered to the customer within regional key performance indicators. Support the NORAM Master Data Coordinator by ensuring prompt and accurate data governance requests as they pertain to Novus customers. Support the sales force with a same-day response to requests for customer information, order status, product concerns or availability, and product shipping documentation as needed. Compliance with the Novus Integrity System (NIS), Novus Management System (NMS), and all policies related to position assignment.

Experience Requirements

Bachelor's degree preferred but not required, and/or 2+ years of customer service experience and supply chain knowledge is a plus. Knowledge of domestic and international order fulfillment process (Order-To-Cash) and document handling. Experience with computerized order processing and business systems (SAP strongly preferred). Experience with Microsoft Office (Outlook, Excel, Word, etc.) Experience with basic accounting principles.

Skills and Competencies

Developed problem analysis and decision-making skills. Strong interpersonal and communication skills; verbal and written. Attention to detail and an error-free attitude on all work output.

Other Essential Requirements

Fluent in English. Travel: 10%

Cross-Functional Relationships

Will work cross-functionally with NORAM pricing, NORAM logistics, demand planning, credit department, Bulk logistics and the sales team.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.