Customer Service Support Representative

POSITION SUMMARY

The Sales & Logistics Support (aka SaLS) Assistant works closely with customers, suppliers, other SaLS members, Sales, Logistics & Distribution, and Quality to ensure timely and accurate delivery of requested materials. Serves as the primary operational point of contact for assigned customers regarding inventory, orders, shipments, forecasts, delivery commitments, and related account activities. Coordinates with the Logistics & Distribution team to provide scheduling guidance for shipment schedules and expected delivery dates. Provides timely updates of shipping schedules, inspection reports, production plans, and inventory level audits. Communicates frequently with customers on shipment requirements, status, inventory, and delivery. Manages customer inventory processes, including consignment inventory programs, inventory monitoring, inventory audits, demand planning, and inventory shortage prevention to support customer continuity of supply. Generates and delivers purchase orders for our Fujimi global distribution network, initiates shipping documents, manages inventory reports and planning functions, generates invoices, and provides additional customer support where necessary. Provides additional support to Sales and Administration in support of screening new customers, specialty invoicing situations, providing input to customer or internal audits, and supports innovation of operational efficiencies. Identifies and resolves order, inventory, shipping, quality, and billing discrepancies through coordination with customers and internal stakeholders. Works within cross-functional and cross-organizational teams in a variety of roles. Acts as an individual contributor to aid the organization in reaching and exceeding its corporate goals. Follows existing procedures and processes, recommends updates to processes as needed, creates new documentation and procedures to address gaps and new opportunities.

ESSENTIAL FUNCTIONS

Uses internal systems, applications, and services to record purchase orders from customers. Performs order data entry, including modifications to purchase orders and receipts of overseas products (may make inventory adjustments as necessary). Interacts effectively and professionally with customer systems and applications to ensure all necessary systems are updated for order processing, material handling, inventory control, or others as needed. Analyzes customer demand trends, inventory levels, and forecast information to identify potential shortages, excess inventory, or supply risks and communicates recommended actions. Coordinates overseas outbound shipments with freight forwarding companies and coordinates inbound overseas finished good containers with freight forwarder and customs broker. Maintains inventory controls in internal systems by accurately recording shipments, transfers, and daily production amounts. Performs inventory audits and reconciliations with customer, distributor, and internal records to ensure inventory accuracy and timely issue resolution. Attends production-planning meetings to assist with managing products for inventory and to ensure timely and accurate shipments to customers. Generates and processes invoices to customers. Schedules shipments to customers in accordance with both the sales and production schedules. Updates and maintain shipping schedules, and provides notice of updates to customers. Obtains inspection reports for shipped product and emails reports to distributor/customer. Produces and distributes open order and shipped status reports as needed. Creates and places orders for finished goods to global trading partners. Acts as the primary operational contact for customers and distributors regarding inventory, order status, shipments, delivery commitments, forecast changes, product availability, and issue resolution. Generates month end reports, inventory reports, open order, and shipped status reports. Updates all sales and inventory reports monthly; semi-annual budget and forecast for all products; assists in annual revision of operating standards. Supports new customer onboarding activities including requirements gathering, process development, system setup, training coordination, and documentation preparation. Supports investigations into quality, inventory, or billing conflicts as needed to facilitate customer satisfaction and the interests of the business. Coordinates activities among Sales, Production, Logistics, Quality, Purchasing, and external partners to ensure customer requirements are fulfilled accurately and on time. Identifies opportunities to improve operational processes, reporting, data accuracy, and customer service effectiveness and assists in implementing approved improvements. Identifies opportunities to improve operational processes, reporting, data accuracy, and customer service effectiveness and assists in implementing approved improvements. Completes all other duties as assigned.

POSITION QUALIFICATIONS

Competency Statement(s) Accountability Accepts responsibility and accounts for their actions. Accuracy Performs work accurately and thoroughly. Analytical Skills Ability to use critical thinking and reasoning to solve a problem. Detail Oriented Pays attention to the minute details of a project or task. Customer Oriented Ability to take care of customers’ needs while following company procedures. Initiative Ability to make decisions or take actions to solve a problem or reach a goal. Intrapersonal Skills Ability to work effectively with all levels of people. Judgement Formulate a sound decision using the available information. Organized Possessing the trait of being organized or following a systematic method of performing a task. Oral Communication Ability to communicate effectively with others using the spoken word. Problem Solving Ability to find a solution for or deal proactively with work-related problems. Project Management Ability to organize, coordinate, and plan. Relationship Building Effectively build relationships with customers and coworkers. Stakeholder Management Use appropriate interpersonal style and communication methods to gain acceptance of a product, service, or idea. Time Management Utilize the available time to organize and complete work within given deadlines. Working Under Pressure Ability to complete assigned tasks under stressful situations. Written Communication Ability to clearly and concisely communicate using the written word.

SKILLS & ABILITIES

Education Associate's Degree (two-year College or technical school) preferred. Field of Study: Business or closely related field. Demonstrable experience in related field of operations acceptable in-lieu of degree. Experience 2-5 years of experience in customer service, supply chain, inventory management, logistics coordination, order administration, account support, operations, or related fields preferred. Certifications & Licenses Completion of 49 CFR / IMDG / IATA Dangerous Goods Trainings within 90 days of hire. Other Requirements Possess strong oral, written, and interpersonal communication skills. Ability to read, write, speak, and understand English. Good organizational and planning skills. Ability to effectively deal with all levels of people, prioritize work, and deal with interruptions and conflicting deadlines. Mental capability to perform complex math computations.

PHYSICAL DEMANDS

N (Not Applicable) Activity is not applicable to this position. O (Occasionally) Position requires this activity up to 33% of the time (0 - 2.5+ hrs/day) F (Frequently) Position requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day) C (Constantly) Position requires this activity more than 66% of the time (5.5+ hrs/day) Frequently: Stand, walk, sit, manually manipulate, reach outward, bend, and speak. Frequently lift/carry up to 20 pounds and push/pull up to 12 pounds. Occasionally: Reach above shoulders, climb, squat, kneel, grasp. Occasionally will lift/carry up to 50 pounds and push/pull up to 40 pounds. Not Applicable: This position does not lift or carry, push, or pull more than 50 pounds. Other Physical Requirements: Ability to wear personal protective equipment (PPE) – Safety Glasses.

WORK ENVIRONMENT & CONDITIONS

Works primarily in an office environment with occasional exposure to manufacturing and production areas.

MENTAL OR VISUAL DEMAND

Continuous visual and mental attention required for reviewing, handling, generating shipment information/data, generating invoices and tracking shipments. Results oriented with a sense of urgency and motivation to drive quality results to customers. Consistent spatial awareness to inventory volumes in relation to details for shipments. Mental ability to effectively prioritize and perform tasks with competing deadlines.

ATTENDANCE

Regular attendance is essential to the smooth operation of our company and shows respect for the department personnel, including team members and your manager who may do your job in your absence. It is necessary for you to report to work regularly and on time and communicate to your team and manager if there are any expected deviations to your regular work schedule.

SAFETY

Be active participant in the company’s safety culture by following safe practices. Perform duties in accordance with acceptable, safe work procedures and Fujimi approved operating standards.

FLSA STATUS

Non-Exempt

EEO CLASSIFICATION

Administrative Support Worker EEO Statement Fujimi Corporation provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Reasonable Accommodations Statement To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. #J-18808-Ljbffr Fujimi Group