Program Specialist Customer Success

The Customer Operations Analyst works as an independent professional with extensive knowledge of the supply chain management activities and services provided by Century Distribution Systems. The individual possesses solid knowledge of supply chain issues; is capable of recognizing problems and is able to develop innovative approaches to arrive at sound practical solutions to resolve issues. The Customer Operations Analyst is able to present the Company’s position clearly and confidently and is sensitive to customers’ goals and concerns. The individual must also have a strong command of the IT solutions being offered through VMS®. This position actively works to fulfil the contracted service obligations by delivering operational satisfaction to Century’s customers. This position requires direct client contact and the primary responsibilities include:

• Creating and maintaining of Customer SOPs and Addendums.
• Coordinating all support needs for assigned customers. 
• Ability to identify and resolve complex operational problems.
• Ability to demonstrate a proficient level of understanding with the VMS® system.
• Ability to identify and resolve more complex technical problems with minimal supervision.
• Manage regular calls with customer to identify possible enhancements or resolve operational issue.
• Prepare material for and attend customer meetings.

ESSENTIAL FUNCTIONS AND DUTIES:

ACCOUNT SUPPORT OPERATIONS  

a) Provides day-to-day operational customer support and monitoring for those assigned accounts and their vendors by utilizing all modules in Century’s VMS® system. This is in conjunction with other available resources to achieve customer satisfaction.

b) Reviews and monitors all communication via email and/or VMS® messaging between customers and/or Century Offices to keep updated on customer account status and requirements.

c) Communicates quickly and efficiently with both Customer and Century’s offices on specific issues for resolution of operational problems.

d) Understands origin operations and explains clearly to customers.

e) Is knowledgeable of common customer reported problems and is able to resolve. Escalates more serious problems or concerns to General Manager Account Support or Customer Operations Lead.

f) Provides clear, consistent and accurate information about customer account requirements to all concerned Century offices on a timely basis. Conveys details to necessary parties while ensuring responses are always timely, detailed and communicated thoroughly.

g) Ensure SOPs and Addendums are kept updated and executed properly. Where necessary, work closely with Sales to ensure that all customer SOP guidelines are being reviewed and monitored to the customer’s complete satisfaction.

h) Review customer SOPs with your assigned accounts for complete re-writes as necessary.

i) When required, be able to properly back-up fellow Account Support Representatives or Customer Operations Analysts.

j) Communicates potential sales leads to the Sales Department, Century Express, or CDDS. 

k) Makes recommendations to management on process improvements to increase work efficiency and operational effectiveness.

l) Suggests training needs for Origin offices with goal of providing better support for customer base.

m) Assist with Origin related functions on an as needed basis and as directed by Account Support Manager or Customer Operations Lead.

n) Periodically checks assigned customer documents to ensure the Century Offices are issuing the B/L’s and FCR’s as per the SOP’s. Reports any discrepancies to respective Century offices.

o) Monitors, analyses and performs quality control procedures on operational deliverables on all aspects of assigned accounts.

p) Suggest other best practices to assigned accounts to bring improved deliverables.

q) Where possible, proactively resolve issues or seek out solutions from team members.

r) Recognize critical issues and prioritizes time accordingly to ensure as little customer workflow disruption as possible.

s) Keeps abreast of industry related information by reviewing the Industry News and other related material that are distributed.

ACCOUNT SUPPORT SYSTEMS AND USER MANAGEMENT

a) Assists customers with complex VMS® related problems. Raise technical issues to the appropriate IT personnel and the appropriate internal resource. 

b) Where issues cannot be resolved, create clear Help Desk Tickets for inquiries requiring IT assistance.

c) Where necessary, create clear tasks to meet customer requirements, streamline the application, or improve functionality. Work with other Century teams to ensure these are complete, tested, and released to production in line with requirements.

d) Receive customer requests for new features, reports, or enhancements to VMS®. Provide clear, consistent and accurate information about customer account requirements to all concerned Century departments on a timely basis. Convey details to necessary parties while ensuring responses are always timely, detailed and thoroughly communicated.

e) Stays abreast of customer reports to ensure they remain accurate and functional. Further, receives customer requests for new or changes to existing reports. Coordinates with IT resources by clearly documenting and outlining all such requests.

f) Tests new features before releasing to customer.

g) Follows-up with customers after any new features or enhancements are implemented to VMS® or their required reports to ensure the requested change(s) are satisfactory with the account.

h) Understands grid admin and is able to suggest changes to customer views where necessary.

i) Has a basic proficiency in basic SQL to run simple queries.

j) Can pull basic data needs for customers using SQL or AdHoc tools.

k) Understands their customers interfaces and is able to provide details on issues, check internal back-end systems (i.e. extol) to investigate.

l) Reviews the Customer’ VMS® desktop quarterly to determine any needed changes, clean-up, or general issues which are not flowing correctly.

m) Proactively evaluates account training needs regarding VMS® issues and usage. 

n) Assists in setting up and checking the 315 data from Carriers. Review customer’s EDI data in VMS® for correctness alignment with requirements. 

o) Reviews and monitors projects in Tempero© for assigned accounts. 

VMS® MODULE SUPPORT AND CONFIGURATION

a) Manage customer and vendor new user setup configurations within VMS®.

b) Create User ID in VMS®. Distribute User ID and Handling Guide to users (where necessary).

c) Where necessary, complete the set-up of required for new companies and users (or changes to existing users) for proper access, visibility, and workflows.

d) Provide training to customers and vendors on VMS® modules and functionality; maintain user guides.

e) Document all customer processes in the Account Management folder.

f) Stay abreast and up to date on all VMS® modules and new.

QUALITY CUSTOMER SERVICE

a) Conduct job duties with service and quality always in mind. Century is a service company. This position is the front line in our efforts to establish a superior reputation for customer service.

b) Assist Century in meeting the company mission to create the most responsive and customized logistics services available in the market. Respond to all inquiries in a courteous, prompt and efficient manner. Take the initiative to find problems and resolve them before they impact the customer.

c) Be a Century advocate, both internally and externally; projects a professional image of self and the Company;

d) Foster a positive working environment by actively demonstrating an attitude of collaboration, teamwork and quality—teamwork is a group effort.

e) Build and enhance Century’s customer relationships by establishing a positive rapport with account’s key contacts.

f) Answer phone in a businesslike and professional manner.

g) Attend customer meetings and provide presentation input and material.

TEAM CONTRIBUTION

a) Be a leader within the team, assisting other ASRs on issues, tickets, tasks to improve overall team knowledge, efficiency, and customer satisfaction.

b) Train other support representatives on your accounts and best practices.

c) Share knowledge and expertise with the other team members to fully understand all of the features, processes and workflows in VMS®.

d) Understand the origin operation process for all accounts assigned to you and back up accounts.

e) Establish a tone of cooperation and sharing ensuring that actions are guided first and foremost by our mission and value statements. 

f) Facilitate effective team interaction.

g) Acknowledge and appreciate each team member’s contributions.

ESSENTIAL PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• While performing the duties of this job, the employee is frequently required to talk or hear. The employee regularly is required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. 
• The employee is regularly required to sit for long periods of time; on occasion may need to climb or balance; and stoop, or kneel. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision; distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

The noise level in the work environment and job sites is usually low, applicable to a business office.

C-TPAT

Century is committed to the Customs Trade Partnership against Terrorism (C-TPAT) program. Century will take all the necessary steps to implement and enhance security throughout our global supply chain. All employees are required to immediately report any anomalies to the Century USA and Asia C-TPAT contacts.

The above is a description of the current essential functions and duties and responsibilities of your position. This document in no way states or implies that these are the only duties to be performed by the employee occupying this position. At the Company’s discretion, these essential functions, duties and responsibilities may be modified in the future to meet the business needs of the Company.

This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

I have read and understand this explanation and Job Description.

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