Customer Service Representative

Organizational Culture

We are one community and strive to transform the business by leading change and providing insights for more transparency and open feedback to improve our operation. We seek to identify problems and participate in root cause analysis to reduce waste in processes. We are adapting new technologies to transcend our systems and use of data which will result in exceeding goals and executing opportunities.

Essential Functions

• The Customer Service Representative is responsible for leading the role as a liaison between Customers/Distributors and Barcel USA.
• This position leads the dual role by understanding customer priorities, proposing/implementing strategies, focus on support, and ensures issues are resolved in a timely manner with a focus on productivity and customer service.
• This role requires to work with multiple departments such as Planning, Logistics, Transportation, Brokers/Carriers, Supply Chain, Exports, Accounting, Logistics teams, along with working on other key initiatives that lead to customer requirements are met.
• This leader will have vision and growth on these sectors Customer relations; Outbound Claims & Process improvement & Simplification Customer Relations:
• Lead the activities of the Customer Service dual role that supports our partners and key areas of business.
• Work with other leaders to develop and implements strategic plans that meet our customer’s current and future supply chain capability needs and demand while improving productivity, quality, operations, & KPI’s.
• Work closely with the Quality organization to ensure the application and continuous improvement of Quality programs and rapid response to any quality-related events, this includes US & Exports operations
• Resolve conflict requests and provide solutions by exercising high levels of influencing, negotiation, and communication skills.
• Serve as an operational and management source of expertise and contribute to the success of the team/senior management team as a whole - by supporting associated and team-wide initiatives.
• Manage a high volume of Supply Chain requests or communications (via phone and/or email)
• Track documents, this includes BOL, POD, INVOICES, CREDIT MEMOS to minimize audit requests
• Collaborate with the next appropriate level of customer support to seek resolution to challenging inquiries/complaints, providing documentation and continual communication to customer throughout the process
• Maintain accurate records of all internal and external interactions in the appropriate database/system (ORACLE, BITAM, EBAVEL) • Ensure the consistent & adherence of department policies and procedures.
• Makes effective independent decisions representing day-to-day issues that do not require team discussion, input or agreement
• Involves fellow team members in collaborative or team-empowered decisions based upon the company’s vision & mission
• Assist in worksite analysis such as identifying unrecognized potential hazards and work related injuries by participating in a safety committee
• Establish departmental business direction, identifying associate/team objectives and achieve departmental goals
• Identify areas to improve operational integrity of claims management processes.
• Provide technical claims management expertise to the operating team
• Work with Transportation to dispute and process carrier charge backs
• Research and escalate requests due to Grey Market Process Improvement and Simplification
• Identify and communicate areas for process improvement to management
• Work with Accounting to balance account statements on Approved/Denied credit requests
• Work with Accounting to dispute discrepancies and process charge backs
• Work with Accounting to minimize customers credit holds (Red List)
• Aid the development of customer inputs into Supply Chain strategic initiatives and annual plans.
• Lead the development of system developments and mitigate manual work and/or future expenses
• Create and develop a centralized point of contact HUB for order management/tracking
• Propose new processes to drive continuous improvements and reduce inefficiencies
• Support order management team goals and initiatives to become a more proactive customer support organization.

Qualifications

• Ability to be flexible while able to drive for results, even when all of the requirements have not been defined.
• Must demonstrate capability of thoroughly reviewing and sense-checking results so that analysis is right the first time.
• Aptitude to understand the broader business contexts of the industry, and the ability to judge considerations (cost, service levels, lead times, etc.) are most important within those contexts.
• critical thinking and problem-solving skills.
• Ability to work with teams, cross-functionally, and contribute positively in projects.
• Ability to handle negotiations with partners and customers.
• Ability to provide joint leadership, especially to individuals working in other teams
• Ability to encourage team members to look for opportunities for process simplification and improvements.
• Ensure physical protection through proper use of PE (protective equipment).
• Ensures compliance with applicable occupational safety and health regulations.
• Bachelor’s degree in supply chain management, industrial engineering or related field. Equivalent experience in lieu of bachelor’s degree considered.
• 5 years’ progressive leadership experience in customer service or product supply in the consumer product industry

Barcel USA LLC is an equal opportunity employer with a policy that provides equal employment opportunity for applicants and employees regardless of race, color, religion, disability, gender, age, national origin, sexual orientation, gender identity, marital status, pregnancy, veteran status, or any other classification protected by law. This policy applies to all aspects of employment, including recruitment, hiring, promotion, compensation, reassignment, layoff, discharge, education, training, and all other working conditions.