Lead Customer Order & Fulfillment Specialist
Lead Customer Order & Fulfillment Specialist
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Salary Not Disclosed
1 Vacancy
Job Description
Description
- Managing daily coverage for fulfillment team to ensure business continuity and timely customer service.
- Supporting customers escalation calls and assist in resolution.
- Serving as change champion identifying & implementing process improvement opportunities.
- Supporting enhancements in ERP system or other Service tools (EPIC iStore etc.).
- Having keen understanding of business priorities and supporting attainment.
- Ensuring orders are booked accurately and in a timely manner. This includes understanding any potential high-risk orders and taking required screening steps to be compliant.
- Engaging with customers commercial team and product management team to coordinate any special-order terms to ensure accurate booking.
- Analyzing daily backlog report to meet expected shipping dates. Ensure orders are being released and shipped in a timely manner. Act as primary point of contact in collecting shipping instructions other documentation.
- Proactively identifying & assessing risks to on-time delivery with leading resolution efforts including part substitutions reallocations and escalations as needed.
- Communicating order updates to customers in an organized professional manner and building strong customer rapport.
- Interacting closely with Planning and Supply Chain to identify and expedite priority part shortages.
- Working with Finance to comply with established credit limits; supporting timely execution of CIA or LC payment terms.
- Manage queue of Parts Claims by making timely decisions on acceptance/rejection.
- Follow-up with customers ensure parts are returned & claims are paid correctly.
- Complying with US Export controls and regulatory requirements; ensure all documentation requirements are met for export/import.
- Providing coverage for off-hours emergency orders and team backup as required.
- Bachelors Degree from an accredited university or college OR a high school diploma/GED with at least 4 years of experience in a customer service position.
- Previous experience in a global customer service position including experience with export/import regulations.
- ERP experience (Oracle preferred).
- Excellent communication skills self-motivated and ability to prioritize (and re-prioritize) competing priorities effectively.
- Strong verbal and written communication skills.
- Proficient with MS Word and MS Excel; technical mindset.
- Strong collaborator who is a positive team player.
- Autonomous results driven and accountable for own actions and takes ownership of decisions.
- Able to influence without authority by motivating creating understanding and accountability to drive change at the quality level.
- Demonstrated ability to multi-task and coordinate several moderate projects simultaneously.
- Effective problem solver and communicator with the ability to interface with senior leadership with confidence and clarity.
INNIO offers a great work environment professional development challenging careers and competitive compensation. INNIO is an Equal Opportunity Employer. Employment decisions are made without regard to race color religion national or ethnic origin gender (including pregnancy) sexual orientation gender identity or expression age disability veteran status or any other characteristics protected by law.
Required Experience:
Unclear Seniority
Employment Type
Full Time
