Client Support Analyst (Sunday-Thursday)
Client Support Analyst (Sunday-Thursday)
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Salary Not Disclosed
1 Vacancy
Job Description
Exciting News Were Moving!
As part of our continued growth and our commitment to fostering an exceptional collaborative work environment were thrilled to announce that our office will be relocating to a brand-new building at 2000 Innovation Drive Wexford PA 15090 at the end of the the meantime hybrid employees will continue working from our current location at RIDC OHara until the transition is complete.
Were excited about this next chapter and look forward to welcoming new team members to our growing organization!
SUMMARY
Oversee the activities of a client and/or region to ensure daily business needs are met. Monitor order management activities and act as a working SCC when volume or attendance dictates. Provide efficient execution of daily network activity and assistance in the areas of reporting issue management and resolution KPI management and supplier management. For specific client needs own key work streams and project work that is deemed to be of critical nature and priority within the client- Armada relationship. The shift for this role will be Sunday through Thursday.
RESPONSIBILITIES
- Client Support Operations
- Support daily customer ordering activities
- Manage all expedite requests through 24 Tracc by doing the following
- Send out for quotes and secure carriers
- Work with client and DCs on most efficient shipping options
- Work with warehouses and DCs to secure shipping appointments
- Track and monitor shipments from placement to delivery
- Communicate daily tracker of shipments
- Provide monthly reporting and analysis
- Proactively monitor email and electronic (EDI) order flow to ensureactivity is effectively managed
- Identify and act on potential problem areas
- Provide guidance as necessary on issue resolution
- Coordinate first response activity to resolveemergencyissues
- Coordinate resolution of transportation operations supply planning supplier and DC issues regarding:
- Loading/Unloading
- Appointments
- Inventory availability
- OS & D
- Assist and substitute in the absence when necessary of the SCCs
- Train and mentor SCCs within region
- Manage items with special requirements for stakeholders
- Manage business requirements during off hours as needed
- Document retrieval and preparation for domestic / international stakeholders
- Performance
- Utilize KPIs and orderanalysis spreadsheets to identifyDCsthat do not meet minimum performance requirements
- Maintain Established Performance Levels for:
- Armada Order Fill Rate
- DC Trailer Utilization/Minimums
- DC Order Change Rates inside12 & 24hours from Shipment
- DC Initial Order Lead Time
- Develop and maintain proper communication within the network
- Escalate operational and performance issues as required to ensure desired service results are achieved
- Coordinate with Transportation Operations Account ManagersField Servicesand DCs to improve DC shipping and receiving location service levels
- Assist and support the development and implementation of corrective action plans as required
- Participate in monthly DCservice calls as necessary
- Participate in supplier on-boarding calls as necessary
- AttendotherOperations Callsas needed.
- Process Improvement
- Analyze existing orderingprocesses for possible improvements and provide support for various implementation plans to effect ongoing productivity improvement.
- Work to reduce year over year spend by managing total expedite shipmentcostsand preventable activities
- Other related duties as assigned.
SUPERVISORY RESPONSIBILITIES
- May have directSupervisory Responsibilitiesand provide support to Manager on the following:
- Provide input formid-year and year-end performance reviews forSCCs. Help torecommendindividual performance goals for eachSCC and work withSCCs to develop yearly IDPs.
- Identify critical items and delegate pro-active monitoring to SCCs.
- Ensure proper follow up occurs on issues and critical items.
- Maintain PTO calendar.
QUALIFICATIONS:
Education and Experience Requirement
Minimum:
- 1-2yearsexperience in transportationoperations and/or customer service OR
- Bachelors degree inBusinessTransportation Supply Chain or Logistics
Preferred:
- Bachelors degree inSupply Chain or Logistics
Experience:
- Customer Service or Transportation experience with one or more of the following modes: LTL Intermodal temp controlled and dry truckload transportation preferred.
- Supervisory skills.
Language and Technical SkillsRequirement
- General understanding of business and transportation terms and concepts.
- Proficient in Microsoft Word Outlook Excel required; Access ERP/order managementapplications preferred.
- Analytical and problem solving ability.
- Ability to communicate effectively (verbal & written) with internal/external clients.
Physical Demands and Work Environment
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 accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Work is usually performed in anoffice environment with normal noise levels. Involves prolonged sitting and computer usage.
- Flexible work schedules per business requirements.
Disclaimer
This job description isnotintended and shouldnotbe construed to be an exhaustive list of all responsibilities skills efforts or working conditions associated with the job. It is intended however to be an accurate reflection of those principal job elements essential for making decisions related to job performance employee development and compensation. As such the incumbent may perform other duties and responsibilities as required. Its contents imply no contractual obligation and may be changed by the company at any time.
Required Experience:
IC
Employment Type
Full-Time
