Customer Service Specialist

4 weeks ago

Montréal, Canada Beiersdorf Full time

Our Supply Chain colleague got a promotion and we are looking for her replacement. We are seeking an:


CUSTOMER SERVICE & ORDER MANAGEMENT SPECIALIST


ARE YOU READY TO MAKE A DIFFERENCE?

This role is responsible for managing the day to day flow of Canadian customer orders processed and serves as the main contact point between Sales, Supply Chain & our Customers. The successful incumbent will be able to use supply chain and customer service knowledge to address issues, provide support, offer information, place orders to keep our customers satisfied. This fast-paced role requires attention to detail, accuracy, and a confident and friendly persona.


IN THIS POSITION YOU WILL:

  • Support a 1 DC order management operation to ensure orders are sent to the DC in a timely manner to meet the on-time and fill rate requirements (OTIF- On time & In Full) of the customer & follow up as necessary with customers or internal departments to ensure orders are shipped on time and complete
  • Analyze & improve order efficiency- minimize order touches due to pricing issues, incorrect UPC ordering, etc. Become an SAP expert to fully leverage the system to automate & propose process changes to support order efficiency/optimization
  • Collaborate with Customer, Sales, & Logistics to implement order pattern optimizations & efficiencies
  • Responsible for communicating to internal & external organization on the backorders for the customer orders including the root cause of the backorder & when inventory will become available. Must also collaborate with the planning & the sales team to prioritize inventory to customers during bottleneck situations
  • Serve as a single point of contact for all service level related order cuts & non-service level related order cuts
  • Analyze & improve service level discrepancies between BDF reporting and the customer using an internal Service Level Management tool (SLM 2.0)
  • Provide 24-48 hour response time to customer/broker requests via the Customer Service Department mailbox or Customer service phone line, including dispositions, carrier return authorizations, shipping information and manual order entry and other supply chain related requests
  • Analyze trends for customer returns, create transparency, and work with Sales, Logistics & the Customer to reduce the # of returns
  • Ensure SAP data, including sales agreements, pricing, material determination, new item set up and charter plans are correct and accurately maintained
  • Work in SAP to manage EDI workflow including releasing, changing, cancelling, clearing errors and blocking orders to ensure service metrics and goals are met
  • Collaborate with Planning, Replenishment Analysts, Finance and Sales to ensure customer service is aligned with business objectives and supports the company sales target
  • Analysis Advantage report results for Customer Service items in order to develop action plans and monitor progress in liaison with the Customer Supply Chain team


DO YOU POSSESS…

  • Bachelor’s degree in Supply Chain Management, Operations, Logistics preferred
  • 5+ years experience in Supply Chain Operations, preferably with Customer Service experience
  • Expert SAP skills or other order management system, including EDI
  • Solid knowledge of Supply Chain processes which includes Planning, Logistics, Quality and Customer requirements
  • Excellent communication skills. You must be able to communicate effectively to Sales, Supply Chain and our Customers based on the corresponding business interest and adapt communication style based on the audience
  • Customer facing experience - effective communication style that caters to and prioritizes the customer’s needs
  • Strong analytical and problem-solving skills required, ability to root cause system and process issues and propose solutions
  • Highly learning agile with strong self-awareness
  • Resilient, able to keep composure in challenging situations
  • Continuous improvement mindset – curious to find system, process & communication improvements
  • Proficient in MS Office, especially Microsoft Excel (must be able to confidently work with pivot tables) & MS PPT
  • Excellent team player who is able to work collaboratively and cross functionally with Sales, Supply Chain, Finance and our Customers


WHAT YOU CAN EXPECT FROM BEIERSDORF NORTH AMERICA

You will join an entrepreneurial, innovative, and fast paced culture where every employee’s contributions make a big impact. Our teams act with Care, Simplicity, Courage, and Trust to continuously improve as leaders and deliver superior skin care products.


At Beiersdorf, we don’t just accept difference - we celebrate it. We’re committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential.


We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly to make arrangements.


CARE FOR SKIN – CARE FOR PEOPLE

For more than 130 years, care for consumers and our people is what has driven us. Every day, our global brand icons; NIVEA, Eucerin, Aquaphor, Coppertone and Elastoplast make more than 500 million consumers in over 200 countries feel good in their skin. Join this world of care and start your career in an environment that offers you the freedom to drive our international business with your entrepreneurial spirit. Shape your professional future from day one and explore our collaborative culture with smart, courageous teams that all share one exciting goal: developing skin care products of the next generation.

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