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Customer Operations Representative at Our Home, Remote (United States)

We are seeking a Customer Operations Representative who will support and work effectively with Sales, Marketing, Finance, Supply Chain and other departments to provide best-in-class service to our CPG customers. This position makes it significantly easier for our customers (external and internal) to conduct business by providing a single source of contact for all levels of support for all Our Home brands. This role completes all customer inquiries in a manner that meets or exceeds expectations and drives a dynamic customer experience. They also play an integral role in following the life cycle of the order and is responsible for handling complex issues throughout the order fulfillment process. Proactively identifies opportunities and suggests improvements that will mutually benefit Our Home and our customers.

Key Responsibilities

• Possess or develop a strong understanding of the manufacturing supply chain and contract manufacturing (CM) supply/ship process
• Ensure all orders and order change requests are processed accurately and in a timely manner
• Ensure order accuracy by following established department policies and procedures
• Determine accurate ship and delivery dates based on available inventory, sales forecasting, product lead-time, and customer delivery and method of shipment requests for all items ordered
• Work closely with internal departments to ensure delivery commitment dates are achieved
• Proactively analyze and follow up on unshipped customer orders to ensure delivery commitments are attained and a high level of customer satisfaction is maintained
• Build quality, long-lasting business relationships with customers, sales, supply chain, finance, quality assurance, and administrative support departments/personnel
• Ensure order management reports are reviewed daily and proper action is taken to resolve order issues

Coordinate with supply chain, production, quality, finance, and sales on the following matters:

• Order status, requests to expedite/prioritize orders, special shipping instructions, contracts, credit issues, pricing discrepancies, product availability
• Verify that orders will be allocated and ready in timely manner
• Resolve shipment issues due to incorrect, missing, and/or damaged product
• Support assigned sales managers/customers, regularly communicating status and important issues
• Works side by side with sales teams to support all levels of Order-to-Cash requirements
• Work with Shared Services teams to resolve invoice pricing discrepancies due to incorrect pricing, discounts, freight charges, etc., authorizing and processing the appropriate customer credits

Meet key metrics for order management including but not limited to:

• Confirm/acknowledge 100% of orders confirmed within 24 hours
• Data accuracy goals >98% of orders error free (strive for zero)
• Respond to order status inquiries in a timely manner and if delayed, update the customer and/or sales team appropriately
• Quickly adapt to business needs and requirements as they change

• A minimum of 3-5 years of experience in Customer Service, Order Entry, CPG, Supply Chain, or related field.
• Excellent organizational and time management skills. Ensure immediate and appropriate actions are taken to support our customers and business partners.
• Must be able to prioritize, organize and work independently with minimal supervision and remain productive at all times
• Ability to professionally and effectively interact with all levels of employee/personnel and customers (internal & external). Must be able to work in a team environment and possess problem solving skills.
• Excellent interpersonal and professional communication skills both written and verbal
• Must be focused and result oriented toward accomplishment of team and organizational goals. Develop a strong understanding of our customers, processes, products and system tools.
• Ability to solve practical problems and deal with a variety of factors in situations where limited standardization exists.
• Familiarity with ERP/MRP order processing systems, NetSuite preferred

• Health Care Plan (Medical, Dental & Vision)
• 401k Plan with Company Match
• Paid Time Off (Vacation, Sick & Public Holidays)
• Life Insurance (Basic, Voluntary & AD&D)
• Parental Leave
• Short Term & Long Term Disability

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