Job Description

In this role you will provide excellent professional support services in dealing with customer service, ensuring that order alignment, and ship requests are resolved efficiently, effectively and within the departments service level commitment.

What will you do?
Duties and Responsibilities:

* Provide professional and effective services to internal and / or external partners, to meet business expectations, particularly in terms of Quality and Timeliness in line with departmental standards, procedures and guidelines.
* Communicate courteously with internal and / or external partners by telephone and email, building positive relationships.
* Responsible for ensuring open orders are aligned to the correct ship date, ship instructions, order type, and all other departmental standards in regards to order accuracy and turnaround timelines.
* Work collaboratively with the logistics coordinator to ensure orders are accurate prior to progressing to the next stage of the order fulfillment process.
* Monitor the order fulfillment lifecycle of all orders to ensure no orders lapse the departmental standards for turnaround.
* Investigate and troubleshoot problem orders to maintain a clean dashboard.
* Ensure a high level of professional service is maintained. Monitor progress of order fulfillment performance via KPIs and highlight problem areas for resolution. Investigate and progress issues and queries to a successful conclusion at the earliest time.
* Answer customer care inquiries and if necessary initiate the raising and issuing of escalated matters.
* Carry out duties which may from time to time be delegated by the Team Leader or Value Stream Manager.
* Speak positively and enthusiastically about the company and its order fulfillment procedures to ensure that a professional company and brand image is provided at all times to customers and colleagues.
* Effectively perform your duties whilst acting at all times in accordance with the Dignity at Work Policy, Code of Business Conduct and Ethics and our values of Integrity, Intensity, Innovation and Involvement.

Other Responsibilities:

* Monitors Electronic Pick Notification creation dashboard
* Monitors the Electronic Pick Notification life cycle
* Provides root cause detail against aging Electronic Pick Notifications
* Monitors and reconcile (or facilitates the clearance) of EPNs stuck in released statuses 4 - 9 daily.
* Attend daily Stand Up Staff/Tier meetings.
* Required to move boxes up to 30lbs.
* Spend considerable time at a computer keyboard composing shipping paperwork, spreadsheets and emails.
* Perform daily checklist.
* Problem resolution and insurance claims processing may also be part of this job function

How will you get here?
Education

* Bachelor's degree preferred or a High School diploma/GED with a minimum of 3-5 years of experience in a similar Customer Service and/or Order Fulfillment role, or strong desire to move from a labor role to a more administrative focused role.

Experience/Skills

* Ability to communicate both verbally and in written communications. Able to formulate precise accurate responses to both internal departments and external customers.
* Able to consolidate complex information and formulate appropriate responses to customers.
* Strong team player
* Excellent confident telephone manner
* Shows understanding of the operational processes regarding the production of products and their flow through the supply chain.
* Experience of export of goods and the documentation involved.
* Computer literate in Excel and Word. Able to manipulate documents and spreadsheets. Use of MRP systems an advantage
* Flexibility in working to ensure that the Order Fulfillment function is covered during office hours.
* Smartly presented at all times and shows a professional approach when dealing with customer care and key stakeholders

Must have skills:

* Experience in customer service, order fulfillment or similar roles.
* Strong customer facing experience.
* Excellent communication skills.

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