JOB SUMMARY AND MISSION
This job contributes to Starbucks success by ensuring the highest level
of account support for order management. This role has responsibility
for delivering the customer service experience with the customer,
serving as a designated point of contact for supply chain reliability.
They are responsible for excellent customer satisfaction and supply
chain compliance through effective order management, proactive
communication and problem solving, logistics, execution and
collaboration with Starbucks Partners in Supply and Channel Business
Development.
SUMMARY OF KEY RESPONSIBILITIES
- Maintaining personalized customer service strategies as the
representative and primary contact between Starbucks Supply Chain
and the assigned external customer(s). Responsible for
maintaining positive relationships with the assigned customer, as
well as having a working knowledge of upcoming promotions and
current item issues. Keeps current on all portfolio products and
related updates and changes including offerings, pricing, shipping,
procedures, and promotions.
- Receives customer orders, providing prompt resolution of issues
which may arise from order to cash, through interaction,
negotiation, and consultation with multiple internal and external
customers. Reports inventory availability and inbound shipment
timing to determine next steps for orders, requiring strong problem
solving and quick decision making. Responds to field and customer
inquiries timely. Utilizes discretion and judgment to manage best
outcome to deliver reliable service.
- Gathers information directly and indirectly with internal and
external customers, to identify and implement creative solutions and
resolve issues which negatively impact any aspect of the order to
cash cycle, SBUX relationship with its customers, and/or the timely
and accurate delivery of products and services to
external customers.
- Analyzes Supply Chain issues identifying ways to improve and ensure
top performance with customer and proactively reduce deductions.
Develops alternative solutions that balance service and cost for
the supply chain while meeting or exceeding customer targets.
Focus on formulating tangible actions through collaborative
planning with Sales Teams and customers to achieve and maintain
preferred vendor status.
- Maintains orders for various aspects of accuracy, including
reviewing and correcting orders for discrepancies in pricing,
quantity and other important details. Provides support with return
and freight claims in a timely manner to ensure accurate customer
charges and maximize profitability.
- Forms and maintains effective relationships with other departments
such as Demand Planning, Forecasting, Finance, Supply Planning,
Operations, Sales, and Sales Planning to resolve issues affecting
customer orders.
- Attend Customer Meetings as necessary. Contribute to a highly
collaborative, problem-solving customer relationship, and interact
effectively with customer teams.
- Follows direction given within best practices manual and updates
training documentation as needed.