GENERAL DESCRIPTION / PRIMARY PURPOSE
Customer Service/VMI Specialist will act as a problem solver, independent decision-maker and liaison between customers and various company departments and functions (all aspects of supply chain). This position will receive and answer, within established guidelines, customer questions and complaints. He/she will be actively involved in the implementation of formal training, as needed for other Customer Service Specialist (CSS) as well as Full Service Solutions (FSS) and VMI, team members regarding customer specific business plan, company’s service philosophies, cross-functional team development and related procedures. This role will be accountable for analysis and computation of data related to ads, deductions, and broker’s input.
MAJOR RESPONSIBILITIES AND TASKS/DUTIES OF THE POSITION
- Act as a team lead for assigned customers on CSS/VMI to ensure there is continuity in performance, address concerns and create recommended solutions for overall program for assigned customer
- Act as a liaison between Sales and Operations teams in the quest to provide excellent customer service.
- Be customer advocate for key corporate accounts and serve as an extension of the sales team.
- On VMI accounts, utilize customer supplied inventory and transactional data to develop and manage VMI replenishment plans that result in case fill rate of 50 % from customer DC to stores
- On VMI accounts develop Store Pull projection models which accurately forecast daily pulls by SKU out of each assigned customer DC
- Develop and manage aggregate item forecasts for planners and schedulers to successfully support accounts
- Maintain an awareness of customer’s current activities such as: new item launches, discontinued products, new product development, price changes and promotional / AD activities
- Understands the dynamics of all department and how they impact each other, as well as how they impact customers by effectively communicating all information pertaining to the customer with all internal departments: team members, transportation, sales, operations, demand planning etc.
- Review KPI’s with customer representing Dole as team lead
- VMI to manage inventory levels and flow within each customer DC to minimize product losses due to age
- Maintain ongoing knowledge of inventory levels, age of inventory and issues affecting inventory levels
- Accountable for managing all customer related information needed to perform job functions effectively by utilizing tools provided via system and or hard copy.
- Accountable to adhering to all guidelines, processes and procedures outlined in department standard operating procedures for Customer Service Specialist (CSS) as well as Full Service Solutions (FSS) and VMI specific processes
- Actively participate in the training process for fellow associates as needed. Share best practices by voluntarily maintaining a consistent flow of information regarding customer strategies to Dole team members
- Expected to maintain a high accuracy level in regard to data entry and communication of all kinds.
- Develop and maintain Master Level knowledge of all Dole operational processes and standards
- Maintain ownership of necessary improvements within the Dole VMI processes to significantly improve efficiencies, automation, and data transparency within the organization
- Aid in the development and execution of extended relationship management, by supporting programs such as EDI, all web-based ordering and supporting the execution Full Service Solutions.
- Actively participate in the training process for fellow associates as needed.
- Adhere to best practices by maintaining a consistent flow of information regarding customer strategies to customer service team support, transportation, sales, operations, demand planning and forecasting teams
- Accountable for managing all customer related information, as needed to effectively perform job functions.
- Expected to maintain a high accuracy level in data entry and proactively communicate with Customers.
- Accountable to adhering to all order guidelines, processes and procedures.
- Responsible for the execution of item reservations/allocations as needed.
- Directly accountable for special projects assigned by management as it correlates to career development
- Responsible for allowances that pertain to your accounts
- Daily communication with customers regarding timely notification on OS&D, rejections and pricing
- Other duties as assigned
JOB SPECIFIC COMPETENCIES (KNOWLEDGE, SKILL AND EXPERIENCE REQUIREMENTS)
- Minimum 3 years’ experience in same or similar position.
- Good communication skills (both verbal and written); presentation experience a plus
- Strong listening skills and ability to clearly and concisely communicate.
- Time management, ability to multi-task, excellent attention to detail and ability to handle urgent interruptions with poise and professionalism.
- Highly organized, self-motivated and self-directed and think and act independently while also being team oriented, while working in a fast paced, sales driven environment
- Ability to understand components of customer strategies and business plans and how Dole VMI programs are able to satisfy those strategies
- Must have experience in business ERP systems as well as demonstrate an ability to navigate fluently within Microsoft tools, i.e. Excel, Word and Power Point.
- Ability to make decisions using independent discretion and sound judgement.
- Critical thinking, problem-solving skills and ability to use independent discretion for decision-making.
- Consistently exhibit the aptitude to maintain focus while managing personal workload efficiently and effectively in an ever-changing environment.
- Ability to plan and execute assignments to completion with minimal supervision.
- Display an innate ability to lead, to be influential and persuasive when the opportunity presents itself.
- Self-Improving allowing for solid team development.
- Demonstrate skills for positive conflict management.
INTERNAL & EXTERNAL RELATIONS
- All Customer Service and Revenue Integrity teams across the enterprise
- Product Management
- Full Service Solutions
- Transportation/Logistics
- Shipping
- Supply Planning
- Forecasting
- Sales Organization
- Level peers and the next level of management in the sales, logistics, planning, warehousing IT and manufacturing
- Buyers (external)
- Customer at Corporate level (external)
EDUCATION AND CERTIFICATION
BA Degree or Equivalent Experience
EMPLOYEE MANAGEMENT
N/A
PHYSICAL REQUIREMENTS
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel objects, tools, or controls; talk to hear. The employee must occasionally lift (including overhead) and/or up to 35 lbs.
EQUIPMENT NEEDED
X Cell Phone
X Laptop
Other _________________
WORK HOUR REQUIREMENT
- Ability to work beyond regular business hours, weekends, on-call, and holidays as required.
- Ability to work an additional rotation day as needed.
Required Skills
- Strong listening skills and ability to clearly and concisely communicate.
- Time management, ability to multi-task, excellent attention to detail and ability to handle urgent interruptions with poise and professionalism.
- Highly organized, self-motivated and self-directed and think and act independently while also being team oriented, while working in a fast paced, sales driven environment
- Ability to understand components of customer strategies and business plans and how Dole VMI programs are able to satisfy those strategies
- Must have experience in business ERP systems as well as demonstrate an ability to navigate fluently within Microsoft tools, i.e. Excel, Word and Power Point.
- Ability to make decisions using independent discretion and sound judgement.
- Critical thinking, problem-solving skills and ability to use independent discretion for decision-making.
- Consistently exhibit the aptitude to maintain focus while managing personal workload efficiently and effectively in an ever-changing environment.
- Ability to plan and execute assignments to completion with minimal supervision.
- Display an innate ability to lead, to be influential and persuasive when the opportunity presents itself.
- Self-Improving allowing for solid team development.
- Demonstrate skills for positive conflict management.
Required Experience
- Minimum 3 years’ experience in same or similar position
- BA Degree or Equivalent Experience
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.