Customer Service, Order Management Specialist

  • Company:
    KIK Custom Products
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    2 hours ago
  • Category:
    Business / Mgmt

We are KIK!We create the products and brands that people trust to clean, sanitize, and protect their homes, pools and cars. We are one of North America’s largest independent consumer product manufacturers with 20 North American manufacturing facilities. We also operate globally in Europe, Asia, UK, Australia, New Zealand and South Africa. We are known by our portfolio of over 40 brands including Spic and Span® and Comet® cleaning products, Clorox® Pool&Spa™ (under license), BioGuard®, and Natural Chemistry® pool chemicals, and Prestone® and Holts® automotive performance chemicals. We are also the #1 producer in North America for store-brand (“private label”) bleach and a leading private label provider of laundry detergent and additives, dishwashing products, general purpose cleaning and other home care products. Our global team of over 2,500 employees drive our capabilities in product development, product formulation, strategic sourcing, manufacturing, packaging design, brand marketing, project management, quality assurance, compliance, distribution and logistics. Our organization is constantly evolving and is driven by a set of “One KIK” values – a dedication to following through on commitments in a customer-focused, profit-motivated way; while never compromising on safety, ethics or integrity.SummaryWe are searching for a manufacturing Customer ServiceRepresentative to join our dynamic Customer Service Team based in Concord. The Customer Service Representative functions on the tactical side of our business providing daily customer interface to ensure needs are met and expectations are exceeded. You will work closely with our external and internal customers as you synchronize efforts for customer orders, coordinate and monitor internal efforts, problem solve, and manage requests by keeping all parties posted of progress along the way. The CSR must firmly yet tactfully facilitate the order management process from order input through delivery and is the internal liaison for the KIK team. The key to this role is high self motivatinginitiative and detailedfollow-through ability.Order management for a set of customers or division of a customerMaintaining Customer Service Levels at 98% or higherExpedites plant input into any customer reports, ensure content consistencyMonitors deployment instructions from the customer to ensure prompt shipment. Trouble shoots barriers to shipmentsProvides updated pricing to the customer at intervals compliant with our contractual obligation and ensure there are no payment issuesFirst stop for Accounts Receivable issue resolution for price discrepancy for Short Payments, etcEnsure that customer Purchase Orders received are compliant for price agreement, quantity agreement and terms and conditionsWork closely with Customers/Buyers to ensure account is managed at a high levelFaxed/Email Orders – manual entryEDI Integrated orders to be maintained and to be troubleshooted on a daily basis (eg integration errors, downloading issues with dates, SKU”s , UPC codes, ordering pattern, duplicate PO”s, Ship Via, descriptions, etc.)Daily issues inclusive but not limited to PO discrepancies, refused loads, crediting of invoices, item/customer master issues, customer issues, etc.Liaise between various departments, including Transportation, PMO, AR/AP, Supply Chain, Warehouse Shipping Managers and Sales.Identify correct Bill to and Ship to, shipping via, plant location, item numbers, price, applicable charges, and add commentsEnters manual orders at an accuracy of 98% & abovePrioritizes daily orders in order of importance and shipment dates to ensure adequate lead timeFax/Email confirmations to customers within 24 hours of receiptEnters and revises transshipments. Communicates receipt and provides the Sales & PO # to appropriate planManage and update Account Summary Sheets for assigned AccountsTroubleshoot orders – working with Customers to correct PO”s e.g. incorrect price, incorrect quantity, underweight, etc.Monitor SKU”s/promo quantities. Alerting certain groups within the company in advance to avoid shortages and pushesProblem solving – daily interaction with all plants – rushes, shortages, substitutionsCheckpoint Report – Identify the daily standing of the order whether it is cleared or requires investigation.Late Shipment Report – Research PO”s that are late, communication is essential with all departments especially with Transport to monitor the Customer PO’s deliveryHandle assigned customers’ orders by deleting, revising quantities and entering shipping instructions, along with PO and customer maintenanceMust be knowledgeable with the process of customer’s purchase orders through to receipt of payment, to manage and resolve issues simultaneouslyFlexibility and availability is a mustAll other duties as assignedManufacturing Industry experience is requiredMinimum of High School Diploma / GEDCommunity College Diploma, Bachelor”s Degree also welcome to applyAdvanced Excel skills and MS Word JD Edwards and EDI Intergration considered an asset. Other ERP/MRP system experience acceptablePlant Capability knowledge and Customer Knowledge (people and process)Driven, empathetic, decisive, diplomatic, with sound judgmentExcellent inter-personal and Customer Service skillsAccuracy and expendiency are a mustMulti-tasking, problem solving and high attention to detail.Analytical skills, dependability, adaptability and initiative are essentialExcellent verbal and written communication skillsACareer with KIK Offers:KIK offers very competitive salary and comprehensive benefits including health, wellness, dental, vision, life, and disability insurance. You can plan for your future with KIK”s retirement savings options including employer match. KIK also recognizes the importance of continuing education and offers Education Assistance to our employees to encourage continued personal development and growth. Thank you for your interest and consideration of a position with KIK Custom Products.KIK is an Equal Employment Opportunity / Affirmative Action employer. KIK does not discriminate against qualified applicants or employees on the basis of race, color, age, religion, sex, pregnancy, national origin, ancestry, age, physical or mental disability, veteran status, status in uniformed services, sexual orientation, gender identity, gender expression, martial status, genetic information or any other status protected by law. KIK is also committed to providing reasonable accommodations for applicants and employees with protected disabilities to the extent required by applicable laws. If you require a reasonable accommodation to participate in the job application or interview process, or to perform the essential functions of the job, please contact Human Resources immediately.