[Remote] Customer Service Representative II

Note: The job is a remote job and is open to candidates in USA. LanceSoft, Inc. is seeking a Customer Service Representative II to support their Customer Logistics and Supply Chain Specialists role. This position involves managing customer interactions, resolving issues, and leading process improvements while ensuring high-quality service delivery in a fast-paced environment.

Responsibilities

• Manage planned activities and resolve issues that affect multiple orders/customers, determine solutions, and execute changes. Lead cross-functional meetings to resolve issues
• Perform all Customer Service day to day work, manage escalated issues, and address service issues & opportunities / trends raised by Customers, PSS teams, Customer Solutions and Account Teams
• Lead continuous improvement activities and project management with cross-functional teams
• Understand performance metrics and improve quality, speed, and capabilities to meet or exceed goals
• Manage high volume promotional activities by ensuring end to end execution of all Customer requirements
• Day to day customer service activities (i.e. order entry; expedited orders; customer order change request; customer pick up; Customer credits; transportation issues; product cuts; general product information; over, short, and damaged process; transportation method change; process order changes based on delivery block reports; credit hold resolution; vendor managed inventory; duplicate, missing, or incorrect orders; identification and correction of EDI order issues; transportation Pool Schedules; order scrubbing to adhere to TMMC policies; item conversion; combining two or more orders to ship together; McDonald’s distributor special services)
• Types of planned activities managed - Informal and formal allocation, holiday schedules, new item implementations, managing warehouse closing/openings, item discontinuations, SAP implementations
• Types of unplanned activities managed - unplanned closings, redirects, dock capacity, transportation capacity and issues, open order reports, quality holds, pre-cuts, short code and too old to sell process
• Investigate, then validate, claim or request reversal of fines, customer deductions and transportation deductions
• Communicate and present to all levels in the organization
• Single point of contact for assigned customer, attend face to face customer meetings, internal forecast meetings, sales meetings etc
• Recognize and track trends with customer issues, evaluate and suggest process improvements for Product order management and our partners!
• Partner with Product supply, Supply planning, logistics and transportation teams to influence and resolve order flow concerns (late trucks, dwell time, refused deliveries)
• Responsible for managing phone calls and emails from customers, internal stakeholders and partners and accurately tracking and resolving the business need
• Customer order management – Acts as liaison between external departments and customers to process order changes, communicate all order changes, track, and reschedule customer orders to meet customer requested delivery dates
• Apply best practices and business knowledge to make timely decisions and resolve issues with product orders to meet requested customer delivery dates
• Understand Company goals and performance metrics and improve quality and speed to meet and exceed customer expectations
• Work collaboratively but often independently on daily tasks and resolve escalations that are diverse in scope using strategic thinking, people and company resources

Skills

• High School diploma; GED equivalent
• At least one year in a customer-facing role
• Strong customer service and relationship background, strategic thinking, effective communication and business writing skills
• Must have strong research or analytical skills, attention to detail, effective problem solver and influencing skills
• Must have a strong sense of urgency and be empowered to make timely and informed decisions
• Building collaborative relationships within POM, Supply chain/OTC organization and our external partners
• Knowledge of supply chain, Order Management, and Customer Services processes and systems
• Ability to excel and contribute in a fast paced and changing work environment with accuracy while meeting SLA's and deadlines
• Express ideas precisely, persuasively and effectively; listens and responds appropriately to Customers and co-workers and all levels of management in an effective professional manner
• Commitment to and passion for continuous improvement
• Ability to understand overall Company objectives and manage competing project and tasks
• Roles within this organization include teleworking and remote working. Candidate must be able to work independently with minimal daily supervision
• Undergraduate degree in Business Administration, Logistics, Supply Chain, or equivalent work experience
• Three years in a customer facing role; three years in a call center
• Knowledge of the CCNA Product Supply system, Order Management and Salesforce & SAP is a plus. Other systems used include CRM Database, MS Office; Outlook, Word, Excel, SharePoint, Genesys

Benefits

• Candidate can reside anywhere in U.S., and we will provide a laptop for the duration of the assignment.
• Compensation & Benefits: Competitive benefits package that start on day one of employment.

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