Customer Service Lead – Non-Egg Segment at Tekni-plex in DECATUR, Indiana

Job Description:

This position is responsible for having a full understanding of products, customer base and team activities for product segments.  Provide service to our existing customer base, delivering information on the products and helping resolve problems involving customer needs.  Lead the improvement of the OTIF for this segment.

JOB RESPONSIBILITIES
1. Lead Initiatives to improve communication and customer satisfaction for assigned product segment
2. Communicate with all internal departments on priorities and risk factors to understand specific customer needs.
3. Review and provide input on inventory issues and SLOB
4. Maintain and manage relationships with warehouse team, carriers, vendors, and customers for a better coordination. Proactive communication is always needed including after office hours and weekends
5. Finding creative solutions to problems such as:
• Ship short notice
• Reschedule shipments
• Filling shipments with different products
6. Conduct internal emergency meetings with production, quality, warehousing and logistics.
7. Effectively utilize the ERP system (LN) to enter information such as:
• Sales orders
• Inventory
• Pricing
8. Provide backup for team members’ PTO – schedules should be coordinated effectively
9. Prepare and distribute product or service reports by collecting and analyzing customer information:
• Inventory
• Open orders/Backorders
• Monthly expected sales input
10. Manage and distribute quality complaints through proper channels making sure the problems/issues are resolved in a timely manner and effectively communicated to the customers.
11. Participate in customer visits as needed
12. Lead and participate in department meetings
13. Generate the OTIF KPI for the assigned customers
14. Review and follow-up on the assigned customers sales
15. Work on the projects & goals assigned by the department manager
16. Will be the Customer Service Rep for a specific book of customers

JOB QUALIFICATIONS AND/OR EXPERIENCE

Bachelor’s Degree in Business Administration, Finance, Purchasing or Engineering or 7-10 years of relative experience

• Superior problem solving and solid analytical skills (quantitative and qualitative)
• Demonstrated ability to align and work with cross functional peers and teams.
• Ability to plan, organize and prioritize workload. Must demonstrate strong decision-making skills, sound judgment and the ability to adapt to a rapidly changing work environment.
• Exceptional verbal and written communication skills. Ability to operate and communicate effectively in person, over the telephone, and in groups, under normal and stressful conditions.
• Ability to build rapport and collaborate with others within the company and externally.
• Advance proficiency in Microsoft office applications (Excel, Word, PowerPoint, etc).
• Good understanding of planning, inventory management, warehouse operation and manufacturing capabilities.
• Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others and maintaining them over time.

Sales and Marketing