Customer Service/Order Entry III (Remote)

Job Summary: 

*This position is remote but will be required to work Eastern Standard Time. 

In this role, you have the opportunity to: Manage sales orders to ensure that the customer receives the ordered goods in the right time and on the right place.

You are responsible for
In addition to the day-to-day account management activities, you will be responsible for the following:
• Allocate, prioritize and manage customer orders based on available inventory
• Investigate and resolve complex issues and questions from customers and account team members.
• Plan and execute regular customer operations calls for each account
• Communicate highlights and lowlights monthly for each account
• Understand account On-Time and Fill Rate metrics for the accounts and establish root cause analysis as needed
• Responsible for maximizing Fill Rate and On-Time performance within team ensuring coordination efforts with supply chain
• Maintains an accurate database of the details regarding cuts on a weekly basis
• Provides back-up support to COS team members as needed (i.e. during peak time coverage, vacation, sick time, etc)
• Investigates, evaluates, and resolves complaints professionally and tactfully
• Recommends improved customer operations strategies and leads the implementation as required
• Identifies and champions customers’ needs and follows up on customer inquiries in "real time"
• Provide responsive order management support such as order entry or expediting shipment information to customers
• Proactively communicates supply chain issues and provide alternatives
• Acts as the first level of escalation on all account issues between internal and external customers
• Attends technical training appropriate for a customer operations team member.
• Liaison with marketing, sales, and operations teams to improve the customer experience
• Help to implement Lean continuous improvement projects and change management activities
• Ability to work flexible hours as needed
• Oversee work procedures, ensure deadlines are met, and prioritize workload assignments
• Ensure a close escalation process and support best practices this application
• Build a strong relationship with other departments

Experience:

• Minimum 3-5 years customer operations representative experience
• Bachelor degree preferred or equivalent work experience.
• SAP an asset
• Strong understanding of an Inventory Allocations Process
• Proficient in all Microsoft Office applications (Word/Excel/PowerPoint)
• Excellent time-management, organizational, and prioritization skills
• Ability to communicate both verbally and written with customers and company personnel
• Ability to effectively work individually or in a team environment
• Ability to handle multiple projects simultaneously
• Ability to meet employer's attendance policy
• Ability to work autonomously and understand proper escalation points
• Strong communication and relationship building skills illustrated through current or past work experience
• Handle complex customer situations with professionalism
• Demonstrate sound judgment in decision making, abiding appropriately to established guidelines and procedures


ELYON International, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.