Customer Service Advocate

Job purpose

Leads the execution of the Order Fulfillment Process to meet Ontex’s Customer Service order management performance objectives and to strengthen Ontex’s relationships with its Customers.

Main responsibilities and key tasks

Customer Setup Process

• Set up new customers in information systems (including shipping locations, billing information, item authorization, pricing, payment terms, etc.)
• Conduct customer maintenance activities

Order Management

• Receive / Enter customer orders via EDI or Manually
• Ensure accuracy of customer order information vs. customer/item information in Ontex’s systems; resolve discrepancies internally or with customers
• Order to Cash – OTC: Process shipped orders to point of Invoice Release

Provide front-line customer service performance

• Resolve Order Issues: Collaborate with logistics, plants, distribution centers, accounting, sales to identify root cause and provide options, such as:  
• “Hold” status
• Not enough inventory for shipment
• Shipping delays
• Any other situation prohibiting processing or fulfillment of orders
• Communicate problem situations with customers and negotiate alternatives
• Notify Sales Directors and other Senior Managers about problem situations which may be elevated within the Customer’s organization

Execute Vendor-Managed Inventory (VMI)

• Analyze customer inventories and sales volume velocity by item
• Identify future requirements
• Create purchase orders to Ontex on behalf of Customer and secure Customer approval of orders
• Maintain customer files

Job requirements

• 5-7 years business experience with a $50 million consumer packaged goods company, with 2-3 years’ experience in a Customer Service or Inside Sales role
• Bachelor’s Degree or equivalent experience
• Manufacturing and/or Distribution exposure
• High standards of performance and an overwhelming passion for serving customers; presents an excellent “face to the customer”
• Detail-oriented; ensures that potential issues or problems are not overlooked
• Ability to multi-task and manage multiple priorities simultaneously
• Team-oriented with excellent communication skills
• Ability to influence others to meet timelines and commitments
• Self-starter who is comfortable in a small office environment “wearing many hats”

 Job is based in Alpharetta, GA

Language: Fluent English, conversational Spanish a plus

Salary : $50 - $0