Job Description

Requirement Title: Customer Solutions Associate

Location: OH - Solon - NUSA

Contract: 4 months

Hybrid role - 3 days onsite and 2 days Remote

Job Description:

• The Customer Solutions Associate serves as the primary point of contact and advocate for the customer and is responsible to optimize orders while driving efficiency and minimizing waste throughout the E2E Order to Cash process flow.

SCHEDULE:

• M-F 40 hours/week
• Typical schedule is anywhere from 7am-9am start time and end 8 hours later.
• i.e. (7:00-3:30, 7:30-4:00, 8:00-4:30)

WORK LOCATION:

• Solon, OH Office
• On-site required Tuesday/Wednesday/Thursday, eligible for WFH on M/F

PRIMARY RESPONSIBILITIES:

• Demand Capture:Identify and resolve demand capture failures within defined Service Level Agreement (SLA)
• Order Filter:Regularly monitor open orders according to the Daily Activity Schedule and ensure adherence to
• the tasks and cadence.Collaborate with customer or cross functional business partners to resolve blocked orders within SLA.Optimize orders for logistical efficiency

Order Fulfillment:

• Contact customer when required due to Out of Stock or Stock Allocation issues
• Collaborate with Order Fulfillment team to resolve issues preventing o
• Contact customer and propose resolution if issues identified post-delivery note due to Transportation or
• Warehousing issues (such as appointment scheduling, delivery delay, picking issues etc.)

Billing :

• Collaborate with Billing in the resolution of billing issues that require customer contact

ADDITIONAL RESPONSIBILITIES:

• Collaborate with key stakeholders and business partners (such as CFSC, Sales, Logistics, COC etc.) to ensure the quality of processes are aligned to meet the business and customer needs
• Provide 360° visibility on status of orders to customers and internal teams
• Apply appropriate root cause reason codes following global Reason Code Methodology
• Identify, analyze, and initiate the escalation process based on escalation criteria
• Drive and encourage continuous improvement mindset applying NCE methodology
• Participate in NCE operational review meetings

EDUCATION REQUIREMENTS:

• Undergraduate degree strongly preferred
• Availability / flexibility to work different shifts based on customer geography/time zone; or 7-day Operations

EXPERIENCE:

• 1 – 2 years’ experience in Supply Chain preferred (e.g., Order Management, Distribution, Inventory Management, Transportation, Demand and Supply Planning etc.)

SKILLS:

• Excellent written and verbal communication skills
• Excellent analytical aptitude with a proven ability to analyze/interpret data
• Well-organized, methodical thinker with excellent decision-making skills
• Strong and creative problem-solving skills
• Proficiency in Microsoft office applications (e.g., Word, Excel, Outlook)
• Proficiency in SAP, BW and Business Objects preferred
• Ability to work in a demanding environment and manage multiple priorities
• Ability to work independently with minimal supervision

OTHER PERSONAL QUALITIES:

• Strong Customer Service mindset and passion for delighting customers internally and externally
• Demonstrates a strong desire to develop trust and long-term relationships
• Proactively seeks continuous process and service improvements
• Strong result-orientation

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