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Strategic Customer Care Specialist
Nature's WayGreen Bay, United Statesfull_timeVerifiedPosted 25 Sept 2024
About the role
Strategic Customer Care Specialist
Welcome to a better way, an authentic way. Welcome to Nature’s Way.
Inside our minds, inside our hearts, inside our business, inside our bottles.
Our reason for being, the purpose that inspires our work every day, is quite simple: Help people live healthy lives.
When we help people live healthy lives, we build a happier, healthier world for everyone.
How we go about our work drives TRUST in who we are, what we do, and the products we produce. That means something important to the world, and it means the world to us.
People TRUST
It’s the best way. The right way. The only way. Nature’s Way.
Be a part of helping people live healthy lives as our new Strategic Customer Care Specialist.
SUMMARY
The Strategic Customer Care Specialist is responsible for providing support to their assigned customers and corresponding Account Managers. The Strategic Customer Care Specialist manages their customer and sales relationships through a variety of communication channels. Proficient use of systems is required to successfully manage accurate and conforming customer orders. Ownership of customer purchase orders, from receipt to successful delivery, is managed by the Strategic Customer Care Specialist in order to meet Nature’s Way objectives and provide outstanding customer service.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
To perform this job successfully, an individual must be able to
Welcome to a better way, an authentic way. Welcome to Nature’s Way.
Inside our minds, inside our hearts, inside our business, inside our bottles.
Our reason for being, the purpose that inspires our work every day, is quite simple: Help people live healthy lives.
When we help people live healthy lives, we build a happier, healthier world for everyone.
How we go about our work drives TRUST in who we are, what we do, and the products we produce. That means something important to the world, and it means the world to us.
People TRUST
- Our products to be the gold standard
- Our words to be true
- Our claims to be honest,
- Our actions to have integrity.
It’s the best way. The right way. The only way. Nature’s Way.
Be a part of helping people live healthy lives as our new Strategic Customer Care Specialist.
SUMMARY
The Strategic Customer Care Specialist is responsible for providing support to their assigned customers and corresponding Account Managers. The Strategic Customer Care Specialist manages their customer and sales relationships through a variety of communication channels. Proficient use of systems is required to successfully manage accurate and conforming customer orders. Ownership of customer purchase orders, from receipt to successful delivery, is managed by the Strategic Customer Care Specialist in order to meet Nature’s Way objectives and provide outstanding customer service.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Manage customer orders to achieve fill rate, invoice accuracy and on time delivery targets.
- Proactively notify customers and/or brokers of shortages, order changes and other issues related to their purchase orders.
- Assist customers and/or brokers with inquiries related to product availability, specifications, prices and discounts
- Work with customers and internal cross functional teams to address and correct customer fines/fees, price mismatches and service shortfalls.
- Collaborate with transportation, warehouse, production planning, inventory and sales to achieve customer satisfaction.
- Demonstrate professional communication and follow through in all internal and external verbal and written exchanges.
- Serve as a resource to Sales and other cross functional teams.
- Develop a trusted advisor relationship with assigned customers. Understand and document each customer’s expectations and strive to meet or exceed those expectations.
- Maintain current, accurate and thorough Standard Operating Procedures (SOPS).
- Keep current vendor guides/agreements on file. Review, understand and document the customer expectations outlined in the guides.
- Execute and review routine customer account reporting to ensure compliance and accuracy, such as: the discontinued items report; pricing reviews; fill rate report; and fine/fee analysis.
- Continually assess tasks and processes to find opportunities for improvement, efficiency, accuracy and cost savings.
- Achieve expert level SAP understanding. Execute transactions with speed and accuracy. Keep customer account data accurate and relevant.
- Customer management may include the following:
- Customer Web portal navigation for PO processing and other customer service related functions
- Customer “Scorecard” reports from portals, data subscription services etc.
- Strategic account administration and transaction management
- Order Dog and Scan Genius management
- New store opening orders
- SAP projects and updates
- Routine and ad hoc BI reporting
To perform this job successfully, an individual must be able to
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