Associate Specialist Customer Support (Remote)

Job Description

The Customer Support, Associate Specialist, is responsible for managing our company's Animal Health eCommerce business as well as supporting system stability and enhancements within our Customer Care Team. This individual is responsible for ensuring premium e-commerce processes, programs, and enhancements are implemented and maintained as required.  The Customer Support, Associate Specialist will also provide support across the business partnering with departments such as, but not limited to IT, Master Data, Customer Service, Marketing, Pricing, and GPO teams. The Associate Specialist builds and maintains relationships with internal stakeholders such as Site Planning, E2E Planning, Finance and Quality.  

Activities include, but are not necessarily limited to:

COMMUNICATION:

• Acting as primary contact of internal stakeholders related to demand and supply related to eCommerce shoppers and products.

• Ensures appropriate and adequate communication to internal and external stakeholders.

• Act as a liaison between our company's organizations (Marketing, Logistics and Warehouse, Finance, Credit, etc.) to address key operational issues.

• Participating in market meetings and contributing to Market/Customer forecasting.

DEMAND:

• Ensuring timely receipt and correct processing of forecast from customers. Monitor forecast consumption.

• Informing the supply chain regarding significant demand events and developments.

SUPPLY:

• Coordinating regular supply-related activities to enable compliant and timely supply of product to market(s)/customer(s).

• Ensure proper inventory allocations through system API feeds.

REPORTING:

• Monitor pricing and promotions to optimize velocity and attain cost savings.

• Manages care of and improving standard reporting (e.g. metrics regarding demand, supply, master data, inventory and allocations)

• Responsible for data analysis on customer activity and product demand.  Ensuring order processing and warehouse SLAs are consistent and orders managed without disruption.

• Deliver against key eCommerce service targets.

PROCESS, QUALTY & COMPLIANCE:

• Manage connectivity and process flow for eCommerce returns, order, credits, & debits

• Providing audit support to ensure compliance required for RX and restricted products.

• Establishes work procedures and processes that support the company's and department's standards, procedures, and strategic directives.

ORGANIZATION & PROJECTS:

• Drive decisions on business continuity wile leading projects to drive updates and business process. 

• Lead UAT testing and implementation of process launch including analyzing of KPI’s related to project launches.  

• Leading projects to engage and improve customer compliance.

Qualifications:

Minimum Education Requirement:

• B.S./B.A.

Required Experience and Skills:

• 3+ years of SAP experience (Order to Cash, Customer Account Data, Orders, Deliveries, Billing, Inventory)

• Ability to work effectively with department heads.

• Strong collaboration and communication skills.

• Demonstrated ability to anticipate and solve problems.

• Strong business judgment and decision-making ability.

• Solid analytical skills for independent problem solving.

• Stakeholder management, teamwork, and collaboration: Adequate skills, applied at various levels including executive leaders and across functional areas.

• Ability to analyze complex situations to identify root causes and quickly implement solutions.

Preferred Experience and Skills:

• eCommerce B2B support

• Ways of Working: Good and developing understanding of WoW mindsets and behaviors, ability to demonstrated some of them regularly.

• Ability to successfully establish priorities and manage time efficiently while working under pressure and dealing with ambiguity.

• Business and Finance acumen: Understand impact of own area's activities within Supply Chain

Key Competencies:

• Communication Proficiency.

• Detailed oriented.

• Self-driven committed to self-improvement.

• Customer/Client Focus.

• Leadership.

• Organizational Skills.

• Performance Management.

• Problem Solving/Ana