Senior Representative, Customer Service and Support (1st Shift) - Willoughby OH

Overview:

The Senior Representative, Customer Service is responsible for ensuring that customer orders are processed accurately and efficiently, container loads are maximized, and orders are fulfilled in a timely and cost-effective manner.  Work collaboratively with other teams and stakeholders, including external vendors, to meet customer expectations and ensure compliance with regulatory requirements and company policies.

Responsibilities:

Operational

• Monitor and analyze order fulfillment metrics such as order cycle time and order accuracy; take corrective actions to rectify service level provided where necessary.
• For selected staff, support Vendor Logistics Program to secure new businesses and deepening business relationships with current customers.

Stakeholders Management

• Provide excellent customer service at all times and address any customer concerns or issues in a timely and professional manner. Communicate effectively with customers to ensure that their orders are fulfilled to their satisfaction and their expectations are met.
• Continuously identify service gaps, give recommendations and implement solutions to enhance greater customers’ satisfaction.
• Develop and maintain strong relationships with customers to promote repeating business and customer loyalty.
• Work collaboratively with cross-functional teams to achieve common goals and objectives. 
• Communicate effectively with internal and external stakeholders to ensure that customer orders are fulfilled efficiently and accurately.
• Maintain and build strong relationships with vendors and suppliers.

Insights and Reporting

• Generate and analyze reports on order fulfillment metrics and identify areas for improvement.
• Identify areas for improvements in current processes and provide suggestions for improvements. Work with Supervisor/Manager to execute initiatives to improve order fulfillment processes and increase efficiency. 
• Prepare performance metrics and other relevant data for Supervisor/Manager's presentation to key stakeholders; ensure periodic variances are explained and accounted for timely and accurately. 

Experience:

General Experience

• Minimum 5 year of relevant work experience. 
• Able to guide and mentor junior colleagues for day-to-day operations
• Provide On-the-Job training and engage cross-function stakeholders independently.
• Possess strong problem-solving and communication skills.
• Strong command of English language.

Managerial Experience

• Not applicable

The hourly wage for this position is $20.34.

Candidates are eligible for the following benefits: 

• PTO
• 6 days sick time
• 8 paid holidays
• 1 paid "Personal Holiday"
• Company Bonus Plan
• 401(K) SAVE Plan
• Annual Fixed Contribution
• Medical, Dental, Vision, and Life & Disability coverage
• Voluntary Benefits
• Accident/Critical Illness/Hospital Indemnity Benefits
• Tuition reimbursement and student loan assistance
• Employee Assistance Program (EAP)
• Health Savings Account (HSA) with employer funding and wellness incentives
• Flexible Spending Account (FSA)
• Employee Referral Program