Ajinomoto Foods North America

  • Customer Service Supervisor

    Job Locations US-CA-Ontario
    Posted Date 3 weeks ago(3 weeks ago)
    Job ID
    2018-1668
    # of Openings
    1
    Job Field
    Supply Chain
    Targeted Job Start Date
    11/1/2018
    Job Type
    Regular Full-Time
    Shift
    First Shift
  • Overview

    Assists in the management of the Customer Service Department. Provides daily supervision of Customer Service Specialists, providing support for all customer business requests received through phone, fax, or e-mail. Supervises the timely and accurate processing of customer orders and disputes within established policies, procedures and directives. Has direct customer responsibilities to assure fulfillment of customer order requirements through direct and indirect (i.e., fax, email or EDI-electronic data interface) contact; coordinates order requests to ensure that all orders are shipped in a timely and accurate manner.

    Responsibilities

    • Implements and monitors adherence to key performance metrics (KPI) to measure:
      • Accurate and timely order processing
      • Contact responsiveness
      • Customer satisfaction
      • Order fill rates and on-time delivery
      • Freight cost optimization
    • Receives orders directly from customers via phone, EDI, email and fax on a daily basis, reviews orders for availability, utilizing stock status reports as well as warehouse sailing schedules; communicates product availability and delivery dates to customers.
    • Develop and implement action plans to decrease:
      • Shipping errors
      • Billing errors
      • Order entry errors
      • Returns
    • Monitors orders for adherence to correct pricing, proactively working with sales or customer to get any issues corrected prior to the order invoicing.
    • Establishes and maintains effective communication/working relationships with customers/sales representatives; coordinates order processing and resolves product availability/shipping/pricing problems to ensure Company service objectives are attained.
    • Informs customers of any significant changes affecting product availability and/or delivery dates; pro-rates orders to ensure customers’ minimum order requirements can be achieved; works with all frozen specialty locations to communicate product availability and any situations affecting customer service and production operations.
    • Assist the accounts receivable department with resolving customer remittance deductions or disputes by providing documentation as required; assures that credit policies are properly maintained.
    • Communicates any circumstances which could affect production operations immediately to assure timely preparation and response.
    • Other duties as assigned or necessary for the overall well-being of the department or company, including oversight in the absence of the Customer Service Manager.

    Qualifications

    • Minimum two years supervisory experience or proven leadership in a team environment, preferably in food manufacturing and/or outside warehouses
    • Associates degree in a business related field or 5 years additional equivalent combination of work experience or education required. Bachelor’s degree preferred
    • Strong oral and written communication skills
    • Strong organizational skills
    • Strong analytical and problem solving skills
    • Excellent interpersonal skills, including but not limited to composure under stress and diplomacy
    • Highly motivated individual with the ability to handle many tasks while maintaining a high level of confidence
    • Ability to maintain professional courtesy when communicating with Ajinomoto Foods, North America internal or external customers and suppliers
    • Ability to work well with others in a team environment, inside as well as outside the department
    • Extensive knowledge of Microsoft Excel and Word is required.
    • 3-5 years of experience required working with ERP systems on a daily basis (JD Edwards experience preferred)
    • Ability to handle confidential customer, legal and company information
    • Ability to lead team and multi-task in a fast-paced environment
    • Passionately focused on continuous improvement
    • Process improvement skills

     

     

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