Job Description

Responsible for the management of orders from initial processing through delivery for North America. Works primarily in SAP, via email / IM, and over the phone but also relied on to be proficient in several other systems – Highradius, customer portals and SalesForce. Interacts directly with customers, sales and tech service, shipping facilities, carriers, planning, product management, pricing and credit. Customer accounts are assigned based on multiple factors that can include industry, region, and VCP ranking / complexity of customer requirements.

Drivers of activity level: # of line items processed, complexity / specificity of customer material and delivery requirements, type of material and whether it is inventoried or make to order (requiring coordination of production schedules), frequency of disruptions in supply, frequency of customer changes, material availability, complexity of logistics, complexity of pricing (# of pricing changes, surcharges, consignment, etc.), and # of exceptions to standard process / business rules required to maintain.

Activities include:

• Monitor / enter incoming customer purchase orders and ensure all customer requirements are understood and captured accurately in SAP (date, receiving parameters, delivery equipment needs, labeling, temperature, unique material specs, lot and shelf life req’ts)
• Assess capability to meet customer order requests. If unable, collaborate with Planning, Production, logistics and business management to negotiate acceptable alternative with customer.
• Monitor order progress, follow up to ensure commitments are understood across various functions involved in execution, keep customers and sales updated on status, and coordinate resolution of any last-minute customer driven changes or expedite needs
• Work with customers to manage material delays, sales control situations, quality problems, or other supply disruptions
• Confirm pricing and terms are accurate, add all appropriate additional charges to order to ensure correct invoicing; and if pricing not up to date, work with sales, product management, pricing coordinator and customer to resolve
• Manage / maintain master data associated with customers in SAP and supporting systems
• Manage expectations with customers on applicable order policies (expedite fees, freight surcharges, etc.) and logistics considerations (lead times, transit times, etc.)
• Daily Work Hours will be 8AM-5PM
• Serve as voice of customer within S&OP and other meetings or on special projects; raise issues when we are consistently not meeting customer expectations
• Support sales - generate reports, participate in customer calls, serve as liaison with other Ashland functions (production, etc.)
• Serve as first point of contact for many customer inquiries and answer / forward as appropriate
• Collaborate with accounts receivable department to collect past due payments, resolve invoice discrepancies (after the fact price adjustments, damage claims, etc.) and other residuals (short pay of taxes, surcharges, etc.)

2. EXPERIENCE AND EDUCATION REQUIREMENTS:

• Bachelor Degree preferred
• 1-2 years customer service or communications experience preferred
• SAP experience a plus

3. TECHNICAL KNOWLEDGE, SKILLS AND ABILITIES:

• Functional/Technical Skills – Aptitude for use of software applications including SAP and Microsoft Suite
• Logistics & Supply Chain Knowledge - Capable of understanding the various logistical components involved, as well as, supply chain process complexities.

4. LEADERSHIP SKILLS & COMPETENCIES:

• Customer Focus – Provides the direct customer interface, and represents the style and culture of the company directly to customer accounts through daily interaction. Is dedicated to meeting the expectations and requirements of both internal and external customers.
• Communication and Strong Follow up Skills – Works closely with various parties and departments. Consistent communication is key to providing customers and internal contacts with accurate information needed to execute day to day functions. Must be able to communicate sensitive information tactfully as well. Follow up is imperative in helping facilitate timely decision making from sales, manufacturing, resource groups, and other escalation points of contact.
• Problem Solving and Priority Setting– This position often must determine the initial priority of each issue and order encountered. The ability to prioritize an expedited shipment, for example, over a standardly processed order is crucial to servicing the customer. Must also effectively use resources and problem-solving skills to manage orders encountering supply and/or logistic constraints.