Customer Collaboration Associate (Seasonal)
About The Position
The Customer Collaboration Associate, also described as a Customer Service Representative, manages the sales order fulfillment lifecycle, from receiving orders through successful execution. The role ensures data quality and accurate, in-full, on-time order fulfillment with correct pricing, while providing a premium customer experience. It serves as a primary customer interface and collaborates with Customer Development (Sales), Operations, Warehousing, and Transportation to communicate requirements, address order challenges, and coordinate delivery. The position reviews and processes purchase orders, resolves fulfillment issues, communicates shipment changes and delays, responds to customer and internal inquiries, and analyzes order, inventory, and sales data. The role also supports inventory deployment, shipment priorities, and continuous process improvement. It is a seasonal, part-time position with an anticipated schedule of up to 29 hours per week. It is primarily performed from a remote home office, with occasional travel or on-site attendance as business needs require.
Requirements
- Three to four years of experience in a customer service role; experience in the CPG industry is preferred.
- Strong customer focus and ability to maintain transparent, honest communication and strengthen customer relationships.
- Working understanding of EDI processes.
- Ability to manage multiple stakeholders and build internal and external relationships.
- Ability to use accurate, timely data to make recommendations and develop sustainable solutions.
- Exceptional communication and interpersonal abilities.
- Proficiency with ERP systems for order management.
- Advanced technical skills and experience with Microsoft Excel, Word, and PowerPoint.
- Strong problem-solving, critical-thinking, and decision-making skills, including the ability to drive decisions through data analysis.
- Excellent time management and multitasking skills.
- Ability to manage and prioritize multiple tasks in a fast-paced, dynamic environment.
- Ability to travel 5%–10% of the time.
Nice To Haves
- Bachelor’s degree in business, communication, or a related field.
- Customer service experience in the CPG industry.
- Sage X3 experience.
Responsibilities
- Serve as the primary customer interface to ensure accurate, in-full, and on-time fulfillment and delivery of customer orders with correct pricing.
- Review, interpret, and process customer purchase orders accurately and promptly.
- Investigate and resolve fulfillment problems and complaints, including inventory issues, late shipments, and missed appointments.
- Build trust and collaborative relationships with customer accounts through proactive, transparent communication.
- Analyze data and prepare reports on order status, inventory, and monthly sales, including cut reports.
- Contact customers about shipment changes or delays and provide accurate shipment and expected delivery information.
- Respond to daily correspondence, inbound calls, and emails from customers, Customer Development, and cross-functional teams.
- Collaborate with Operations to ensure inventory is deployed to the correct distribution center to maximize fill rates.
- Coordinate with warehouse and transportation departments to establish shipment and transportation priorities.
- Partner with Customer Development and internal cross-functional teams to communicate order challenges and resolutions and help prioritize customer orders.
- Work effectively across functions and contribute to shared goals and a positive, inclusive team culture.
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What This Job Offers
Job Type
Part-time
Education Level
No Education Listed
