Customer Experience Professional - MH

Ravagon Manufacturing • Northbrook, IL

23d • $27 - $29 • Hybrid

About The Position

PurposeThe focus of the Customer Experience Professional is to provide primary customer service support and partner with outside sales to manage daily activities for their assigned customer accounts. The Client Experience Professional serves as the point of contact for customers’ requests and transactions, and coordinates fulfillment of shipping orders. The objective of the position is to assist in the sales process, making transactions easier for both the sales team and customers, while operating within M. Holland’s guidelines and procedures. Areas of Responsibility / TasksPerformance must reflect appropriate level of expertise and achievement of the desired results for the items listed below. Area of Focus (In order of percentage of time spent on activity, importance and/or priority) Order Management: Process customer purchase orders in the ERP system to generate order fulfillment, respond timely to customer and Account Manager fulfillment related requests, audit sales orders for accuracy, manage shipments according to logistics guidelines, and follow shipping processes to reduce costs. Customer Communication: Provide customers with proper documentation and certifications, maintain customer-specs and requests within the system, communicate order status (including backorders, blanket/call-off orders, future order confirmations, and shipping notifications). Company policy and culture: Understand and follow company policies and guidelines while processing orders, Account Manager, and Customer requests. Interdepartmental Coordination: Coordinate and own the order flow across multiple departments, submit accurate and complete requests/paperwork to other departments, and have basic knowledge of other departments' duties to field customer inquiries. Team Contribution: Assist with coverage during absences, actively problem-solve by seeking better alternatives, stay up-to-date on company developments, participate in daily management calls and assist with additional projects as needed. Process Improvement: Evaluate and make recommendations to management regarding business practices. All other duties as assigned Supervisory Responsibilities Not Applicable Competencies; Knowledge, Skills, Abilities (KSA) To perform this role successfully, an individual must have experience achieving desired result(s) in their areas of responsibility. The requirements listed below are representative of observable behaviors and essential knowledge, skill, and abilities required of a successful incumbent within our culture. Non-Quality RMA target. Less than .25% of orders shipped and returned due to non-quality issues.Released to transportation. At least 90% of validated orders released to ship within lead time.SO – PO linking, measures how accurate load dates are for open sales orders in relationship to the expected ETA of the inbound PO. Expired blankets/call off orders.Price fix, measure the number of orders that have shipped/released to ship that are on a billing hold/price fix “no”.Ravago Target Delivery Date, measuring the accuracy of the RTDD dates, taking into consideration lead time, warehouse receipt and transit time for made to order materials. The goal is to set realistic delivery dates at order entry with the customer.

Requirements

• Education: Bachelor’s degree preferred Equivalent experience considered in lieu of degree
• Experience: Experience in distribution and supply chain preferred
• 0-2 years of related experience
• Licenses / Certifications: Valid driver’s license - required
• Language: Proficiency in English required

Nice To Haves

• Bi-Lingual – Spanish or Portuguese is a plus

Responsibilities

• Order Management: Process customer purchase orders in the ERP system to generate order fulfillment, respond timely to customer and Account Manager fulfillment related requests, audit sales orders for accuracy, manage shipments according to logistics guidelines, and follow shipping processes to reduce costs.
• Customer Communication: Provide customers with proper documentation and certifications, maintain customer-specs and requests within the system, communicate order status (including backorders, blanket/call-off orders, future order confirmations, and shipping notifications).
• Company policy and culture: Understand and follow company policies and guidelines while processing orders, Account Manager, and Customer requests.
• Interdepartmental Coordination: Coordinate and own the order flow across multiple departments, submit accurate and complete requests/paperwork to other departments, and have basic knowledge of other departments' duties to field customer inquiries.
• Team Contribution: Assist with coverage during absences, actively problem-solve by seeking better alternatives, stay up-to-date on company developments, participate in daily management calls and assist with additional projects as needed.
• Process Improvement: Evaluate and make recommendations to management regarding business practices.
• All other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level