Customer Experience Professional - MH

Ravagon Manufacturing•Northbrook, IL

9d•Hybrid

About The Position

The 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.

Requirements

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.
Bachelor’s degree preferred
Equivalent experience considered in lieu of degree
Experience in distribution and supply chain preferred
0-2 years of related experience
Valid driver’s license - required
Proficiency in English required

Nice To Haves

Bi-Lingual – Spanish or Portuguese is a plus

Responsibilities

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.
Follow shipping processes to reduce costs.
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).
Understand and follow company policies and guidelines while processing orders, Account Manager, and Customer requests.
Coordinate and own the order flow across multiple departments.
Submit accurate and complete requests/paperwork to other departments.
Have basic knowledge of other departments' duties to field customer inquiries.
Assist with coverage during absences.
Actively problem-solve by seeking better alternatives.
Stay up-to-date on company developments.
Participate in daily management calls.
Assist with additional projects as needed.
Evaluate and make recommendations to management regarding business practices.
All other duties as assigned