Customer Service Agent, Expeditor

DSV•Mesa, AZ

About The Position

The Customer Service, Expeditor is responsible for supporting the Customer Service department in tasks as needed. The position requires the Customer Service, Expeditor to ensure on time deliveries and inform buyers of potential gaps in vendor performance. The Customer Service, Expeditor also supports the department with data base accuracy projects as required. The Customer Service, Expeditor performs the necessary tasks that support customer quote and order management with the desired result of meeting or exceeding client expectations. This function serves as the primary communication contact with the client.

Requirements

Bachelor’s Degree from an accredited college in a related discipline; or equivalent combination of education and industry work experience
3 years of experience in a direct or cross functional capacity with client facing responsibilities
Intermediate level in Microsoft Office Suite with demonstrated proficiency in Excel (Able to work with pivot tables, use lookup formulas, etc.)
ERP System Experience
English (reading, writing, verbal)
Effective verbal and written communication skills.
Intermediate Mathematical Skills
Ability to work as a team member and foster a cooperative work environment while also being an individual contributor
Effective professional oral & written communications skills
Accuracy and attention to detail
Strong customer service (internal & external customers) and interpersonal skills
Exceptional customer service / customer relations skills
Self-motivated, energetic and able to perform with minimal supervision
Excellent problem-solving skills
Ability to work in a dynamic team environment
Ability to organize and prioritize a variety of tasks and projects
Operates standard office equipment efficiently

Nice To Haves

Customer service, purchasing or planning experience in a manufacturing company

Responsibilities

Acts as the point of contact for client requests and status updates
Serves as the company interface between client and operations
Manages day to day business relationship with client
Escalates any client concerns and internal concerns that may impact the supply chain to the Program Manager
Coordinates client request for quotation (RFQ)
Records and tracks RFQ to ensure timely response
Reports weekly service level KPI’s
Processes client purchase order (CPO) acknowledgement and subsequent updates
Verifies customer quotation (CQ)
Creates sales orders (SO)
Manages SO status to ensure corresponding PO’s are released timely
Identifies and communicates to client all discrepancies between PO and CQ and follows up to ensure resolution
Ensures due date commitments are aligned between the internal PO, SO and client PO
Monitors SO due date report to ensure shipments are shipped as planned and any late shipments are escalated
Updates respective orders when deviations in due dates occur and requests reason why from Purchasing or Client when applicable
Documents reasons for deviations to develop Pareto on type of reason and sub-supplier for potential Supply Chain Analyst interaction/escalation
Expedites to ensure adherence to client expectation
Follows up on backorders
Reconciles client reporting requirements
Point of contact for resolution of mismatches, invoice payment issues, exceptions/defect resolution, and collection on aged receivables
Ensures timely completion of receiving and shipping transactions and communication on exceptions
Monitors inventory on hand to ensure accuracy and sales order demand
Coordinates One Source shipping schedule
Works with Finance and Purchasing as needed to collectively resolve any discrepancies and assist with invoice and payment resolution
Runs reports from ERP system and exports to Excel; reviews and analyzes data and responds accordingly
Supports KPI management and reporting
Generates other reports as needed
Works in a team environment requiring interaction with Managers and other functional areas
Guides new hires and interns during their training process