Customer Success Specialist

Ryder Supply Chain Solutions • Burlington, NC

2d • Onsite

About The Position

The Customer Success Specialist is the key account liaison between the client and the ecommerce operations team. They responsible for the growth, development and customer success of assigned startup or emerging ecommerce fulfillment accounts and execution of order fulfillment service offering. They manager will work with established and emerging client brands to understand their needs and ensure end-to-end fulfillment solution is meeting and exceeding those needs. This role works closely with the key customer contact, operations leadership, information technology, the application development team, the parcel solutions team and sales. In addition to a comprehensive benefit package, a 401(K) Savings Plan with a company match, discounted stock purchase options and performance-based annual cost of living increases, we are proud to offer: Comprehensive training and the ability to continue your professional development Regional and local Ryder resources to help guide and support as we grow this offering. The stability and peace-of-mind that comes with working for a World-Class, Fortune 500 organization that has been in business for over 85 years with over 36,000 employees worldwide. Additional day of Paid Time Off for Military Veterans. We are seeking the best and most promising candidates to provide creativity, agility and superior customer service that will exceed our Customer’s expectation. If you possess a strong work ethic and a burning desire to succeed and grow your career, then we have an opportunity for YOU! You MUST be willing to commit yourself to align with our core values: Trust, Innovation, Expertise, Collaboration and Safety. The ability to embrace and utilize Technology as part of your daily routine is crucial. In addition, YOU are the management and professional representative of the Ryder organization. If your work experience and/or education aligns with the Requirements and Responsibilities listed below, APPLY NOW!!

Requirements

• Bachelor's degree in Business, Logistics or Transportation, required
• Two (2) years or more of Industry related experience, required
• Two (2) years or more eCommerce experience in fulfillment or retail, required.
• Excellent customer interaction.
• Strong analytical skills, in particular working with large data sets and BI tools.
• Strong communication skills; ability to work with external clients and internal stakeholders at multiple organizational levels.
• Extremely strong organizational and planning skills.
• Ability to work in a fast-paced and changing business development environment.
• Ability to prioritize, multi-task and work under tight deadlines.
• Proven customer interaction and problem-solving skills.

Responsibilities

• Processing daily correspondence with customers via phone, fax, and email.
• Employee will also be responsible for attending any and all weekly conference calls with customers to communicate and negotiate scheduling or forecasts. This may require travel.
• Attend daily production meetings with IFS management to ensure team is aware of customer needs.
• Obtain all job specifications from customer to complete work orders for production.
• Generate efficient and timely production plans.
• Identify supply constraints and problems and communicate to operations/ production.
• Provide material planning support for production by running material shortage reports for each work order.
• Ensure all customer orders are produced, shipped and billed correctly and completely.
• Planner will report daily production and shipments.
• Develop and maintain customer loyalty by answering all customer questions and address any customer complaints.
• Attend meetings/calls with appropriate contacts.
• Insure complete customer satisfaction.
• Resolving Conflicts and Negotiations - Handling complaints, settling disputes, and conflicts, or otherwise negotiating with Customers and/or IFS Production.
• Ensures good communication and interaction with salesperson to keep informed of job status in regards to questions or concerns.
• Alerts upper management to any conditions within company that could lead to customer dissatisfaction and recommends solutions.
• Quote and submit Pricing to customers for approvals, includes: PO’s, One Time Costs & Overtime.
• Interprets the Meaning of Information for Others - Translating or explaining what information means from Customer to IFS.
• Documenting/Recording Information - Entering, transcribing, recording, storing, or maintaining information in written or electronic form.
• Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
• Monitor Processes & Materials - Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.
• Evaluating Information to Determine Customer Compliance Standards - Using relevant information and individual judgment to determine whether processes comply with Customer standards and requests.
• Creates tracker expanding upon customer requirements to track internal milestones in addition to customer milestones.
• Updates tracker weekly and distributes to IFS appropriate team members.
• Forwards all applicable design packet information, special pack data, and label data to IFS Engineering and Procurement contacts for quoting and delivers back to customer.
• Manages distribution of information to and from customer, IFS and Supply Chain Partners.
• Coordinates with marketing, Engineering (Customer/IFS), and material supplier on the design of all special packs.
• Collects and reports KPI’s.
• Advanced knowledge of ERP Systems
• Additional duties as may be assigned

Benefits

• comprehensive health and welfare benefits, to include medical, prescription, dental, vision, life insurance and disability insurance options, as well as paid time off for vacation, illness, bereavement, family and parental leave, and a tax-advantaged 401(k) retirement savings plan

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1,001-5,000 employees