Senior Order Fulfillment Specialist

Ball • Westminster, CO

2d • Hybrid

About The Position

As a Senior Order Fulfillment Specialist (Sr. Customer Service Representative),
you are a key member of the Customer Fulfillment team, reporting to a Manager, Order Processing.
You will contribute to the success of Ball by being specialized in manufacturing and will be the primary liaison between our customers and our internal production, sales, and logistics teams. Your main goal will be to ensure high customer satisfaction by managing inquiries related to products, orders, lead times, and shipments.

Requirements

• Bachelor’s degree in Business, Supply Chain Management or equivalent work-related experience.
• 1 or more years of relevant experience in order fulfillment, order management, transportation, inventory management, and/or supply chain planning.
• Customer orientation (empathetic, patient and positive attitude), active listening and ability to adapt and respond to different types of individuals.
• Proven leadership abilities and a strong team-oriented mindset.
• Efficient and concise verbal and written communication skills, with the ability to articulate complex information clearly and professionally.
• Act with integrity in a professional manner.
• Handle sensitive and propriety information in a confidential matter.
• Ensure a safe and healthy working environment by adhering to safety regulations and enforcing safety protocols.
• Intermediate proficiency with Microsoft Office Suite (Excel, Outlook, Teams, Word, PowerPoint) and ability to work independently within these software programs.
• Organized individual with a sense of urgency and strong problem-solving skills to navigate the complexities of production schedules and delivery timelines.
• ERP experience (such JD Edwards or SAP).

Nice To Haves

• Proficiency in Spanish or French Canadian languages.
• Experience with Power BI and QlikSense.

Responsibilities

• Be an active participant in internal and external customer facing meetings and serve as the primary point of contact for customer inquiries via phone, email, and chat responding professionally and in a timely manner to execute tactical day-to-day order management. Process customer orders, changes, and returns efficiently and accurately.
• Ensure customer adherence to order guidelines within guidelines and proactively recommend improvements to order management processes.
• Understand and take appropriate actions to manage the cost impact of order violations, expedited orders, and implement other measures to ensure timely delivery.
• Coordinate with the graphics, Master Data Maintenance (MDM) team, IT, production, shipping and quality departments to track order status, verify delivery dates, expedite shipments, and provide accurate lead times to customers.
• Act as an escalation point and resolve complex customer issues, complaints, and inquiries, providing appropriate solutions and alternatives within established time limits.
• Identify opportunities for innovation, service improvement, and cost reduction. Develop recommendations and implement process enhancements to achieve optimal results.
• Promote cross-functional collaboration within the Integrated Business Planning team, manufacturing facilities, and commercial teams to enhance supply chain efficiency.
• Provide feedback to management and other departments regarding recurring customer issues and opportunities to facilitate continuous process improvement.
• Foster and maintain effective working relationships across the organization, promoting a positive and productive work environment.
• Support 24/7 operations; some on-call support will be required as needed.

Benefits

• This role will be eligible to participate in the annual incentive compensation plan.
• Ball includes a comprehensive benefits structure, Go to our career site and click "Total Rewards" to learn more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees