Specialist, Customer Ops Multichannel

Boehringer Ingelheim•Johns Creek, GA

About The Position

The Specialist, Customer Ops Multichannel is a customer-focused position responsible for executing order-to-cash and revenue-generating activities for the Poultry, Swine, and Veterinary Public Health business areas. The role partners with internal stakeholders to address operational complexities and maintain customer relationships. It provides oversight of Customer Operations agents to support superior service across customer interactions and works with the Customer Operations Management team to promote consistency across the department. The incumbent identifies factors that contribute to customer success and engages internal stakeholders in strategic improvements to customer interactions. Success requires the ability to illustrate performance and process trends and initiate improvement plans to mitigate risk. The role also contributes to organizational support, departmental goals, customer centricity, employee engagement, and change processes.

Requirements

Bachelor’s degree and 2+ years of customer service, sales, animal health, or related experience; or an associate degree and 4+ years of related experience; or a high school diploma and 6+ years of related experience.
Detail-oriented and fluent in Microsoft Office software, including Excel, Word, and PowerPoint.
Strong written and oral communication skills and ability to work as part of a team.
Innovative and creative, with demonstrated expertise in delivering excellent customer experiences.
Demonstrated ability to influence and lead change across an organization.
Expertise in solving complex and/or sensitive situations.
Excellent organizational, analytical, judgment, and interpersonal skills.
Strong conflict-management skills.
Ability to adapt and provide direction in a fast-paced, multitasking environment.
Must be legally authorized to work in the United States without restriction.
Must be willing to take a drug test and post-offer physical, if required.
Must be at least 18 years of age.

Responsibilities

Serve as the primary contact for assigned Poultry and Swine customers and distributors, and Veterinary Public Health accounts, managing operations, escalations, reporting, and issue resolution.
Liaise among customers, distributors, and cross-functional teams, including Key Account Managers, Area Sales Representatives, Sales, Marketing, Supply Chain, Inventory Control, Regulatory Affairs, Finance, and Warehouse Operations.
Manage end-to-end order processes for assigned accounts, including order placement, EDI transactions, order monitoring, exception resolution, fulfillment coordination, and customer communication.
Coordinate with warehouse and distribution teams to support inventory availability and on-time delivery.
Resolve complex operational challenges while supporting business objectives and service commitments.
Create complex written communications adapted to the audience’s needs.
Use communication strategies to anticipate potential conflict and facilitate effective communication and constructive professional relationships.
Drive departmental change processes and participate in defining organizational critical success factors.
Identify and explore departmental advancement opportunities and assess implementation feasibility to improve service and productivity.
Provide oversight of Customer Operations agents and work with the Customer Operations Management team to support consistent service across the department.