Customer Care Specialist presso undefined

Job Title: Customer Care Specialist

Location: Remote within the US but must work EST schedule 

Responsibilities

Manage the day-to-day activities associated with managing retail customer orders & relationships of the retailer, including:

• Understand normal customer demand flow including replenishment, promotions, line resets, etc. that will impact demand requirements.   Work with cross-functional teams to streamline what is necessary to ensure customer demands are met.
• Interface with retail partners to provide order updates, etc.
• Research any inconsistency between customer PO and Apprise (ERP) data and determine corrective action.
• For EDI customers, review inbound orders for accuracy and completeness.
• For non-EDI customers, review customer purchase orders and enter PO into the system accurately and completely. 
• Work with production and planning on inventory related issues and manage any supply shortfalls for domestic and direct import orders.  Determine if customer demand cannot be met and work with the sales team and planning to develop an action plan to correct situation.  
• Work with the sales team to modify current orders to reflect shippable product. 
• Collaborate with the distribution center teams to address any order issues occurring in the shipment process (unforeseen shortages, routing issues, order changes). 
• Work with the shipping department to understand changes in the customer routing guide and assess the impact changes will have on current processing of orders/shipments.  Notify appropriate departments of changes that impact their area and follow-up to confirm that changes have been addressed in a timely manner. 
• Communicate with Sales team, Finance, IT regarding new account status.
• Chair domestic kick-off meetings for newly on boarded customers to ensure that all teams operate to the expectations set forth by the customer.

Qualifying Skills and Experience

• Must have previous wholesale experience partnering with major retail accounts (specific experience partnering with Target is highly preferred).
• Knowledge of major retailer’s websites/systems a must.
• Must be organized and able to multitask.
• Working knowledge of ERP systems is preferred.
• Excellent verbal and written communication / interpersonal and organizational skills.
• Demonstrated ability to succeed in a fast-paced environment.