Category
Career Services
Department
Miscellaneous
Job Title
Customer Service Specialist - Elizabeth Arden - Roanoke, VA
Description
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TITLE
Customer Service Specialist, North America
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JOB CODE#
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DEPT. NAME
Customer Service
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DEPARTMENT MANAGER
Karen Dalton
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LOCATION
Roanoke
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REPORTS TO
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REPORTS TO TITLE
Customer Service Manager
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FLSA (Exempt, Non-Exempt, Non-Exempt Hourly)
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COMPLETED BY
John Hoffert
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REVIEWED BY
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EFFECTIVE DATE:
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Position Summary– Please explain in a few sentences the primary purpose of this position and its major objectives.
This position is responsible for the Customer Service experience from the receipt of the customer order to the resolution of the cash receipts for the customer base assigned to them. The Customer Service Specialist rep provides a world class level of service and account management support to the North American Sales teams, facilitates a vendor/customer relationship, and provides direct support to the Customer. A primary focus is to efficiently and accurately manage order flow, while ensuring compliance with customer requirements and managing internal costs and efficiencies and the resolution of any deduction or dispute that arises from the order process. This support includes, but is not limited to, close proactive liason with various departments within North America to insure best in class service to all customers.
Position Scope–The following describes the responsibility and impact of this position in terms of employees supervised, annual budget, etc.
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Please list those who can be considered Peers to this position:
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Number of Direct Reports (non-exempt):
0
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Title(s):
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Number of Direct Reports (exempt):
0
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Title(s):
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Number of Indirect Reports:
0
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Title(s):
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Revenue responsibility: $10-50 Million
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Annual budget $ responsible for: $0
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Other financial responsibility:
Deductions $1-10 Million
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Key internal/external interface(s):
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Essential Position Responsibilities– The following is a list of responsibilities that are required of this position. Please be as descriptive as possible.
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% of time
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Listed in order of importance:
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1.
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20%
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Customer Management
Interpret/analyze data from multiple sources to effectively problem solve on behalf of customers/retailers
• Manages/documents customer requirements in order to provide customer satisfaction with each order and prevent compliance deductions/complaints, Understand retailer’s scorecard metrics and develop and execute plans to successfully meet the goal for each metric
• Primary point of contact for customer for order related issues/inquiries
• Communicates to customers directly and through email
• Communicates to sales team directly and through email on customer issues
• Coordinates with other Elizabeth Arden departments to ensure customer requirements are known and followed throughout the organization
• Is knowledgeable of Elizabeth Arden processes and system to ensure a high level of customer satisfaction
· Pro-actively propose opportunities to the retailer to improve operational efficiencies that will allow them to be more profitable
· Owns relationship with the customer for order flow information and communication
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2.
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50%
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ORDER MANAGEMENT
• Manages customer orders to their expectations using own judgment and negotiation skills
• Includes entering/managing paper and EDI orders
• Reviewing orders for right price, items, quantities, address, ship date
• Reviews EDI kick out reports
• Checks stock availability
• Applies RTS dates to ensure on time delivery
• Reviews allocation reports to maximize fill
· Manages orders to achieve maximum DC Performance
• Follows up on order from receipt to delivery for customer
· Owns customer satisfaction for each order
· Runs fill rate reports
· Analyzes data and acts independently to maximize OTIF for customer
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3.
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25%
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Deduction Management
• Responsible for resolving open deductions for assigned customer base in a timely fashion defined by department goals.
• This includes researching the deduction to identify the reason for the deduction, determining if it was a planned or unplanned deduction and if it was authorized or unauthorized deduction according to the company policies and procedures.
• Responsible for identifying root causes for deductions in order to recommend prevention solutions.
• Responsible for reporting on the status of deductions to management as needed.
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4.
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5%
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Responsible for building a highly collaborative team environment both within the team and the department and all other North America departments and handles other projects as assigned
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Other/Non-Essential Duties -Please list the secondary responsibilities of the position or those that are required on a periodic basis.
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Decision Making Authority – Please provide examples of key decisions and/or recommendations (D or R) this position is expected to make. Identify whether the decision/recommendation impacts A= this area only, D =the department, G = this group/division or C= the Company.
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Decision/Recommendation:
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D/R
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A/D/G/C
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1. Order Management Strategies
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D/R
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A/D/G/C
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2. Deduction Strategies
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D/R
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A/D/G/C
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3. Customer Satisfaction Strategies
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D/R
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A/D/G/C
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Qualification Requirements -Please list the skills and competencies required to capably perform this position successfully.
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Education:
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College Degree a plus
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Experience:
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1-3 years customer service or equivalent
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Language/ Communication Needs:
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English, Second language a plus
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Certifications/Training:
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Computer/Technical Skills:
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Key Skills, Competencies & Abilities:
(i.e.: Analytical/Reasoning Skills, Customer Service, Problem Solving, Results Orientation, Team Commitment, Functional requirements, etc)
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Other (i.e.: Other characteristics/skills, Physical demands, Tools/Equipment/Materials utilized, etc.)
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Date Posted
October 19, 2009
Expires
November 18, 2009
Contact
Elizabeth Arden
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