Essential Responsibilities and Tasks:
Customer Service Excellence:
Dedicate the first 2 hours of the day for order entry.
Check email for orders and enter any orders outstanding from the previous day. All orders need to be entered within 24 hours of receipt.
Review live NSLU/HENRI spreadsheet, update notes and urgent requests
Review open order report VA05
Review order shipment status ZVL10U and push through DNs as required
Attach all documentation to orders
Review VF04 to release order blocks
Review VFX3 to resolve and release invoices (Freight, low margin, high margin)
Review V.23 to release all blocked orders
Use MMBE and Production scheduler for inventory availability
Conduct Customer follow ups
Review credit blocks and product allocation blocks for release
Process credit card payments, as required
Update CSR KPI’s daily on NSLU/HENRI spreadsheet
Treat every Friday as month end
Commitment to 4 Hour Response time with internal / external parties. This does not mean bring the full resolution but the minimum is to acknowledge the request and let the party know you are working on it.
Maintain a broad knowledge of product availability (i.e. packaging, lead times, inventory)
Consignment inventory reconciliation, as required
Goods issuing orders shipped from third-party warehouses
Arrange collection of empty containers on behalf of the customer
Complete administrative tasks and special projects as assigned
Monitor customer telemetry to determine order entry
Invoice customers for value-added services
Upload customer portal invoices daily
Collect End User Declarations (EUD’s)
Order customer branded labels for warehouses, as required
Build and retain customer relationships
Create and Maintain Customer Masters
Update Customer specific price (CSP)
Timely invoice adjustments
Assist with empty container returns
Process Customer Complaints and forward to the appropriate party
Prepare customer required reporting (Open order reports, POD, CofA, customer forms, etc.)
Answer after hours customer calls, as assigned (on call schedule / cellular phone)
Effectively Manage Email Inboxes
File emails that have been dealt with. Do not keep inbox overflowing so that you cannot organize your day.
Identify and train a Backup/Buddy System, in collaboration with your Manager
Effective hand off tasks during absences, communication and outstanding actions.
Ensure your back up is fully trained and capable to handle your workload in your absence.
Ensure safety is the first priority and that all activities are conducted in accordance with quality, health, safety and environmental management systems as well as corporate and local policies
Follow processes to prevent misloads, our goal is Zero Misloads
Record Near Miss reports in Brenntag Operations Outreach (BOO) – Min. 6/year
Attend and complete monthly virtual safety training
Participate in Mock drills, as required (example: Fire drill, mock recall, etc.)