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Customer Service Coordinator

Nellson LLC

This is a Contract position in Anaheim, CA posted March 27, 2021.

PREAMBLE

The Customer Service Coordinator must have proven ability to acts as a problem solver, decision-maker and to build collaborative relationships with internal/external customers enhancing customers’ experience. (i.e., Sales, Supply Team, Quality, Warehouse, R&D, and Production) Obtain accurate and up to date information to insure Nellson LLC., customers receive the highest customer satisfaction through timely communication.

Is responsible for, but not limited to; order entry, status updates, finished good inventory, on-time delivery, and customer projects. Assertiveness, positive attitude, initiative, and ability required to support Nellson LLC., service standards in a team environment.

ESSENTIAL FUNCTIONS/JOB DUTIES: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

•Receive and enter customer purchase orders (PO) into the database. Verify the PO meets current pricing, minimum order quantity (MOQ), and customer requested dates are within lead time per customer contract. Immediate communication to customer is required with any changes that affect the customers expected delivery requirements. 

•Obtain customer forecasts and provide to planning team the second week of each month.

•Be familiar with Customer web-based portal where necessary.

•Responsible for Finished Goods (FG) Inventory; following up with Micro lab, completion of production work orders…etc. As well as communication of FG inventory to customer and dispatching accordingly for on-time delivery.

•Provide weekly status reports to the customer, which include open orders, finished goods status, production schedule, materials issues, and new promise dates if applicable.

•Facilitate and preparedness on weekly customer calls (i.e., schedule changes, material issues…etc.).

Work with Sales, Change Control, and New Product Introduction team on customer line extensions, deviations, monitoring materials effected by phase in/out projects, and new product launches. Actively participate in internal and external meetings working closely with cross functional teams to develop improved processes to serve customers’ and business needs

•Communicate discontinued customer FG sku’s, and obtain material exposure. Present exposure to the customer, receive a disposition / purchase order, and ensure materials are dispositioned within a timely manner.

•Maintain high level knowledge of company/customer products and customer complexity, e.g., ordering patterns, rejections, shipment discrepancies, invoice inaccuracy.

•Participate in monthly ship sales projections and provide feedback for past due customer orders.

•Issue Returned Materials Authorization (RMA). Facilitate between Customer and Quality to validate customers request to return rejected materials. Once approved a copy of the RMA is to be forwarded to the customer, quality, production, and the warehouse as a notification of return.

•Ensure rejected customer finished goods, either internally or through an RMA, are dispositioned and reworked within a timely manner.

•Work with Finance to investigate and resolve any payment issues.

•Issue miscellaneous credit, or invoice to the finance department as directed by Sales (i.e., inventory exposure, invoiced price difference, freight credit…etc.). 

NON-ESSENTIAL FUNCTIONS/JOB DUTIES:

As necessary, performs other related functions of which the above is representative

ESSENTIAL REQUIREMENTS:

•Minimum 2 years of handling customer service accounts in a Co-manufacturing Environment 

•High school diploma or general education degree (GED) required

ESSENTIAL REQUIREMENTS (continue):

•Must possess 2 years of strong customer service skills 

oEffective communication skills both verbal and written.

oProblem-solving skills and ability to use independent discretion for decision-making.

oMust exhibit professionalism

oMust demonstrate attention to detail and be able to retrieve information in timely manner

oExcellent organizational and analytical skills; ability to take initiative and make fact-based decisions 

•Must have experience in JD Edwards or similar order management programs.

•Understand the concept of inventory movement.

•Typing skills which include 10-key experience.

•Ability to navigate proficiently within Microsoft tools, e.g., Word, Outlook, and Power Point.

•Proficient to Advance EXCEL skills including but not limited to V-look up, macros, pivot tables, etc.

•Ability to work in fast paced environment and meet daily deadlines.

•Ability to plan and execute assignments to completion with minimal supervision.

•Strong mathematical skills

•Must be focused and multi tasked, and deal with frequent disruptions.

•Daily routine is in constant flux and requires ability to adapt to an ever-changing environment.

•Solution conscious versus problem oriented.

•Ability to work well within a team environment.

•Receives and answers, within established guidelines, customer’s questions, and concerns.

•Overtime as Required

Nellson LLC is proud to be an

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