Customer Account Associate

POSITION OVERVIEW:

Associate will be responsible for Kroger Order Management functions, enter, review, and book orders accordingly, working with Customers, Brokers and Field Sales in managing the order process, and processing returns for assigned customer(s). Additional responsibilities are Datamatics (EDI) processes and working with our 3PL transportation teams.

JOB RESPONSIBILITIES:

Order Management

• Enter (manual) and/or, Review (EDI) and Book orders for Welch’s Customers
• Review orders with ATP Holds, release if appropriate and communicate with Associates , Demand Planning and Forecasting teams accordingly
• Process change orders, product/date changes as needed
• Process credit, rebills and invoice only orders as needed to adjust inventory and sales for shortages for overages of orders
• Process Sample orders if/as appropriate
• Work with Co-man’s, third party warehouses, 3PL Transportation team
• Communicate professionally and effectively with Customers, Brokers, Sales, Marketing, Finance or others in managing customers and satisfying their needs
• Process Returns for assigned Customers/Territories
• Work with Supply Chain and sales teams to ensure product specs and container optimization are clearly communicated and executed for export orders.

JOB REQUIREMENTS:

Effective team member:

• Supports the team process and actively participates in the development and accomplishment of company-focused goals.
• Keeps Customer Solutions team members and other functions (i.e. Sales and Marketing) appropriately informed of special situations, needs, or problems and recommends course of action(s) to resolve.
• Demonstrates ability to be a strong team player with customers, sales advisors, colleagues, and other cross-functional groups.
• Fully supports team decisions
• Sets a worthy example for others to emulate
• Ability to work well under pressure while also maintaining a positive attitude.
• Adapts quickly to a changing environment, new information, insights, trends and encourages others to do the same
• Working knowledge of Lean Principles identify opportunities to reduce manual efforts.

Demonstrates job knowledge

• Learns what a customer is striving to achieve in terms of customer service (e.g. on-time delivery, case fill) and works to provide it.
• Maximizes the use of all available computer software programs, reporting tools, and other resources.
• Has a working knowledge of Welch’s competitive products and industry knowledge.
• Exhibits professionalism in all aspects of business etiquette and job responsibilities.

Builds customer loyalty and confidence:

• Provides customers with helpful information and specialized assistance on a routine basis to maintain superior quality and establish and maintain partnerships and relationships.
• Deals with customers in a trustworthy, honest and ethical manner.
• Promotes and fosters a positive environment by building and maintaining relationships with customers at the order management level.

Communicates effectively:

• Expresses self in an articulate, easy to understand manner.
• Makes appropriate use of written communication.
• Listens effectively.
• Has comfort level interacting with all levels of management, internally and externally.
• Keeps others informed about issues that are important about the business the order management team and individual’s jobs
• Responds quickly to the needs of others.

Demonstrates problem solving skills and creative thinking:

• Uses common sense and good judgment in interpreting policies and procedures to accommodate customers’ requirements (e.g. recognizes value of retaining existing customers).
• Strives to provide information and assistance without having to transfer customer to other resources.
• Uncovers and analyzes problems, then develops creative solutions
• Challenges the status quo by questioning standard practices, identifying barriers, and developing new and better ways to do things ensuring continuous improvement.

Plans and organizes effectively:

• Proactively identifies problems or areas of concern that should be addressed to improve service and customer satisfaction levels.
• Works consistently and sustains a high level of productivity.
• Keeps information organized and pays attention to detail; maintains accurate, complete and detailed files.
• Possesses strong project management skills.
  

MINIMUM QUALIFICATIONS:

• 3-5 years of previous business experience, within a customer service environment
• High school diploma or equivalent; Associate or Bachelor’s degree is preferred
• Advanced Excel skills required
• Prior experience with order management
• Prior experience with transportation management is a plus
• Consumer packaged goods (CPG) industry experience is preferred
• Prior collections experience is a plus
• Oracle Systems experience is a plus