Customer Order Specialist

Central Garden & Pet Company (NASDAQ:CENT and CENTA), is a leading innovator, marketer and producer of quality branded products for the pet and lawn and garden supplies markets. Our Shared Service Center is searching for a Customer Order Specialist in our Boise, ID office.

This position will play a key role for the Customer Order Team by driving standardization and efficiency of process. This role will provide excellent customer service and process customer orders within the Shared Services center. This position is responsible for order entry processing and will utilize policies and procedures to consistently ensure an excellent customer experience, while meeting company objectives with regard to customer fill rate and on time delivery. This position troubleshoots and resolves customer complaints and disputes and is responsible for assisting with continual process improvements and cost effective delivery of services.

Please see our website at www.central.com for additional information.

MEASURES OF SUCCESS

• Resolves customer inquiries and complaints by utilizing SAP, Prelude, or other enterprise system programs and departmental resources
• Tracks and resolves customer issues, complaints and proofs of delivery
• Develops and maintains documentation on all assigned customers
• Researches and works across functional areas to identify and resolve distribution issues, product availability, and order accuracy
• Processes standard orders received by customer or field sales (via telephone, fax, EDI, e-mail) including invoicing shipments in a timely and efficient manner
• Provides back-up support to the EDI Specialist
• Prepares various reports and logs relevant to the customer operations field and presents this information to Customer Order team members
• Communicates with the Credit Department to maintain credit hold status, to secure such orders from releasing
• Communicates with distribution facilities to ensure on-time shipment and delivery of customer orders, thus maintaining appropriate service levels
• Maintains and tracks the shipping, fill rate, and open order status on all assigned customers
• Works with other Customer Order team members to review, research, update current, and formulate new customer service policies and procedures, as needed, and within the Central Garden & Pet financial guidelines
• Works effectively and professionally with the customer and with internal functional areas, to include, but not limited to: Distribution, Credit, Sales & Operations Planning
• Delivers on defined operational goals and activity metrics and ensures timely and accurate completion of work
• Maintains process documentation
• Participates in team planning meetings
• Ensures daily, weekly and monthly reporting to direct supervisor
• Performs other assigned tasks and duties necessary to support the Order Management team

IDEAL CANDIDATE ATTRIBUTES

• College Degree preferred, or 2+ years of multi-product Customer Service experience and/or previous sales experience.
• Experience working with large customer base and high volume of transactions
• Experience working with enterprise systems such as SAP, Oracle, AS400, A+, or other
• Experience working with Microsoft Office Products required
• Experience working with EDI
• Consumer Products experience preferred
• Experience in a shared services center environment preferred
• Knowledgeable with SAP preferred
• Experience managing projects and resolving problems in a professional manner
• Ability to partner with Shared Service Center management and provide input into process improvement as well as effective execution and change management within the team
• Works well in an environment with firm deadlines; results oriented
• Ability to work in a heavily metrics driven organization
• Strong customer service and communication skills
• Strong written, verbal, interpersonal and analytical skills
• Strong attention to detail, goal oriented
• Possess process improvement mindset with a desire to consistently look for ways to improve efficiency and service
• Proficient in Microsoft Word and Excel
• Perform multiple tasks effectively; prioritize and respond with appropriate sense of urgency
• Able to work both independently and as part of a team
• Other – candidate should have the highest integrity and character and possess customer service experience and business sense. Must be able to follow process and collaborate cross-functionally and with 3rd party vendors
• Ability to work in a constant state of alertness and safe manner

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by law.

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