Customer Service Account Coordinator in Springfield MO

Dairy Farmers of America logo
Dairy Farmers of America
Title: 
Customer Service Account Coordinator
Date: 
11/30/2020
Job ID: 
10856
Location: 
Springfield MO
Degree: 
Not Specified
Salary: 
Not Specified
Job Types:
Account Manager, Cust. Service Mgr., Cust. Service Rep.

Provide assigned customer accounts with the best possible customer experience and service in relation to order management activities, general requests, problem solving, and communication. Manage customer orders from receipt of order through cash application, ensuring prompt resolution of any issues which may arise from the time the order is placed through the date of invoice, as well as actively managing any on-going logistics maintenance. Build positive and effective relationships with customers, external contacts (transportation/logistics, brokers) and internal contacts (sales, credit, quality, plants). Analyze each situation as needed and take appropriate action to meet customer needs. Coordinate actions with internal and external contacts. Determine the best method to resolve problems to ensure customer satisfaction and adherence to the organization&##39;s policies. Support Sales/Account Managers as needed, including generating customer reports. This position requires teamwork and evolving leadership within the department, striving for a high level of performance.

Duties and Responsibilities

  • Order Handling

    • Receive and enter customer orders accurately evaluating product availability and lead times required with an awareness of special customer requirements via management of Customer Information Sheet, follow orders through the ERP from purchase order receipt to product release to shipment, including any follow-up actions required
    • Consistently monitor ERP for new Electronic Database Interchange (EDI) orders and review deadlines, availability, and ensure special customer requirements followed
    • Utilize tools including the CSR Dashboard (for SAP) and various reports such as Orders Not Loaded, Orders On Hold (for Adage) to maximum order flow (e.g., incomplete order report, orders with shipping past due report, and orders shipped not invoiced report)
    • Take ownership and monitor orders through the system from order to release to shipment to any follow-up actions
    • Review and edit orders for correct pricing and promotions, sail schedule adherence on LTL loads, pallet load, correctness, and proper ship locations sourcing
    • Navigate multiple systems during the order management process -- SAP, Adage, TMS-BluJay, Carixa
    • Initiate all invoice corrections and credit memos as needed through the DN workflow for proper approval.

  • Account Management

    • Provide customer accounts and internal/external contacts with the best possible customer experience and customer service, often functioning as the customers&##39; central point of contact and liaison to DairiConcepts
    • Communicate effectively over phone and e-mail with both internal and external customers
    • Facilitate conversations between sales account managers/brokers, transportation, production schedulers/plant employees, customers, and other affected individuals to review, coordinate, and/or resolve change requests, time frame issues, or logistics issues such as shortages, transportation, and product availability
    • Confer with the sales managers to resolve any order price discrepancies prior to invoicing including DC Pricing for verification
    • Coordinate the return of damaged or defective customer products including obtaining proper authorization for said returns
    • Process customer complaints and freight claims through the internal database within 24 hours of receipt of required documentation
    • Provide the customer with proactive communication regarding order status, logistics issues, and action plans to meet expectations for order delivery. Ensure the sales team and other stakeholders are aligned and informed
    • Assist in researching and identifying root cause analysis around account specific issues as they arise and help resolve them utilizing experience and knowledge from other departments and team members.
    • Solicit information regarding forecasted needs from customers as requested
    • Collaborate with credit department to research and resolve short pays and credit holds
  • Collaboration
    • Work closely with plants on production schedule to meet customer demands
    • Build positive and effective relationships with internal/external contacts (plants, sales, credit, QA, marketing, customers); learn about their processes, requirements, etc., in order to provide exceptional account support
    • Develop close working relationship with Account Manager to strengthen customer engagement and support of sales initiatives to deliver unique value
    • Collaborate with peers to determine best solutions to support overall customer service needs
    • Coordinate with credit and master data departments on customer setup and maintenance
    • Update and maintain customer documents (Customer Information Sheets) or files using internal record keeping systems
    • Cross-train and provide back-up assistance to others in the department
    • Other duties or projects as requested by Customer Service Manager.
  • The requirements herein are intended to describe the general nature and level of work performed by employee, but is not a complete list of responsibilities, duties, and skills required. Other duties may be assigned as required.

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