Sr Customer Service Specialist - Consumer Brands - Schwan's Company

At Schwan’s Company, the opportunities are real, and the sky is the limit; this isn’t just a job, it’s a seat at the table. Around here, every job matters, every voice counts, and every person contributes in a big way. As part of our front lines, we look to you to execute business, build relationships, and take pride in your work because at Schwan’s, you lead the way and we value what you bring. Our passion is our food. Our secret is our people. Schwan’s Company, a U.S. affiliate of the global lifestyle company, CJ CheilJedang Corporation, is a leading U.S. manufacturer and marketer of quality foods offered through retail-grocery and food-service channels. Our many popular brands include Red Baron®, Tony’s®, Big Daddy’s®, Villa Prima™ and Freschetta® pizza; Mrs. Smith’s® and Edwards® desserts; and Pagoda® and Bibigo Asian-style snacks. Schwan’s is a place for people with an appetite for more. To learn about joining a team where you can belong, contribute, and thrive, visit www.schwanscompany.com We are hiring a Sr Customer Service Specialist! In this role you will be responsible for providing excellent order management results for both internal and external customers. You will work with external customers and/or buyers to manage orders to ensure timely and complete shipment. This team is the focal point for customer communications and will troubleshoot and solve all issues related to orders and deliveries. If you are customer centric and have a continuous process improvement thinking – this could be your perfect job! Responsibilities:   Order Execution + Manage customer sales orders to ensure timely, accurate and complete shipments and accurate billing. This includes closely monitoring and working with customer contacts on all edits to ensure optimal inventory flow. + Monitors inbound customer shipments with plants, distribution centers and transportation. Effectively communicates issues to appropriate supply chain personnel. + Responsible for KSOX and regulatory compliance as it relates to order finalization. Work cross-functionally with Sales and Sales Planning to ensure order accuracy. + Sets up transportation arrangements on shipments as required. Uses discretion to determine cost effective shipment methods while meeting customer needs. Reporting + Analyzes inventory reports against customer demand to determine if customer shipments will be complete. Implements the best course of action to ensure customer satisfaction. Communicates any shortages and next availability to customers and sales in a proactive manner. + Monitors and reports on customer service scorecards and metrics. Identifies opportunities to improve service levels to external customers. + Responsible for ad hoc KPI reporting on top 10 accounts as well as monthly case fill reporting by business Problem Solving/Strategic Partnership + Participates in cross-functional customer meetings and may attend meetings with customers and sales. Responsible to conduct yourself and ensure your subordinates (if applicable) conduct themselves in a manner consistent with company mission, values, code of ethics, policies, and other standards of conduct. + Consults with internal departments: IT, Supply Chain, Transportation and Sales to effectively resolve customer issues and to ensure that customer shipments are processed in a cost-effective manner. + Advises management of any ongoing inventory and/or delivery problems. Provides solutions to resolve current problems and eliminate future occurrences; and implements process improvement actions that enhance service and reduce costs. Basic Qualifications: A minimum of 5+ years’ experience in a role focusing on internal and external customer service or process improvement role Preferred Qualifications: + Bachelor’s Degree and experience supporting a field sales organization working with sales orders, scorecards and metrics + Knowledge of Consumer-Packaged Goods or Supply Chain preferred + Results oriented and strong organizational skills + Excellent problem solving and interpersonal skills including relationship building, teamwork, conflict resolution and customer service + Strong MS Office Suite (Excel, Word, Outlook); knowledge of SAP is beneficial This job description is not intended to be an exhaustive list of all duties, responsibilities and qualifications associated with the job. An individual must be able to perform all of the duties and responsibilities listed in a fully competent manner to be considered successful in the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties and responsibilities. The employing subsidiaries of Schwan's Company are Equal Employment Opportunity Employers. All qualified applicants will receive consideration for employment without regard to disability, age, race, color, religion, gender, vet status, national origin or other protected class.