Job Description

Functional Expertise

• Determine and set appropriate priority for open order lines at a product level globally by utilizing planning information, input from BU, sales, and operations.
• Review and process expedite requests or DIR activities, international expedites, and escalations at a product level globally.
• Respond to escalation issues in a timely and professional manner; engage plant leadership or supervisor when appropriate.
• Partner with the BU, sales, materials planning and manufacturing operations to provide proactive support for product shortages to reduce the need for customers to enter expedite requests or Delivery Improvement Requests.
• Proactively identify product delays or impactful demand changes and take actions to improve availability.
• Partner with Demand Planning, Materials Planning and Manufacturing Operations to ensure appropriate forecast and lead times are utilized.
• Assist in the analysis and correction of all issues related to their area of responsibility.
• Solve customer issues using a positive, proactive customer centric mindset. Recognize and identify customer needs and respond with urgency.
• Work with others to determine alternative solutions as required that meet or exceed customer expectations.
• Coach and train internal and external stakeholders to the GPO processes to enhance the customer experience. - Assist in projects as assigned by management staff.
• Responsibility for content of Standard Operating Procedures; provide changes to Quality Assurance/Global Competency organization for updating of documents.
• Provide recommendations relevant to the improvement of policies and procedures. Leadership / Interpersonal
• Demonstrate strong interpersonal skills and independent problem resolution.
• Demonstrate excellent written and verbal communication skills.
• Drive engagement and demonstrate presence as a member of a global team with ability to operate in different cultural settings and working towards a common goal.
• Generate ideas and solutions to resolve issues.

EDUCATION REQUIREMENTS:

• Bachelor's degree in business or related field, or equivalent

EXPERIENCE REQUIREMENTS:

• A minimum of 2 years of customer service and / or material planning experience in a fast paced, high volume environment.
• Possess knowledge in supply chain, materials planning, and logistics.
• Proven track record in resolving customer issues through a customer centric mindset.
• Expertise in SAP or similar systems.
• Familiarity with MS Office suite is required. Working knowledge of web-based tools is preferred.
• Excellent customer relations / service and telephone skills are essential.
• Strong English Writing and Speaking Communication