Account Planner - Customer Service
Our client, which is a leading consumer packaged goods manufacturing company in Concord is looking for an account planner to join their team.
Location: Concord ON
Shift time: 8:30am to 5:30pm
Salary: up to 47K
We are searching for a manufacturing account planner - customer service to join our dynamic Customer Service Team based in Concord. The Customer Service Representative functions on the tactical side of our business providing daily customer interface to ensure needs are met and expectations are exceeded. You will work closely with our external and internal customers as you synchronize efforts for customer orders, coordinate and monitor internal efforts, problem solve, and manage requests by keeping all parties posted of progress along the way. The role must firmly yet tactfully facilitate the order management process from order input through delivery and is the internal liaison for the team. The key to this role is high self-motivating initiative and detailed follow-through ability.
Job Duties:
- Order management for a set of customers or division of a customer
- Maintaining Customer Service Levels at 98% or higher
- Expedites plant input into any customer reports, ensure content consistency
- Monitors deployment instructions from the customer to ensure prompt shipment. Trouble shoots barriers to shipments
- Provides updated pricing to the customer at intervals compliant with our contractual obligation and ensure there are no payment issues
- First stop for Accounts Receivable issue resolution for price discrepancy for Short Payments, etc.
- Ensure that customer Purchase Orders received are compliant for price agreement, quantity agreement and terms and conditions
- Work closely with Customers/Buyers to ensure account is managed at a high level
- Faxed/Email Orders – manual entry
- EDI Integrated orders to be maintained and troubleshoot on a daily basis (e.g. integration errors, downloading issues with dates, SKU’s, UPC codes, ordering pattern, duplicate PO's, Ship Via, descriptions, etc.)
- Daily issues inclusive but not limited to PO discrepancies, refused loads, crediting of invoices, item/customer master issues, customer issues, etc.
- Liaise between various departments, including Transportation, PMO, AR/AP, Supply Chain, Warehouse Shipping Managers and Sales.
- Identify correct Bill to and Ship to, shipping via, plant location, item numbers, price, applicable charges, and add comments
- Enters manual orders at an accuracy of 98% & above
- Prioritizes daily orders in order of importance and shipment dates to ensure adequate lead time
- Fax/Email confirmations to customers within 24 hours of receipt
- Enters and revises transshipments. Communicates receipt and provides the Sales & PO # to appropriate plan
- Manage and update Account Summary Sheets for assigned Accounts
- Troubleshoot orders - working with Customers to correct PO's e.g. incorrect price, incorrect quantity, underweight, etc.
- Monitor SKU's/promo quantities. Alerting certain groups within the company in advance to avoid shortages and pushes
- Problem solving - daily interaction with all plants - rushes, shortages, substitutions
- Checkpoint Report - Identify the daily standing of the order whether it is cleared or requires investigation.
- Late Shipment Report - Research PO's that are late, communication is essential with all departments especially with Transport to monitor the Customer PO’s delivery
- Handle assigned customers’ orders by deleting, revising quantities and entering shipping instructions, along with PO and customer maintenance
- Must be knowledgeable with the process of customer’s purchase orders through to receipt of payment, to manage and resolve issues simultaneously
- Flexibility and availability is a must
- All other duties as assigned
Qualifications:
- Manufacturing Industry experience is required
- Minimum of High School Diploma / GED
- Community College Diploma, Bachelor's Degree also welcome to apply
- Advanced Excel skills and MS Word
- JD Edwards and EDI Integration considered an asset. Other ERP/MRP system experience acceptable
- Plant Capability knowledge and Customer Knowledge (people and process)
- Driven, empathetic, decisive, diplomatic, with sound judgment
- Excellent inter-personal and Customer Service skills
- Accuracy and expediency are a must
- Multi-tasking, problem solving and high attention to detail.
- Analytical skills, dependability, adaptability and initiative are essential
- Excellent verbal and written communication skills
How to Apply:
Please send your updated resume to careers@gc-employment.com with subject of "Account Planner - Customer Service_Concord".
