Account Planner: Customer Service Representative
Our client, which is a leading consumer packaged goods manufacturing company in Concord is looking for an Account Planner (Customer Service Representative) to join their team.
- Location: Concord, ON
- Report to Customer Service Manager
- Shift time: 8:30am to 5:30pm
- Great benefit plan + lunch program that equates 2000 extra a year.
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 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.
- 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
Qualifications:
- Manufacturing Industry experience is required
- 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
How to Apply:
Please send your updated resume to careers@gc-employment.com with subject of "Account Planner - Concord".
