[Remote] Customer Service Representative II

Note: The job is a remote job and is open to candidates in USA. LanceSoft, Inc. is seeking a Customer Service Representative II to support their Customer Logistics and Supply Chain Specialists role. This position involves managing customer interactions, resolving issues, and leading process improvements while ensuring high-quality service delivery in a fast-paced environment.ResponsibilitiesManage planned activities and resolve issues that affect multiple orders/customers, determine solutions, and execute changes. Lead cross-functional meetings to resolve issuesPerform all Customer Service day to day work, manage escalated issues, and address service issues & opportunities / trends raised by Customers, PSS teams, Customer Solutions and Account TeamsLead continuous improvement activities and project management with cross-functional teamsUnderstand performance metrics and improve quality, speed, and capabilities to meet or exceed goalsManage high volume promotional activities by ensuring end to end execution of all Customer requirementsDay to day customer service activities (i.e. order entry; expedited orders; customer order change request; customer pick up; Customer credits; transportation issues; product cuts; general product information; over, short, and damaged process; transportation method change; process order changes based on delivery block reports; credit hold resolution; vendor managed inventory; duplicate, missing, or incorrect orders; identification and correction of EDI order issues; transportation Pool Schedules; order scrubbing to adhere to TMMC policies; item conversion; combining two or more orders to ship together; McDonald’s distributor special services)Types of planned activities managed - Informal and formal allocation, holiday schedules, new item implementations, managing warehouse closing/openings, item discontinuations, SAP implementationsTypes of unplanned activities managed - unplanned closings, redirects, dock capacity, transportation capacity and issues, open order reports, quality holds, pre-cuts, short code and too old to sell processInvestigate, then validate, claim or request reversal of fines, customer deductions and transportation deductionsCommunicate and present to all levels in the organizationSingle point of contact for assigned customer, attend face to face customer meetings, internal forecast meetings, sales meetings etcRecognize and track trends with customer issues, evaluate and suggest process improvements for Product order management and our partners!Partner with Product supply, Supply planning, logistics and transportation teams to influence and resolve order flow concerns (late trucks, dwell time, refused deliveries)Responsible for managing phone calls and emails from customers, internal stakeholders and partners and accurately tracking and resolving the business needCustomer order management – Acts as liaison between external departments and customers to process order changes, communicate all order changes, track, and reschedule customer orders to meet customer requested delivery datesApply best practices and business knowledge to make timely decisions and resolve issues with product orders to meet requested customer delivery datesUnderstand Company goals and performance metrics and improve quality and speed to meet and exceed customer expectationsWork collaboratively but often independently on daily tasks and resolve escalations that are diverse in scope using strategic thinking, people and company resourcesSkillsHigh School diploma; GED equivalentAt least one year in a customer-facing roleStrong customer service and relationship background, strategic thinking, effective communication and business writing skillsMust have strong research or analytical skills, attention to detail, effective problem solver and influencing skillsMust have a strong sense of urgency and be empowered to make timely and informed decisionsBuilding collaborative relationships within POM, Supply chain/OTC organization and our external partnersKnowledge of supply chain, Order Management, and Customer Services processes and systemsAbility to excel and contribute in a fast paced and changing work environment with accuracy while meeting SLA's and deadlinesExpress ideas precisely, persuasively and effectively; listens and responds appropriately to Customers and co-workers and all levels of management in an effective professional mannerCommitment to and passion for continuous improvementAbility to understand overall Company objectives and manage competing project and tasksRoles within this organization include teleworking and remote working. Candidate must be able to work independently with minimal daily supervisionUndergraduate degree in Business Administration, Logistics, Supply Chain, or equivalent work experienceThree years in a customer facing role; three years in a call centerKnowledge of the CCNA Product Supply system, Order Management and Salesforce & SAP is a plus. Other systems used include CRM Database, MS Office; Outlook, Word, Excel, SharePoint, GenesysBenefitsCandidate can reside anywhere in U.S., and we will provide a laptop for the duration of the assignment.Compensation & Benefits: Competitive benefits package that start on day one of employment.Company OverviewEstablished in 2000, LanceSoft is a pioneer in delivering top-notch Global Workforce Solutions and IT Services to a diverse clientele. It was founded in 2000, and is headquartered in Herndon, Virginia, USA, with a workforce of 5001-10000 employees. Its website is http://www.lancesoft.com/.