Customer Service Logistics Professional

Role Summary

The Customer Service Logistics Professional serves as the critical link between our customers and our internal supply chain organization. Responsibilities include processing sales orders; supporting cross-functional projects to drive supply chain efficiencies; collaborating with customers and internal partners to achieve agreed upon objectives; and, managing order-to-cash relationships.

Responsibilities

• Provide efficient and accurate order fulfillment of an assigned account base and act as a liaison between the customers and internal partners.
• Review and mitigate potential sales order issues including customer expected pricing and ensuring compliance with Haleon‚Äôs policies and procedures.
• Communicate inventory constraints and surpluses to customers as appropriate.
• Optimize LTL shipments into truckloads or ‚Äòship withs‚Äô where feasible.
• Understand carrier capabilities, lead time cycles and customer receiving practices to deliver goods as efficiently as possible while additionally monitoring shipments to ensure on-time delivery/OTIF requirements.
• Assist transportation planners in resolving issues and communicating to appropriate parties as necessary to ensure efficient management of the delivery process to the customer.
• Manage issues regarding damaged goods, shipment delays, customer refusals and returns, etc.
• Prepare and analyze logistic-related customer scorecard metrics and participate in scorecard presentations with customer as required.
• Report and validate data to support customer service and transportation activities and support Haleon KPI‚Äôs and customer scorecard requirements.
• Analyze existing order to ship processes for possible improvements.
• Offers solutions to assigned customer accounts by providing services based upon specific customer initiatives.
• Review and clear deductions related to penalties, OS&D and vendor compliance chargebacks.
• Coordinate with CPFR Analysts and CPFR/Customer Service Management to execute to the agreed upon inventory allocation quantities for stock constrained items.

Qualifications

• Required: Bachelor‚Äôs degree.
• Required: Minimum 1 year of customer-facing experience (retail, sales and/or supply chain).
• Required: Experience with MS Office Suite Applications and MS Excel.
• Preferred: Bachelor‚Äôs degree in business, supply chain or finance.
• Preferred: Experience with order processing, invoicing, credit/debit memos, claims and deductions.
• Preferred: Understanding of governance and risk management.
• Preferred: Ability to multitask and manage many projects with a wide variety of queries.
• Preferred: Experience in working across boundaries with diverse internal and external cross functional stakeholders, spanning varied levels of hierarchy.
• Preferred: Proficiency in Microsoft Word, Excel, and PowerPoint.
• Preferred: Resourceful, energetic, and self-motivated with ability to work independently and as part of a team, to deliver high quality output, on time.
• Preferred: Strong and effective written and oral communicator.
• Preferred: Ability to employ effective decision-making strategies in resolving issues.