Customer Operations Specialist

Marshall, MN

Schwan’s Company, a U.S. affiliate of the global lifestyle company, CJ CheilJedang Corporation, is a leading U.S. manufacturer and marketer of quality foods offered through retail-grocery and food-service channels. Our many popular brands include Red Baron®, Tony’s®, Big Daddy’s®, Villa Prima™ and Freschetta® pizza; Pagoda® and bibigo Asian-style snacks; Mrs. Smith’s® and Edwards® desserts. Schwan’s is a place for people with an appetite for more. To learn about joining a team where you can belong, contribute, and thrive, visit www.schwanscompany.com

We are looking for a Customer Operations Specialist to be located at our office in Marshall, MN. This position is responsible for providing superior order management results for both internal and external customers. The primary responsibilities include working with external customers and/or buyers to process and manages orders and to ensure timely and complete shipment. This job troubleshoots and resolves issues related to orders and deliveries, work with customers and field personnel to ensure quality service and also work towards improvement of the flow of product to our customers.

Responsibilities

• Manages customer sales orders to ensure timely accurate and complete shipments, follow Schwan's order policies, and accurate billing. This includes closely monitoring and correcting all order edits and incompletions.

• Manages service issues on a regular basis. Must quickly identify the source of the problem, gather and analyze information related to the issue, and devise a solution that best meets both Schwan's Food Service and the customer's needs.

• Manages OSD (overage, shortage damage) claims. Research problem and follow up with customer on resolution. Creation of credit and debit memos accordingly to provide account resolution.

• Research and advise resolution to customer deductions for pricing, detention charges, lumper fees, bad pallets, etc.

• Consults with internal departments: IT, Supply Chain, Pricing, Transportation and Sales to effectively resolve customer issues and to ensure that customer shipments are processed in a cost effective manner while meeting customer needs.

• Analyzes inventory reports against customer demand to determine if customer shipments will be complete. Implements the best course of action to ensure customer satisfaction. Communicates any shortages with next availability, as well as, offer substitution to mitigate shortages to customers and sales in a proactive manner.

• Advises management and Supply Chain of any ongoing inventory and/or delivery problems. Submits options to resolve current problems and eliminate future occurrences; and implements process improvement actions that enhance service and reduce costs.

• Analyzes customer ordering patterns for cost savings and efficiencies. Identifies opportunities to improve service levels and savings to external customers.

• Collaborates with customers on Cash in Advance payments, inventory availability, excess inventory resolution, and completion of requested forms.

• Identifies and implements opportunities for process and system improvements to decrease overall costs, increase department productivity, and improve customer service.

• Manage all documentation to be compliant with KSOX.

• Responsible for team coverage.

• Responsible to conduct yourself and ensure your subordinates (if applicable) conduct themselves in a manner consistent with company mission values code of ethics policies and other standards of conduct.

  Preferred Qualifications

• Education: Bachelor's Degree preferred in related discipline such as Business, Communication or Supply Chain.

• Years of Related Experience: 3-5 years related experience

• Knowledge/Skills/Abilities: General business knowledge required. Knowledge of Consumer Packaged Goods and Supply Chain preferred; solid PC skills including Microsoft Office Suite (Excel, Word, Outlook); knowledge of SAP is beneficial; strong interpersonal skills including relationship building, teamwork, conflict resolution and customer service; effective verbal and written communication skills; experienced judgment and decision making ability; detail oriented; results oriented; and solid organizational skills