Regional Customer Support Analyst

Job description

Henkel´s Laundry & Home Care brands have been trusted by generations of families. To maintain the trusted quality it takes constant innovation, sound research, cutting-edge product development, smart marketing and sales. Above all, it takes people who share our passion and embrace change. What do you strive for?

The Regional Customer Support Analyst ensures the performance of the supply chain from order to shipment to billing and customer service. The position is responsible for managing Domestic and International Costco product fulfillment and is the customer-advocate within the Henkel Supply Chain that demonstrates a commitment to customer retention through superior customer service and analytics throughout the order-to-cash process. The Customer Support Analyst works in a oversight capacity with a number of departments within the supply chain to ensure that the overall process runs smoothly and provides analytic data and feedback to increase effectiveness and reduce costs throughout the system.

What we offer

· Manage and review customer orders (EDI and telephone) to maximize shipping capacity and effectiveness
· Checks and aligns pricing to invoicing before dispatching orders to minimize deductions
· Communicate across customer service team to align resources
· Proactively work with sales to manage and communicate supply chain challenges
· Manages Freight Forwarders to arrange carrier pick-up and delivery.
· Monitors status of all open orders to ensure timely delivery
· Assess current orders and forecast future demand to provide adequate supply – respond quickly to significant changes to mitigate risk
· Track and report out on order status and identify logistics issues
· Ensure documentation completed to support shipment
· Works with transportation department and carriers to manage and prioritize “hot loads” and rework as required
· Communicates on product defects or miss-picks to provide data for root cause determination and issue resolution
· Issue Bill of Lading ad verifying documents and track all Purchase Order status (Key liaison with Warehouse and Freight Forwarders in moment of truth)
· Work with Costco traffic in country to ensure equipment needs are met
· Key decision-making activities include: whether to request a stock transfer order, to move a customer order to ship from another distribution center or to request a later arrival date from the customer.
· Key point of contact for all customer supply chain activities and assists in the implementation of customer specific programs in conjunction with Sales/Marketing
· Analyze customer service levels, in-stocks and on-time customer measures & develops action plans to achieve service level goals.
· Work with carriers to expedite delivery of orders and determine correct disposition of refused product; work with billing department on confirmation of corrected invoice.
· Work with select customers who have customer pickup transportation agreements. Collaborate with customers and carriers to ensure proper scheduling on shipping appointments, on-time pickup and on-time performance improvement opportunities.
· Coordinate the return of refused/discontinued product that insures the most cost-efficient freight rates
· Allocate product

Desired profile

Qualifications :

Who we are looking for

·  Bachelor's Degree in Logistics, Business, Engineering or Supply Chain Management
·  Supply Chain and Logistics experience
·  Experience with importation and customs brokerage
·  PC literate in Microsoft Office suite of products
·  Knowledge of Google Docs
·  SAP Experience
·  Excellent written and verbal communication skills
·  Strong organization and planning skills • Strong problem solving and analytical skills
·  Demonstrated leadership skills
·  Knowledge of supply chain/logistics in a consumer products or related industry preferred
·  Ability to build effective working relationships across functional areas
·  Highly motivated; enthusiastic, energetic, capable of working in a fast-paced environment
·  Excellent interpersonal skills
·  Strong customer focus

Disclaimer: The above statements are intended to describe the general nature and levels of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Henkel is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.

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Discover more: www.henkel.com/career