Customer Fulfillment Analyst

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Role Overview

Summary

The Customer Fulfillment Analyst is responsible for providing end to end logistics solutions and delivering exceptional customer engagement and overall supply chain customer services for assigned Home Improvement, eComm and/or Mass Merchant Customers.   Accountabilities for the role include, but are not limited to, overall customer service, the customer dashboard/scorecard performance, cost to serve, logistics productivity solutions, compliance program management, alternative and best cost to deliver proposals, and overall customer advocacy and engagement.  This position is highly visible and will partner with internal sales leadership to provide best customer delivery solutions, new product launch, inventory management, ordering effectiveness and efficiency.

Essential Duties and Responsibilities include the following, other duties may be assigned

• Delivering on the promise to achieve customer service expectations on overall cost, unit fill rate, and on time delivery performance
• Executing best value supply chain initiatives and practices to achieve best cost to serve the customer programs
• Engages at the customer level on customer service opportunities and initiatives, manages customer compliance programs, offer solutions to achieve expected service levels
• Aligns and coordinates internally with Inventory planning, Distribution operations, and Logistics group to achieve customer expectation service
• Advocates and supports customer delivery requirements including new product launch, special product promotional quantities, and direct to customer shipping opportunities
• Creates and manages best ship method and location proposals and executes to internal and customer expectations
• Manages efficient cost to serve improvement opportunities including but not limited to customer order frequency, minimum order volume targets, transportation mode, and seasonal logistics solutions
• Reports monthly on end to end cost, service and customer compliance scorecards and dashboards
• Monitor and coordinate proactive solutions to third party carrier performance and service levels.

Competencies To perform the job successfully, an individual should demonstrate the following competencies:

• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Qualifications to perform this job successfully an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

Education and/or Experience

4 year degree in supply chain management or business administration or 5+ years relevant experience

Professional Experience

2 to 5 years of experience in a fast-paced consumer products company in a customer-engaging supply chain performance role.

Benefits: 

• Medical, dental, and vision coverage 
• Life and disability insurance 
• Employee Assistance Program (EAP) 
• 401(k) with company match 
• Eligible for paid time off (vacation, sick, personal, holiday) 

Salary Range:  $67,000 - $75,000

* This salary range represents Weber Blackstone's good faith belief of what we reasonably expect to pay the top candidate