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Title

Customer Service & Compliance Specialist 

Location Hickory, NC  
Category Customer Care  
Scheduled Shift Non-Exempt 

Description

SUMMARY OF POSITION

The Customer Service & Compliance Specialist (CSCS). ensure that Operations and Sales Order Processing is in compliance with Customer Requirements as stated in the customer's Vendor Routing Guide and Sales Agreements. This individual would is responsible for handling customer shipment and labeling compliance also. Along with standard CSR functions for EDI customers, the CSCS will be responsible for the investigation and outcome of customers' fines and penalties incurred from non-compliance shipments. Also, he/she will proactively work collaboratively with key customers and all other functional areas needed to identify best practices across the entire supply chain as well as building relationships regarding customer's requirement for compliance and uninterrupted service.

ESSENTIAL DUTIES AND RESPONSIBILITIES (other duties as assigned)

  • All standard responsibilities expected of a Shurtape CSR.

  • Investigate reasons for sales deductions related to shipping errors, fines and penalties.

  • Accountable for reporting and communicating sales deductions related to customer non-compliance.

  • Cordinate initial rules and processes for meeting new customer requirements for compliance with Operations, Sales, IT, Logistics, Warehousing and other other functional areas required. Work with internal teams to ensure policy compliance to avoid penalties.

  • Proactively communicate and coordinate customer requirements with Operations, IT, Sales and finance related to V.A.S. (Value Added Services).

  • Create and Maintain CMIR and Outputs for EDI accounts.

  • Operations liaison with Sales, Marketing, Customers and IT/EDI Team.

  • Investigate and resolve EDI workflow and transmission failures.

  • Determine and provide technical collaboration of customer requests and with IT/EDI team.

  • Testing process with new EDI customers in conjuction with IT including testing of new map implementation.

  • Review Vendor Routing & other customer guides to ensure customer compliance.

  • Respond to internal and customer requests for data and backup information.

  • Review customer service measurements and how they relate to our service measurements.

  • Monitor vendor scorecard and report trends and metrics.

  • Identify and inform Operations, Finance, Sales, Logistics, Warehousing and IT of non-compliance issues noted from Customer Vendor Routing Guides & Customer Scorecards.

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.

 
Position Requirements

JOB REQUIREMENTS

  • Four year college, business or technical degree.

  • 2+ years EDI handling experience.

  • Prefer previous B2B Customer Service experience

  • Strong analytical and problem-solving skills.

  • Strong interpersonal skills.

  • Computer literate. SAP knowledge, particularly EDI configuration desirable.

  • Ability to multi-task and adjust to change.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

  • Ability to work in front of a laptop or PC workstation for extended periods of time

  • Occasional standing, sitting, walking, and talking on the phone

    WORK ENVIRONMENT

    This is a fast-paced work environment with consistent pressure to complete duties as outlined above which requires ability to manage multiple projects at a detailed level and provide support to many internal departments in a fast-changing environment. Many duties listed above are time-sensitive and have strict deadlines for completion.

 
Req Number CUS-17-00001  
Open Date 7/12/2017  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently accepting applications.

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