Senior Retail Customer Operations Specialist
Mead Johnson Nutrition - Evansville, IN

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Senior Retail Customer Operations Specialist - 01760

Description
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      Utilize computer software applications as required by position. Proficient in utilizing customized computer systems and alternative ordering methods and processes (as required by position) such as SAP Order To Cash (OTC), Vendor Managed Inventory (VMI), Business Objects (BOBJ), Co-Managed Inventory, and Collaborative Planning Forecasting Replenishment (CPFR) to create and manage orders and generate complex reports in an environment that demands perfect orders and responsive customer service.
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      Has thorough understanding and demonstrates in-depth knowledge of the Mead Johnson business when interacting with customers which includes analysis of accounts, all aspects of distribution needs to customers, a systems expert within peer group, provide real-time solutions to complex customer issues, effectively manage crisis situations and provide support to other team members.
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      Proactively seek to develop relationships across departments and functional areas. Display strong interpersonal and communication skills when dealing with internal and external customers, adapting behavior and response to each situation. Analyze issues through collaboration with peers and management and recommends solutions. Utilize knowledge of ordering, inventory, transportation and warehousing to favorably impact service provided to customers.
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      Exhibit professionalism within the department, externally with customers and with the Company overall. Take an active/ supportive role in team activities to ensure agreed upon objectives are met.
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      Effective in managing key accounts and orders according to approved departmental procedures. Take leadership in initiating changes and updates to business processes or customer specific procedures.
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      Demonstrate detailed knowledge of customer accounts and their specific requirements, including key contacts, number of locations, WIC status, class of trade (e.g., Food, Drug, Mass), and understanding customer objectives. Supports and implements customer specific programs (e.g., special events and specialty programs).
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      Demonstrate ability to manage time and resources to maximize Supply Chain productivity and efficiency. Exercise adaptability by changing plans tactics or approach, as necessary.
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      Proactively identify problems and offer alternative solutions by analyzing data. Take personal responsibility for any decisions made. Generate customer scorecards and reports. Identify deviations in performance metrics and work to improve service, quality and value for our customers. Take lead role in frequent Customer Excellence Meetings that include many other functional areas throughout the company.
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      Expert product knowledge for assigned product lines. Is knowledgeable in the practice of brand / product association. Knowledge of the various forms of each product as well as specific channels associated with each product line.
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      Demonstrate leadership by promoting teamwork among the department, and actively seek to provide support to others in an effort to maximize functional performance and develop consistent practices. Able to lead group processes and projects. Takes lead role in training new Sr. Customer Service Specialist.
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      Support Reverse Logistics Team by tracking and, where possible, affecting returns associated with new product introductions and product discontinuations.
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      Provide support to Customer Financial Services by retaining relevant documentation in order to address vendor compliance issues, invoice discrepancies and/or potential audits.
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      Proficient with Microsoft Office (Excel, Powerpoint and Word). Microsoft Access experience preferred.
      Qualifications
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      Associate/Bachelor Degree in Business or related field preferred and/or 3+ years minimum customer service experience or the equivalent combination of training and experience
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      Problem Solving Skills
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      Demonstrated knowledge of product and product usage
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      Ability to assume leadership role when needed. Participation in and experience leading cross-functional teams
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      Ability to analyze and interpret problems with various data sources and deliver recommended solutions.
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      PC knowledge with a high proficiency in standard software applications; Excel, Word, PowerPoint, Access and Business Objects
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      Exemplary written and oral communication skills.
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      Good interpersonal, organizational and time management skills including working knowledge of Microsoft Outlook.
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      Knowledge of the Order to Cash and order fulfillment process which includes SAP 3.9F order processing system, warehousing, shipping, inventory, credit and collections and pricing.
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      Knowledge of Marketing and Sales environment with ability to work with Sales and service staff to provide real-time resolution to customer issues
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      Analytical and decision-making capability
      Job : Customer Service
      Primary Location : United States-Indiana-Evansville

      Work Locations : Evansville, IN
      Schedule : Full-time

      Job Posting : 04-Mar-2013, 3:56:04 PM

      Relocation Provided : No

      Region : Latin America

      Mead Johnson Nutrition - 16 months ago - save job - block
      About this company
      21 reviews
      Mead Johnson Nutrition helps babies grow up healthy. The company specializes in developing and manufacturing nutritional products for...