Morton Salt is an iconic company with a strong heritage and a bright future. Since 1848, we have been improving lives and enhancing everyday moments - at home, at work and virtually everywhere in between. We help unlock the flavors in food, make roads and sidewalks safer, improve the water in baths, pools, and homes, and keep businesses and industries running. We are a dedicated team who constantly strives to do better together, and we are passionate about building a sustainable future for our company, the communities in which we operate, and the world around us. By joining our team, you will contribute to producing and delivering every form of salt that enhances everyday life.
Job Summary
Responsible for supporting the relationship between the customer and the company with respect to an assigned account/customer segment. The jobholder is responsible for providing excellent order management, customer service, and maintaining strong professional relationships with customers, sales teams, and internal supply chain teams. The jobholder will use analytical tools, reports, and partnerships to identify operational gaps and develop supply chain solutions which maximize efficiency. The jobholder provides support to customers within assigned an account base, is responsive to customer requirements, and resolves customer inquiries quickly. The jobholder directs efforts to maximize customer experience in alignment with the company's established customer order policies and guidelines.
Duties and Responsibilities
- Maintain professional, timely and effective communication with all parties.
- Process orders and requests in line with company procedures and propose improvements to procedures and processes.
- Provide timely and accurate information to incoming customer order status and product knowledge requests.
- Enter and process customer orders/changes according to department policies and procedures.
- Work with cross-functional teams to resolve customer complaints, credits, deductions when necessary.
- Maintain up-to-date knowledge of products, customers, processes, and suppliers.
- Cross & up-selling where appropriate.
- Remain fully flexible to meet business requirements and demands.
- Receive, enter and manage customer purchase orders from order receipt to shipment of product.
- Serve as CS&L representation with our customers (internal and external), providing Supply Chain and Logistics expertise. Balance service and cost.
- Present ideas and supporting analysis to customers and internal partners to maximize logistical and process efficiencies with a focus on balancing service and cost.
- Analyze customer and logistics data by providing customer scorecards, implementing process improvements focused on key performance indicators and service level agreements.
- Ensure customer satisfaction through processing complaints, responding to inquiries, providing shipment status.
- Proactively collaborating with customers by making information seeking contact, inquiring on satisfaction levels, analyzing order patterns, shipping alternatives, additional information, etc.
- Investigate and support implementation of proactive methods for continuous improvement by participating in data analysis and forming corrective action plans.
- Utilizing analytical tools, systems, data, and reports to identify and lead service improvements with assigned customer and CS&L initiatives.
- Ability to lead small to moderate size projects or initiatives.
- Ability to serve as subject matter expert within functional area.
- Ability to participate in on-the-job training/job shadowing with new employees.
Knowledge, Skills, and Abilities
- Bachelor's degree or related experience; 3-5 years related experience preferred.
- Previous experience in a customer focused environment, preferably in a similar role in a Supply Chain, and a B2B or B2C environment.
- Strong knowledge of computer applications such as SAP, AS400, Word, Excel, Microsoft Outlook.
- Strong interpersonal and collaboration skills.
- Form, foster, and maintain strong positive business relationships across multiple units and sites.
- Ability to demonstrate confidence and the ability to interact at all levels of the organization.
- Develop and deliver information (presentations) to leadership and peer group.
- Influence and negotiate with both internal and external customers.
- Able to work independently as well as across functional or matrix team structures.
- Intermediate analytical skills with the ability to collect, organize, analyze, and disseminate information with diligence and accuracy.
- Excellent communication and people skills.
- Strong organizational, analytical and administrative skills.
- An effective collaborator.
- Desire for continuous learning.
At Morton Salt, we work best when we work as a team, when we treat one another with dignity and respect, and value the unique contributions of others. We are committed to equal employment opportunity and prohibit discrimination and harassment based on race, national origin, sex, religion, color, disability, marital status, protected veteran status, sexual orientation, gender identity, gender expression, genetic information, citizenship, or any other characteristic protected by law.