Customer Service Associate- Kroger in Rochelle, IL at Tyson Foods

Date Posted: 5/8/2018

Career Snapshot

Career Description

The Customer Service Associate has primary responsibility for managing the relationship between the customer and the Supply Chain with respect to their assigned accounts. This process begins with the placement of an order and serves as a liaison for all aspects through the receipt of final payment for that order. The Customer Service Associate manages this relationship by: a) becoming intimately familiar with the customer's organization, product needs, processes and procedures; b) analyzing historical data and account trends; and c) partnering with the Sales team to provide the highest level of customer service to all accounts. This information is then used to design efficient and cost-effective business solutions for the benefit of both the customer and Tyson Foods which ultimately result in improved customer relations and generates new or continued sales.

Serves as the representative and primary contact between Tyson Foods Supply Chain and the assigned external customer(s), responsible for all aspects of the relationship including, direct receipt of orders for product by customer, ensuring prompt resolution of any issues which may arise from the time the order is placed through the date on which final payment is received from the customer (the “order to cash cycle”), as well as on-going maintenance and growth of the relationship with the assigned customer; works to improve Tyson Foods’s relationship with external customers through regular contact and communication, customer visits, and by expanding relationships with key contacts throughout customers’ organizations; establishes and maintains positive and effective relationships with key internal contacts that include but are not limited to Sales/Brokers, Warehousing, Inventory, Planning, Quality Assurance, Finance, Transportation, Information Technology, etc.;
utilizes SAP order management system to process customer orders, complete order changes, and monitor compliance of all assigned accounts; maintains knowledge of all internal Tyson Foods policies and procedures, software applications and other resources which impact any aspect of the order-to-cash cycle or performance of any Customer Service Associate responsibilities; partners with key internal and external contacts to ensure customer orders are compliant across all metrics such as order lead time, order weight/cube minimums, on time pick up, etc.;
maintains knowledge of each assigned external customer's organizational structure, procedures and inventory management systems, applicable software and all other pertinent information; utilizes historical data and other available resources to identify cost effective, supply chain efficiencies that best service the needs of Tyson Foods and the customer taking into consideration factors such as product temperature class requirements, method and availability of transportation, current inventory availability, product shelf-life and other potential issues which may impact any aspect of the order-to-cash cycle; negotiates directly and indirectly with and on behalf of internal and external customers to identify and implement creative solutions and resolve issues which negatively impact any aspect of the order-to-cash cycle, Tyson Foods relationship with its customers and/or the timely and accurate delivery of products to external customers.

Vendor Managed Inventory (VMI) accounts— Manage the supply chain for VMI customer(s) meeting or exceeding customer turns and service requirements; monitor customer inventory positions, generate and manage order writing activities, reconcile exception orders and analyze data to review customer promotions and trends.

REQUIREMENTS:

EDUCATION: Bachelor's degree strongly preferred: 3-5 years related experience may be considered in lieu of degree

EXPERIENCE: 1- 3 years business experience

COMPUTER SKILLS: Proficient with MS Office applications required; SAP skills preferred


COMMUNICATION SKILLS: Strong written, oral and interpersonal skills; Conflict Management skills; Ability to multi-task; Positive attitude; Problem Solving skills; Negotiation skills

SUPERVISORY: N/A

TRAVEL: The position requires domestic travel for customer meetings; normal travel is approximately 2-3 times per year

SCOPE DATA: The Customer Service Associate in this organization supports a specific customer base within a geographical region for order management for all Retail, Foodservice, and National Account customers.

Job Requirements

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