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Customer Service Relationship Specialist

FAREVA

This is a Full-time position in Morton Grove, IL posted June 9, 2021.

Fareva Morton Grove is a contract manufacture of personal care and beauty consumer goodsThe word Fareva means ?Faire Rêver? (Make you dream) in Ardechois, the local dialect of the south east of France, the region where Fareva is based.

Fareva Associates are talented professionals who excel at providing our customers with cutting-edge expertise, technology and world class service.

At Fareva, Associate engagement and inclusion are workplace fundamentals. Our Associates are held to a high standard and are guided by the principles of honestly, fairness, respect, confidentiality and trust. We value our Associates and recognize that our workforce is key to our success. As such, we are committed to providing our Associates with rewarding career opportunities.?

Fareva Morton Grove currently is looking to add a Customer Service Relationship Specialist to the team.

POSITION SUMMARY:  

Manage business relationships with customers and serve as the customer?s single point of contact for all communications outside of routine production planning and project management. This role leads and coordinates the response to customer queries involving service levels, Quality Release status for commercial product, shipping issues, customer owned inventory, monthly inventory reconciliation and calculation of applicable consumption credits, etc.

JOB RESPONSIBILITIES:

  • Manage business relationships with assigned customers per rules of engagement and will serve as the customer?s single point of contact for all communications outside of routine production planning and project management. 
  • Work with production planning, manufacturing and quality to identify and resolve issues that impact order fulfillment and customer satisfaction.
  • Responsible for working with Finance and Materials Management to resolve payment disputes, creating SAP Sales Order for invoicing both routine and special charges, as well as specific project related expenses. This position is accountable for maintaining the customer specific pricing conditions in SAP.
  • Responsible for using an advanced knowledge of SAP and Excel to respond to customer specific requests for information and raise customer satisfaction. This position requires the ability to develop queries in SAP and create analytical spreadsheets for short and long term solutions.
  • This position deals directly with customers at all levels of the organization.
  • A high degree of accountability and decision making is required to perform this role effectively.
  • Liaison between customer and operational departments within FAREVA in support of existing business operations.
  • Manages prioritization and timely resolution of customer queries and requests 
  • Communication of logistics and production issues
  • Lead / Participate cross-functional teams as needed to improve customer satisfaction 
  • Work with production planning, manufacturing and quality to identify and resolve issues that impact order fulfillment and customer satisfaction.
  • Create and maintain customer service scorecards and dashboards
  • Responsible for working with Materials Management in the disposal and invoicing for excess / obsolete inventory as identified by the team
  • Responsible for working with Finance and Materials Management to resolve payment disputes, creating SAP Sales Order for invoicing both routine and special charges, as well as specific project related expenses. This position is accountable for maintaining the customer specific pricing conditions in SAP.
  • Responsible for using an advanced knowledge of SAP and Excel to respond to customer specific requests for information and raise customer satisfaction. This position requires the ability to develop queries in SAP and create analytical spreadsheets for short and long term solutions.
  • This position deals directly with customers at all levels of the organization.
  • Request CoA / MSDS and other documents as required
  • Notification of site management of critical customer issues. 
  • Consult with QA on release status of commercial product.
  • Resolve inventory discrepancies.
  • Coordinate destruction process of obsolete inventory with customer:
  • Create quotes for sale of non-commercial material to customer, monitor response and receipt of purchase order (PO)
  • Assist in on-site inventory audits.
  • Create and maintain, in SAP, pricing conditions for commercial products
  • Update sales orders ensuring that shipment of product is priced properly.
  • Utilize SAP SD to generate Sales ? Service Orders for regular monthly expenses related to such items as:
  • Plate and Die Expenses
  • Tailgate Samples
  • Pallet Consumption
  • Utilize SAP SD to generate Sales-Service Orders for Project related expenses ? as notified by Project Managers
  • Investigate and resolve customer invoice related issues
  • Responsible for updating and maintaining customer specific data in various SAP Modules
  • Other duties as assigned

REQUIRED EDUCATION/EXPERIENCE:

  • Bachelor’s degree preferred in a business or technical field
  • SAP knowledge
  • Supply chain operations a plus
  • Must have demonstrated customer service experience
  • Must be able to effectively communicate to all levels, make independent recommendations and decisions, and be aggressive about taking responsibility
  • Have the ability to work effectively in a team environment
  • Excellent written/verbal communication and effective listening skills
  • Ability to think outside of the box and challenge the status quo
  • Must be able to make fact base decisions and think strategically
  • Strong negotiating skills
  • Must be able to lead / influence others
  • Must be able to analyze data and have operational understanding to identify, prevent, and solve problems and make decisions in a timely manner
  • Must be able to make immediate decisions with limited information and rapid assimilation of facts.
  • Must have the ability to multi-task and take on multiple projects at one time
  • Must be able to travel. Travel may be up to 10%