Customer Experience & Ops Support Specialist

We are seeking a Customer Experience and Operations Support Specialist with a passion for making customer satisfaction their highest priority while working between Customer Service and Operations teams to ensure continuity in resolving Customer issues.

The position is embedded in the production floor and works in concert with Order Entry, Customer Service, Operations, Sales, Supply Chain, Department Team Leads and other line personnel to meet order fulfilment goals.

• Provide status updates to the Customer Service Team on all inquiries submitted via Comet within 4 hours or less as identified by the Customer Service Council.
• Attend afternoon Production meeting to review all open orders that are going to miss their promise ship dates. Update all open lines in JDE with a recovery date by 4 : 00 PM so an advance notice will be emailed to our customers.
• Work with supervisors on improving the Agility score that facilitates a better customer experience. Assist supervisors in prioritizing customer orders and solving scheduling problems.
• Maintain and provide operations team with the various customer facing performance metrics to ensure a team-based approach to meeting customer demands.

Support the Norton Rixson teams' goal to meet or exceed customer metric goals.

• Review daily report of approved expedites to assure order is shipping as committed to our customers. If the order is going to miss the expedited date, inform customer service team with a new commitment via Comet so we can give advance notice to our customers.
• Remain informed of upcoming business wins and review daily Order Entry reports for complex or special orders and expedites.
• Stay vigilant to foresee all variables that may impact on-time delivery and coordinate across multiple functions to solve problems.
• Continuously evaluate and identify opportunities to drive process improvements that enhance the customer experience.
• Assure order changes are processed on the production floor to ensure we are making product per customer's requirements.
• Bachelor's Degree in Business or related preferred. A combination of education and experience will be considered. Minimum of 5 year of Customer Service / Order entry experience is preferred.
• Highly Proficient with MS Office Suite
• Experience with JDE E1 (or commensurate ERP) a plus
• Ability to handle multiple, competing priorities, meet deadlines, manage risk
• Excellent problem solver, correction to Root Cause
• Effective communicator, verbal and written skills
• Works well in either a small or global team environment.
• Builds effective working relationships with manufacturing leaders and customer service personnel
• Ability to interface with persons of multiple disciplines and job functions
• Highly motivated and self-driven
• Must be detail oriented, organized, and conscientious.

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