Customer care planning specialist
job summary:
serve as the primary contact for customers and sales professionals across the organization working on assigned accounts to manage and resolve issues. Proactively collaborate with customers on upcoming shipment plans, including stock availability analysis.
key responsibilities:
* manage and resolve customer issues in accordance with service level agreements (slas) and internal slas.
* serve as a point of escalation for internal customer teams, including project management, sales support, sales, billing, delivery & implementation, professional services, etc.
* drive improvements to net promoter score (nps) performance by increasing on-time-in-full delivery.
* organize and lead quality and customer experience reviews for assigned accounts.
how we work together:
* engage directly with customers to establish relationships and provide exceptional customer service leadership.
* collaborate with account managers/sellers and functional support leads/teams to drive alignment across supply chain, sales, and delivery.
* create future-facing ship plans with supply analysis and escalate barriers to success and risk management.
* proactively identify ways to resolve operational quality issues and manage risks for customer deliveries.
what we look for:
* excellent analytical skills and ability to navigate ambiguity and complexity.
* bachelor's degree in accounting, finance, engineering, supply chain, or business.
* proven experience in business, project management, continuous improvement, sales, supply chain, or customer service.
* extraordinary attention to detail and organizational skills.
* experience in process execution, customer service, sales, project management, continuous improvement, or supply chain with active problem-solving skills.
* excellent inter-personal skills, including written and verbal english proficiency.
* advanced knowledge and experience in using microsoft office applications, particularly excel.
* experience with oracle erp or similar systems.
* background in inventory management and supply planning processes.