Address
Form of workJob Description
The Customer Operations Intern will focus on the review and audit of company assets and assist in interactions between all internal departments and clients to ensure world-class customer service and proactive asset management.
Customer Reconciliation 40%
- Develop the annual audit plan considering contractual requirement and cyclical coverage to include weekly and monthly inventory reconciliation, planning & executing annual audit, analysis of audit outcome, post audit review, adjustments, and corrective actions needed.
- Complete ad-hoc analysis as required
- Coordinates all stock audits scheduling with third parties and customers
- Collaborate with Sales to establish business case to support in strategic decisions associated with lost equipment write-offs and/or billing.
- Manage the reporting hold process to ensure timely & accurate customer reporting practices.
Customer Service Excellence 40%
- Develop deep relationships with key customers by gaining a comprehensive understanding of the customer, their business needs and trends to evaluate customers packing needs, anticipating and managing orders, identifying opportunities to improve service, and improve asset (crate) turns.
- Proactively manage customer orders and make recommendations as needed based on inventory availability and transportation capabilities
- Provide customers with strong product knowledge and specifications.
- Collaborate with sourcing, asset management, transportation, finance, warehousing operations, sales, and service centers to resolve issues regarding quality, complaints, returns, billing and overall service and ensure customer receives prompt resolution.
- Resolve service failures, manage ETA/PO schedule and help implement processes for continual improvement.
- Ensure customer receives proper IFCO on-boarding information regarding order process, reporting, label compliance, billing and returns.
Reporting & Analysis 20%
- Create presentations for quarterly business reviews and present information to customers
- Maintain daily/monthly and ad hoc reporting requirements.
- Create and establish RPC forecast with CMI tools, utilize SAP and CMI tools to recognize trends and assess impact to forecast and order decisions.
- Conduct CMI customer reviews to correct, sustain and improve delivery and inventory performance using CMI reporting tools on delivery, inventory and sales.
- Accurately maintain customer database and special instructions
- Act as Subject Matter Expert in IFCO reporting systems, EDI, MyIFCO, processes and environments.
- Lag Adjusted Flow Through Ratio (LAFTR)
- Days on Hand
- Timely and accurate customer reporting and compliance
- Audit and account reconciliation closure
- Customer Inventory levels, excessive errors, returns and complaints.
- Development and fostering of productive relationships, both internally and externally
- Accurate and timely communications and follow-up
Annual Revenue Budget: N/A
Countries: 3 (US, Canada, Mexico)
Number of Staff (direct): 0
Number of Staff (indirect): 0
Total (FTE): 0
The position will contribute in the decision making process regarding customer service, order management, customer reconciliation and hold process as guided by department processes and policies.
- Dealing with shifts in priorities based on immediate business requirements
- Time management
- Ambiguity
- Customer cooperation and compliance
- Working across North American time zones
- Occurrence of off-shift hours in order to accommodate West Coast clientele and sales reps and periodic coverage for the Customer Service Emergency Services program
- Travel as needed
Internal
External
Pooling, Transportation, Finance, Asset Management, Warehousing Operations, Sales, and Service Centers
RPC customers
- Bachelor’s degree preferred
- Strong Excel skills required
- SAP experience preferred
- Minimum 1 year of customer service experience required
- Knowledge of logistics, inventory, customer service, and transportation
- Experience in process development
- Strong written and verbal communication skills
- Knowledge of domestic geography
- Ability to work well in a team environment
- Analytical and problem-solving skills
- Proven planning and organizational skills with the ability to handle multiple priorities with time sensitive deadlines
- Computer literacy required, including proficiency in standard business applications included in Microsoft Office Suite
Required
Desirable
English
Spanish
