* Manage and assist with all sales order and purchase order processes and documentation to ensure customer expectations are met on time
* Drive continuous process improvements for customer services and logistics in order to enhance the overall customer experience
* Follow up delivery discrepancies
* Update and administer customer details/changes on all relevant internal systems
* Manage all record keeping of all consignments ensuring compliance is met and maintained for HMRC and internal audits
* Support the sales team by identifying and acting upon any new business opportunities with existing customers and providing feedback
* Develop a comprehensive understanding of the company's product and service offering
* Manage the relationships with transport providers for export consignments in addition to reviewing and providing appropriate rates and optimum load/product mix
* Deal with any day-to-day transport issues and monitor all transport services levels to ensure providers are meeting agreed KPIs
* Work with the Warehouse to ensure orders are processed within the specified time frame
* Coordinate the dispatch of appropriate samples for the customer
* Work with the Regulatory Affairs and Operations team to resolve any customer complaints
* Manage workflow and efficiencies to ensure all tasks are carried out correctly and in a timely manner both within the Customer Services and in conjunction with other departments
Measurables
* Order processing times met
* Answer/follow up customer inquiries in a timely manner
* Strong relationships built with customers
* Accurate production of information and data
Paper Division Customer Service Rep - Planner - Level II
Minimum 1 year experience in Customer Service / Production Planning duties
Ability to manage Customer Service for mill serving large external customer base
and production planning for multi machine mill
Customer Service
Manages / determine pricing within approved guidelines for House Accounts
Conducts credit, invoicing and accounts receivables for specific customer base
Enters customer orders and requirements into Optivision
Manages Customer feedback processes ensuring corrective actions are in place to address specific requirements
Supports Account Rep. efforts in current and new account management through information gathering, project work and process set-up
Proactively develops detailed knowledge of served markets, including current trends, issues and order management processes
Works directly with participating customer base to coordinate daily requirements and extended leadtime items
Production Planning
Manages daily order execution for "A" items within designated region for Paper Division and selected customer base
Develop and implement master production plans for assigned mills
Create and implement daily master production schedules for assigned mills and reconcile based on adjustments needed to meet customer / inventory requirements
Responsible for trimming and releasing of orders to production schedule and shop floor
Capable of scheduling / trimming multiple machine paper mills and conducting business with those mills Customer base
Proactively anticipates plant operating schedule needs / changes by understanding customer order cycles and plant resources (machine capabilities, shift schedules and staffing)
Manages resolution of scheduling conflicts between Customers, Paper mills and Logistics
Manages machine cycles to achieve increased throughput and efficiency
Provides 24 hour coverage for Customers (emergencies) and Paper mills (trimming & machine scheduling)
Manages Production Planning for Off-Line Converting
Coordination of trials
System Management
Maintain production capability data in Optivision
Utilizes Optivision and Data Warehouse report to anticipate problems that either impact or could impact planning and scheduling accuracy
Responsible for all Customer File creation / maintenance in Optivision
Responsible for Article Creation / management within Optivision
Working Capital
Manages schedule execution to meet divisional working capital goals & Customer requirements
Responsible for evaluating & recommending inventory levels and safety stock
Manages the reduction / disposition of aged inventory for specified mills to meet divisional and corporate goals
Responsible for disposition of unplanned inventory over-runs, sidetrim, oddlot and returned sales
Manages ABC classification for selected customer base
Ensure inventory availability to meet short leadtime requirements for selected customer
base