Customer Service Coordinator - Americas Travel Retail - Miami, FL

Operations
Ref: 311 Date Posted: Tuesday 04 Dec 2018
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The Customer Service Coordinator will report directly to the Travel Retail Customer Service Representative to ensure all orders are filled and processed in line with our commitments to our customers. The Customer Service Coordinator will be an accessible point of contact for customers, answering questions regarding our products and processes. This will include assisting in resolving issues, and escalating issues incurred in the supply chain process, verifying and resolving delivery timing and pricing errors, required documentation and/or satisfaction of an order’s fulfillment. 

Job Responsibilities

  • Provide courteous approach to customers managing high volume inquiries via phone and email.
  • Maintain customer’s accounts up to date in SAP
  • Process orders submitted by customers (30+ customers and 5 suppliers) in a timely manner in SAP
  • Maintain appropriate inventory levels and purchase inventory taking into account commercial forecasts, in transit orders and varying supplier lead times
  • Participate in demand planning meetings with commercial team and finance to enable delivery of annual plan/forecasts
  • Complete required documentation for new customers and provide forms required by customers to fulfill purchase orders
  • Handle relevant import / export documentation
  • Maintain tech specs for all SKUs and coordinate with suppliers to obtain specs for new brands
  • Maintain high degree of electronic organization (SAP reporting and demand planning tools – APO) on order processing and shipment tracking
  • Help perform annual inventory count and monthly inventory reconciliations
  • Pro-actively provide customers with communication and solutions when expectations cannot be met
  • Demonstrate understanding of Spirits business and travel retail and has the ability to articulate reasons for order fulfillment issues and propose solutions
  • Demonstrate excellent verbal and written communication skills and incorporates “white-glove” mentality into all aspects of the role
  • Incorporate understanding of Edrington business into decision making and develop solutions that balance Edrington ways-of-working with customer expectations
  • Develop awareness of the business environment and the ability to flag issues with compliance, allocation and improper practices
  • Escalate issues as needed to the appropriate channels

Knowledge & Skills Required

  • Bachelor’s degree strongly preferred
  • Relevant experience in Customer Service or Supply Chain desired
  • 1-2 years of customer service experience within luxury brands
  • High degree of proficiency in MS Excel
  • Experience with SAP is a plus
  • Excellent oral and written communications.
  • Fluency in Spanish and English is required
  • Energetic, passionate, and able to work in fast-paced environment
  • Eligible to work in the US
  • At least 21 years of age
  • In this position you should be able to demonstrate the leadership standards (Inspire, Change, Collaborate, Engage and Deliver) within your role on a day-to-day basis

Benefits & Perks

  • Competitive salary
  • 100% employer paid premium medical, vision, and dental coverage
  • 401k with company match
  • Flexible Spending Account
  • 100% employer paid premium long and short term disability
  • 100% employer paid premium life insurance and AD&D insurance
  • Additional life insurance options
  • Flex time
  • 13 Paid Holidays
  • 25 PTO Days
  • Summer Fridays Program
  • Employee Assistance Program
  • Generous employee referral program
  • Discounts platform access 
  • Paid parental leave
  • Pretax parking/commuter benefit