Customer Fulfillment Analyst
Weber BlackstoneAt Weber Blackstone, we believe the best moments happen outdoors while enjoying delicious food with your favorite people. We lead the industry in innovation, design, and consumer delight, and we’re fueled by people who are curious, bold, and collaborative. Whether you’re a seasoned pro or exploring a new craft, we want Weber Blackstone to be the spark that ignites your next career move. Join us on
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our journey to create world class products that redefine and reimagine outdoor cooking and deliver exceptional experiences for generations to come. Come be part of our BBQ!
Summary
Role Overview
The Customer Fulfillment Analyst is responsible for providing end to end logistics solutions and delivering exceptional customer engagement and overall supply chain customer services for assigned Home Improvement, eComm and/or Mass Merchant Customers. Accountabilities for the role include, but are not limited to, overall customer service, the customer dashboard/scorecard performance, cost to serve, logistics productivity solutions, compliance program management, alternative and best cost to deliver proposals, and overall customer advocacy and engagement. This position is highly visible and will partner with internal sales leadership to provide best customer delivery solutions, new product launch, inventory management, ordering effectiveness and efficiency.
Essential Duties and Responsibilities include the following, other duties may be assigned
• Delivering on the promise to achieve customer service expectations on overall cost, unit fill rate, and on time delivery performance
• Executing best value supply chain initiatives and practices to achieve best cost to serve the customer programs
• Engages at the customer level on customer service opportunities and initiatives, manages customer compliance programs, offer solutions to achieve expected service levels
• Aligns and coordinates internally with Inventory planning, Distribution operations, and Logistics group to achieve customer expectation service
• Advocates and supports customer delivery requirements including new product launch, special product promotional quantities, and direct to customer shipping opportunities
• Creates and manages best ship method and location proposals and executes to internal and customer expectations
• Manages efficient cost to serve improvement opportunities including but not limited to customer order frequency, minimum order volume targets, transportation mode, and seasonal logistics solutions
• Reports monthly on end to end cost, service and customer compliance scorecards and dashboards
• Monitor and coordinate proactive solutions to third party carrier performance and service levels.
Competencies To perform the job successfully, an individual should demonstrate the following competencies:
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully;