Customer Collaboration Associate (Seasonal)

Who are we

Yamamotoyama U.S.A. stands as a testament to the art of traditional Japanese green tea and nori seaweed products, upholding a commitment to unparalleled quality since 1690. Our culture is enriched by diverse backgrounds, all striving to find their unique voice in a harmonious blend. This spirit of unity in diversity extends to our portfolio, which includes the globally recognized Stash Tea Company, offering an expansive array of premium teas. In addition, we proudly present Ujido, a brand deeply rooted in the art and tradition of Japanese Matcha. Our dedication to excellence is not just in our products, but in the mosaic of voices that shape our legacy.

1. Summary of Position

The Customer Collaboration Associate (i.e. Customer Service Representative) will be responsible for managing the fulfillment of the sales order management lifecycle by ensuring data quality upon reception until successful execution. This role requires excellent communication skills since the successful candidate will be collaborating with cross functional teams such as, Customer Development (i.e. Sales), Operations, Warehousing, and Transportation. The goal is to drive transparency of the customer requirements to complete orders accurately, in full, on time, and ultimately exceed customer expectations by delivering a premium, concierge-level customer experience. A deep understanding of CPG products, supply chain, and fundamental customer service principals is required.
 

This job description does not list all the job duties of this position. Duties listed are subject to change based on business and/or management needs. Management reserves the right to revise this job description at any time.

We Encourage You to Apply:

We understand that not everyone fits perfectly into a list of qualifications. If you are passionate about this role, our product, and our history, we encourage you to apply even if you don't meet all the listed requirements. We value diverse experiences and are committed to creating an inclusive environment where everyone can thrive. 

2. Essential Functions:

Core Responsibility:

• Act as the primary interface to customers to ensure accurate, in-full and on-time fulfillment and delivery of customer orders with correct pricing
• Accurately review, interpret and process purchase orders received from customers in a timely manner
• Investigate and resolve problems and complaints of varying complexity regarding fulfillment (inventory issues, late shipments, missed appointments, etc)

Strategic Responsibility:

• Build collaborative relationships and trust with customer accounts through proactive and open communication

Technical Responsibility:

• Analyze data, compile and generate reports related to the status of orders, inventory, and monthly sales (includes cut reports)

Operational Responsibility:

• Contact customers concerning any changes or delays in shipment of orders and provide accurate information relating to shipment dates and expected date of delivery
• Answer and respond to daily correspondence, inbound calls, and emails from customers, Customer Development, and cross-functional teams

Collaboration:

• Collaborate with Operations to ensure inventory is deployed to the correct DC to maximize fill rates
• Interact with warehouse and transportation departments to establish order shipment and transportation priorities
• Partner with Customer Development (i.e., Sales) and internal cross-functional teams to communicate customer order challenges and resolutions to assist in prioritizing customer orders
• Collaborate cross-functionally, working effectively as part of a team to achieve shared goals while valuing and understanding diverse perspectives, and contributing to a positive and inclusive team culture

3. Knowledge, Skills, and Abilities

These are attributes the individual must possess at the time of hire.

Knowledge

• Customer Focused - Deep understanding of customer needs and ability to consistently strengthen key customer relationships by maintaining the utmost transparency and honesty, building trust in every interaction
• Possesses a working understanding of EDI processes

Skills

• Stakeholder Management - Ability to manage multiple stakeholders and build relationships both internally and externally
• Data Driven - Leverages accurate and timely data to make effective recommendations and create sustainable solutions
• Relationships Builder - Build partnerships with customers and internal partners to drive execution and build inclusive relationships
• Process Improvement Champion - Passionate about streamlining processes and establishing best practices to drive efficiency and continuous improvement
• Exceptional communication and interpersonal abilities
• Proficient use of ERP systems for order management
• Advanced technical skills, deep knowledge, and experience utilizing Microsoft Excel, Word, and PowerPoint
• Strong problem-solving, critical thinking, and decision-making skills
• Ability to drive decisions through data analysis
• Excellent time management and multi-tasking skills

Abilities

• Problem Solver - Relentlessly pursue solutions to eliminate inefficiencies and waste, demonstrating tenacity in developing repeatable processes that drive lasting improvements
• Intellectually Curious - Consistently strive to understand the why behind outcomes and look for learning opportunities in every aspect of the role
• Demonstrates a strong ability to effectively manage and prioritize multiple tasks while remaining agile in a fast-paced, dynamic environment