International Customer Service Analyst
Requisition #NAM01062
State/Province Missouri
City St Louis
Position TypeNon-Exempt
About Edgewell
We are a global team of 6,000 visionaries, doers, and makers. Our portfolio of over 25 brands touches lives in more than 50 countries. Together, we re-imagine good mornings and endless summers, beauty and bonding, confidence and determination.
From baby to body, Edgewell is passionate about making the little moments leading up to the big memories just a little bit easier. Simply, we aim to make the products that families rely on more inspired, more personal, and more trustworthy-so they can devote that much more energy to the people they care about most.
We are re-imagining personal care.
At Edgewell Personal Care, we're passionate about helping people be at their best when it matters most:
whether preparing for a first date, practicing for the big game, or protecting your family on vacation. The Edgewell family of brands has a product for everyone -- with well-established brand names such as Schick and Wilkinson Sword men's and women's shaving systems and disposable razors; Edge and Skintimate shave preparations; Playtex , Stayfree , Carefree and o.b. feminine care products; Banana Boat and Hawaiian Tropic sun care products; Playtex infant feeding, Diaper Genie and gloves; and Wet Ones moist wipes.
Position Summary
Performs the order management function for EPC affiliates and third party customers including order entry, EDI or email processing, trouble-shooting product availability, pricing and delivery issues in accordance with Edgewell Personal Care's Supply Chain and the established Business Trading Norms. Acts as the primary contact for any order management issues and communicates order status directly to the affiliate, customer, broker/freight forwarder, or sales organization.
Manages internal and external performance metrics and takes appropriate action when necessary. Interacts with Supply Planning and regional Demand Planners to execute data synchronization efforts to mitigate order processing and informational errors. Actively participates on assigned customer team and project teams to achieve common goals, while building necessary relationships with internal colleagues and external customers.
Accountabilities
- Demonstrate proficiency in all SC/OTC Systems, Customer Systems and core supply chain processes.
- Manage export orders in compliance with US Customs requirements and in accordance with specific market/government regulations
- Manage/maintain MRF Order Form by customer
- Build shipments to ensure container/freight optimization
- Collaborate with Supply Planning and regional demand planners to analyze orders, monitor forecast allocation, and product availability in accordance with established Business Trading Norms to minimize negative impacts on working capital, affiliate's sales (open stock and Asst.)
- Coordinate with Supply Planning and regional demand planners to maintain customer specific item information and cross-reference tables to ensure accurate and timely product transitions to mitigate negative impact to working capital and ensure customs or import compliance.
- Ship export orders in accordance with country/government requirements and regulations
- Tracks order status through available reports and executes appropriate order management decisions
- Manages customer metrics and leads all action to enhance performance.
- Identifies, communicates and resolves order management issues
- Compile and report weekly performance metrics and takes necessary action to achieve results.
- Maintains systems tables and data elements to assure data integrity
- Evaluates ordering trends to meet fill rates and arrival dates
- Build integral relationships with team members, internal and external customers
- Assessing customer requirements integrating with Edgewell Personal Care's supply chain, where applicable
- Administer specialized order management functions - reconciliation processing, Disaster Preparedness Coordinators, Brand Representation, Product Availability Analyst Role.
- Work independently with minimal supervision
- Proactively communicate status, issues and recommends solutions to team and management
- Initiate, support and interaction with teams to achieve common goals
- With manager, shares responsibility for personal development and continuing education
- Maintain and upload all export documentation online via SharePoint in accordance with Export compliance
Required Skills and Experience
- Bachelor's degree
- 2-3 years preferred experience
- Strong interpersonal and business communication skills - both written and verbal
- Strong results focus and goal achievement skills
- Ability to work in a team environment and solve problems
- Strong organizational skills, with attention to detail and ability to prioritize workload
- Ability to multi-task
- MS Office products
- Knowledge of order management, reporting, and pricing and invoicing applications
Preferred Skills and Experience
- Bilingual is a preferred Requirement- Portuguese or Spanish
- SAP experience preferred
- Import/Export experience
Working Relationships & Environment
- International Affiliate/market/distributor Supply Chain Departments (Distribution, Demand Planners, Logistics coordinator and Supply Chain Managers)
- Regional Marketing
- Regional Demand Planning
- Freight Forwarders, Warehousing team
Come work with Edgewell
Edgewell offers a competitive compensation package which includes full medical and retirement savings coverage, paid vacation and holidays. Edgewell is an equal opportunity employer, and we prohibit discrimination based on age, color, disability, marital or parental status, national origin, race, religion, sex, sexual orientation, gender identity, veteran status or any other legally protected status in accordance with applicable federal, state and local laws.
Estimated Salary: $20 to $28 per hour based on qualifications.
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