Operations - Customer Service Representative

at  Kodak Alaris

Kodak Alaris is a global technology company that’s delivering future value through customer solutions. Our advanced, patented intellectual property combines breakthrough technologies, digital transformation, and human know-how to unlock the power of images and information. We make businesses run faster, governments run smarter and provide consumers innovative solutions to preserve and enjoy their most cherished memories. Our future is powered by our employees’ creativity. Expect a lot from Kodak Alaris and know that we expect a lot of ourselves and the performance of the company.
Customer Service Representative

POSITION SUMMARY:

The client advisor will be responsible for managing the entire order-to-cash cycle while delivering world-class service to our customers in the Americas Region (United States, Canada, Latin America). To achieve this, the client advisor will be required to work closely with all levels of the organization, using exceptional communication and follow approved control activities and processes.
Key Responsibilities

Manage Customer Relationships

• Communicate effectively to keep customer (internal and external) informed.
• Understand the customers operational requirements (contacts, delivery specs, booking requirements, etc.)
• Respond quickly and effectively to queries and complaints relating to orders, deliveries, and invoices.
• Keep customer records up to date to ensure transactions process without error and Kodak Alaris is compliant for auditing purposes.

Order-to-Cash

• Manage orders (with an increasing emphasis on electronic orders) from order receipt to billing, to provide our customers with an efficient, effective, and reliable service.
• Oversee related activities of internal functional areas to ensure orders flow successfully through systems and processes in accordance with the organization’s operational standards.
• Collaborate with sales and supply chain planners to ensure adequate inventory levels are maintained to maximize customer satisfaction and minimize cost, including build to order plans.
• Partner with sales and fulfilment teams to allocate stock, harmonize order processing priorities and troubleshoot supply chain issues.
• Manage outbound logistics in line with customer expectations, liaising with warehouses and other supply chain contacts.
• Regularly communicate with Sales and Product teams, to ensure relevant information regarding customer orders & deliveries (especially changes to expected customer demand – abnormal orders, postponed or cancelled deliveries, etc.) is given in a timely manner.
• Determine correct shipping instructions, including the complete handling of complex export processes and control of shipping.
• Raise credits & adjustments on customer accounts and liaise with credit & collections to ensure any outstanding deductions are resolved in a timely manner.
• Implement process improvements which will improve operational effectiveness and enhance profitability.
• Identify and resolve with the data management team any master data errors affecting the OTC process.
• Provide support and back up as required for other Client Advisors.

Qualifications, Skills, and Competencies

• Ability to read, write, and speak English.
• Spanish or Portuguese understanding (or technical proficiency to translate documents and emails in real time) to provide an excellent customer experience.
• Working knowledge of Microsoft D365 Finance & Operations or similar enterprise ERP platform
• Excellent communication skills, able to liaise in a confident and positive manner with our customers and all levels of the organization.
• Excellent problem solving and decision-making skills.
• Highly organized, able to prioritize workload to meet tight deadlines.
• Methodical approach with attention to detail.
• Able to work under pressure and react quickly to changing business priorities.
• Able to work on own initiative and collaborate as part of a team.
• Flexible, able to multitask and work with multiple systems simultaneously.
• Results-oriented
• Intermediate Microsoft Excel skills
• Competent using MS Office Suite
• 1+ years’ experience in a customer focused role OR bachelor’s degree

Experience NOT required (but nice to have)

• Working knowledge of ServiceMax or similar field service platform
• Business Intelligence interest/experience (Power BI)

Working Environment

• Hybrid/remote
• No travel required.

This job description is provided as a guide to the main duties and responsibilities of the role. The employee is required to undertake such other duties as required by the business as priorities change.
Kodak Alaris is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or veteran status.
Kodak Alaris provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
As a member of the Kodak Alaris team you will be eligible to participate in our flexible benefits program which include paid flexible time off, health, dental and vision coverage, paid sick leave, paid parental leave, 401(k) plan with company match, short-term and long term disability coverage and life insurance

Please refer the Job description for details