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Co-Creation Coordinator

Job Title
Co-Creation Coordinator
Job ID
Other Location

Job Summary

This person would be responsible for assisting with Strategic Account order activities to achieve Revenue Goals. You will participate in achieving revenue goals by providing customer satisfaction, and ensuring robust responsiveness and effective performance throughout all customer service and order activities. The role requires team members to build strong relationships with Strategic Sales Representatives, members from assigned Accounts, Planning and many other inter related departments This person develops a full understanding of the account specific requirements and needs from participating on conference calls with the appropriate departments and accounts 

•    Service and support assigned Strategic Accounts, with responsibility for decision making related to their assigned account
•    Has the authority to formulate, and implement policies or operating practices with regard to managing delivery blocks, on-time delivery and order fill rates with the authority to deviate from established policies and procedures to meet company and customer expectations
•    Proactively monitoring firm orders for assigned accounts to ensure timely order processing.
•    As part of the firm order strategy, understand floor set timing, promotional activity or other programs that accounts will participate in
•    Regularly advise internal partners on status of materials impacting future orders and their serviceability
•    Communicating issues – managing the flow of electronic orders for EDI (Electronic Data Interchange) by resolving incomplete order processing issues
•    Responsible for managing, monitoring and maintaining contracts and bulk orders as necessary in the SAP environment; resolve firm order/contract or bulk/call off order linking issues as well as monthly consumption of the contracts and bulk orders, while proactively communicating any availability issues 
•    Review price variance reports with account and Sales Associate to resolve issues to ensure proper pricing for invoicing 
•    Review orders for delivery blocks and work with proper departments, buyers and sales to deliver orders on time and accurately 
•    Maintain customer portal sites accurately and timely to generate revenue, where applicable participate in continued training on vendor portal when updates are available and stay current with vendor technology
•    Communicate with Sales and/or Buyer on any maintenance changes with order processing
•    Participate in account meetings and conference calls by providing consultative feedback and recommendations to Account Planners, Sales Associates and Buyers 
•    Provide ad-hoc reporting where necessary outside of canned reports 
•    Review, investigate and resolve invoice deductions and chargebacks while implementing policies and procedures to prevent reoccurrence of non-compliance chargebacks by working closely with the Buyer and Sales Associate
•    Monitoring of Plan vs Contract/Bulk vs Firm Orders to manage and ensure there is no over consumption of Plan/Contract/Bulk 
•    Enter manual contracts for closeout/irregular materials for assigned strategic accounts and provide reports to Sales with discrepancies 
•    Request and create necessary customer returns and ensure all proper approvals are obtained and completed

•    Research shortages from customers and collaborate with accounting departments on debit and credit memo resolution 
•    Seasonally and exception based maintain customer EDI cross reference files in SAP by removing obsolete items and setting up new items 
•    Understand challenges to achieving plans based on availability of product or other influences 
•    Be proactive, understand and work with Credit, Logistics, DC, and any other issues that prevents delivery, to ensure that all parties (Sales, Planning, Account) are made aware, as necessary, to ensure a better customer experience
•    Annual involvement with hind sighting of processes to ensure they remain relevant and adapt to changing account needs
•    Analyze all order (AO, Futures, Bulks, Contracts) and keep lines of communication open on order status to both the planner and the rep. Work with Rep/Planner to determine when and how to communicate issues with the Account.
•    Document processes for assigned accounts for backups, training, new hires or department overviews

•    Associates Degree or equivalent experience required
•    A minimum of 4 years combined Customer Service or Order Fulfillment / Management experience required
•    Knowledge of relevant computer applications, required including SAP, MSOffice Suite with strong Excel skills and BI
•    High level interpersonal and communication skills both written and verbal 
•    Ability to work within a team environment and independently while being flexible and self starting
•    Problem solving skills, customer experience focused, results and detail oriented, accuracy and strong analytical skills
•    Effective organizational, prioritization and multitasking capabilities working in a fast paced environment
•    Sound judgment in selecting methods & techniques for obtaining solutions while keeping company and the customers best interest in mind

Working Conditions
•    tobacco free workplace
•    Normal office environment, cubicle setting
•    Extensive computer work, some phone work - headset provided

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