Customer Care Planning Specialist

What you will do:

• Serve as primary contact for customers, sales professionals across the organization working on your assigned accounts to manage and resolve issues.
• Drive proactive collaboration for your customers’ upcoming shipment plans to include stock availability analysis.
• Ensure issues are managed and resolved as dictated by their SLAs (Service Level Agreements) and in accordance with our internal SLAs.
• Serves as a point of escalation for internal customer teams (Project Management, Sales Support, Sales, Billing, Delivery & Implementation, Professional Services, etc.)
• Drive improvements to the NPS (Net Promoter Score) performance for your assigned customers by increasing on time in full delivery.
• Organize and lead all quality and customer experience reviews for your assigned accounts.

How you will do it:

• Engage directly with the customers assigned and establish the relationship, and customer service leadership needed to positively impact the assigned customers experience with Sensormatic
• Collaborate with the Account Manager/Seller and functional support leads/teams (Delivery & Implementation, Billing, Collections, Contract Accounting, Sales Support, Project Management, Professional Services)
• Create a future facing ship plan, with supply analysis, and escalation of barriers to success and risk management
• Drive alignment across supply chain, sales and delivery to agreed upon install and delivery dates.
• Proactively look for ways to resolve existing operational quality issues, and manage risks for the customer’s delivery

What we look for:

• Excellent analytical skills
• The ability to navigate through ambiguity and complexity to drive solutions to complex problems, decisions, and critical issues
• Bachelor’s degree in accounting, finance, engineering, supply chain or business
• Proven experience in business, project management, continuous improvement, sales, supply chain or customer service
• Extraordinary attention to detail and organizational skills
• Experience in process execution, customer service, sales, project management, continuous improvement or supply chain with a demonstrated proficiency in active problem solving.
• Excellent inter-personal skills to including written and verbal English proficiency
• Advanced knowledge and experience in using Microsoft Office applications. Excel expertise is necessary. Power BI a plus.
• Experience with Oracle ERP or similar
• Experience with inventory management and supply planning processes
• A proven track record of collaboration and driving issues to resolution.