Customer Service Analyst
Universal Music Group
Woodland Hills, CAThis was removed by the employer on 4/19/2017 10:22:00 AM PST
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Full Time Job
Description
The Customer Service Analyst is responsible for processing and managing orders and effectively manage enquiries relating to customer orders. This will include but not limited to inquiries and quality in the areas of status of deliveries, pricing, POD’s, and returns processing.
Job Functions:
Customer Service
• Provide customer service cover over telephone and online
• Handling Sales Order entry
• Manageing and updating Sales Orders from entry to fulfilment
• Managing delivery enquiries
• Resolving customer, Company or 3PL queries within Service Level Agreements
• Liaise with 3PL’s and operational team members to ensure query resolution
• Provide information to customers on release dates and services.
• Assist with queries originating within Manufacturing and Distribution Centers in relation to orders, deliveries, product information and release dates
Sales Order & Returns processing
• Enter or process orders received by fax, post, telephone, EDI, VMI or e-mail onto the distribution system.
• Process urgent orders
• Cancel orders as required
• Manage allocations in situations where demand is higher than actual inventory or Supply
• Check error interfaces and resolve issue
• Assist the Customer services team members whenever possible, particularly with administrative or recurring tasks.
• Managing all aspects of the returns administration process, to include:
• Managing returns requests from Customers (returns inbox)
• Seeking approval from Company staff to raise Rterun Authorizations (RA’s)
• Managing returns accruals
• Managing errors (includes raising RA)
• Returns Process flow management
• POD requests and other reporting
Master data management
• Setting up and checking pricing requests
• Process system changes to
• Customer
• Vendor
• Company Internally
• Pricing, file discounts, campaign pricing
• Items
• To accurately maintain the distribution system on behalf of the Company and its customers in a timely fashion, as required.
Process & System Enhancement
• Performs special projects and ad hoc analysis as requested by management or as required for their assigned accounts.
Job Requirements:
Skills/Abilities:
Communication Skills
• Good level of verbal and written communication skills,
• Excellent telephone manner.
• Computer literate with proven administration skills.
• Accuracy and attention to detail.
Analytical Skills
• Knows how or where to obtain information; is resourceful.
Time Management Skills
• Prioritizes work activities; plans and stays organized in order to meet commitment and productivity standards.
• Is a highly detail oriented individual.
• Manages timelines; deals effectively with pressure.
Other Necessary Skills
• Takes initiative and seeks increased responsibilities.
• General understanding of manufacturing, and supply chain operations
Languages
• Required: English.
• Any other language is an asset
Key attributes
• Service delivery orientation
• Positive attitude and team player
• Problem solving and decision making skills.
• Strong working knowledge of Microsoft Office applications (MS, Word, Access, Outlook, PowerPoint, and Visio).
Experience:
• A minimum of 1-2 years of experience in a customer facing role.
• Knowledge of Oracle based systems.
• Understanding of distribution and order fulfillment processes.
• Customer service or related activity
• Supply Chain process and domain knowledge is a plus
Education:
• BA/BS degree preferred
Universal Music Group is an Equal Opportunity Employer.
Disclaimer
This job description only provides an overview of job responsibilities that are subject to change.