First Quality was founded in 1989 and, in nearly three decades, has grown to be a global privately held company with over 4,000 employees. Its corporate offices are located in Great Neck, New York, with manufacturing facilities and offices in Pennsylvania, South Carolina, Georgia, and Canada. First Quality is a diversified family of companies manufacturing consumer products ranging from Absorbent Hygiene (adult incontinence, feminine care, and baby care), Tissue (bath and towel), and Industrial (print and packaging materials), serving institutional and retail markets throughout the world. First Quality focuses on private label and branded product lines.

Our core business philosophy is built on a proud culture driven by safety and quality, respect, humility, integrity, customer focus, and teamwork. With leading edge manufacturing technologies and processes and visionary leadership, First Quality is positioned to continue significant growth in the coming years. We are seeking an experienced Customer Service Advocate for First Quality Products located in McElhattan, PA.

This position is a responsible for representing First Quality to the customer and the customer to First Quality. The Customer Service Advocate is responsible forconsistently meeting customers’ expectations by ensuring that the supply chain meets their demands. Providesinsight and analysis of customer activity to support new product launches, promotions, vendor managed inventory and service improvements. Works directly with the customer and FQ associates to assure customer purchase orders are processed accurately and delivered on time & complete.

Principal Accountabilities/ Responsibilities:

• Establish and maintain effectiveworking relationships withcustomers to ensure their supply requirements for First Quality consumer products are met. Collaborate with FQ associates including sales, production planning, demand planning, distribution, transportation, product marketing, commercial finance & IT support to anticipate and proactively resolve product flow issues. Call and lead meetings to prevent or resolve problems. Be prepared and actively participate in related meetings. As a direct customer contact, consistently demonstrate a passion for the customer, an understanding of the issues and a spirit of collaboration.
• Visit customers to discuss their requirements and concerns and follow through with action on their behalf.
• Monitor open order and inventory reports to track progress of open orders through to shipment. Work with production planners and demand planners to respond to product shortages so orders ship on time and complete. Immediately notify the customer and sales manager if customer requirements cannot be met.
• Use designated VMI tools and processes to maintain inventory at target levels in assigned customer’s DCs. Track VMI performance. Lead periodic VMI performance review meetings with VMI customers.
• Prepare reports and analysis as requested by customers, sales or other FQ associates. Demonstrate ability to use available reporting tools. Fully utilize customer web sites to meet service requirements. Understand customer scorecards and FQ service reports. Be able to identify the causes for poor results and contribute to corrective action plans.
• Manage the launch of new items and the transition of existing items for assigned customers. Collaboratively develop product transition plans with customers. Evaluate potential shortfalls due to product or packaging delays. Coordinate the depletion of finished goods and materials. Maintain item material status as required.
• Monitor promotions and events for assigned customers. Immediately notify demand planning of any variance to forecast volumes or timing.
• Process orders for assigned customers. Demonstrate functional knowledge of FQ order process system’s capabilities. Comply with standard order processing procedures. Assure orders have the correct product, lead time, pricing, order multiples and meet order size requirements. Promptly respond to questions from customers or sales managers.
• Maintain data for assigned accounts in First Quality’s and in customers’ systems.
• Independently manages relationship and account needs of assigned customer(s) with limited direction from leadership.
• Dependent on customer needs, may be required to build a collaborative partnership with multiple contacts across a customer’s supply chain and may be required to participate in major customer meetings and initiatives.

Education and experience requirements:

• Bachelor’s degree in Logistics or related field or significant related logistics experience.
• Several years of high-level experience in Customer Service is required.
• Prior customer service experience is a must.
• Prior experience with ERP applications is a plus.
• Demonstrated ability to use Word and Excel is required.
• Strong communications skills both written and verbal.
• Demonstrated analytical, interpersonal and organizational skills.
• Demonstrated leadership abilities.
• Must be able to speak, read and write the English language.

Excellent compensation and benefit package!

For immediate and confidential consideration, please visit our website at www.firstquality.com & click on the Careers Tab!

First Quality is committed to protecting information under the care of First Quality Enterprises commensurate with leading industry standards and applicable regulations. As such, First Quality provides at least annual training regarding data privacy and security to employees who, as a result of their role specifications, may come in to contact with sensitive data.

First Quality is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identification, or protected Veteran status.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Education:

• Bachelor's (Preferred)

Work Location: One location

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