Armada
Client Support Analyst (Wednesday-Saturday Shift)
Armada, Pittsburgh, Pennsylvania, us, 15289
SUMMARY
Oversee the activities of a client and/or region to ensure daily business needs are met. Monitor order management activities and act as a working SCC when volume or attendance dictates. Provide efficient execution of daily network activity and assistance in the areas of reporting, issue management and resolution, KPI management and supplier management. For specific client needs, own key work streams and project work that is deemed to be of critical nature and priority within the client- Armada relationship.
The shift for this role will be Wednesday-Saturday.
RESPONSIBILITIESClient Support OperationsSupport daily customer ordering activitiesManage all expedite requests through 24 Tracc by doing the following
Send out for quotes and secure carriersWork with client and DC's on most efficient shipping optionsWork with warehouses and DC's to secure shipping appointmentsTrack and monitor shipments from placement to deliveryCommunicate daily tracker of shipmentsProvide monthly reporting and analysis
Proactively monitor email and electronic (EDI) order flow to ensure activity is effectively managedIdentify and act on potential problem areasProvide guidance as necessary on issue resolutionCoordinate first response activity to resolve emergency issuesCoordinate resolution of transportation operations supply planning, supplier and DC issues regarding:Loading/UnloadingAppointmentsInventory availabilityOS & DAssist and substitute in the absence, when necessary, of the SCC'sTrain and mentor SCC's within regionManage items with special requirements for stakeholdersManage business requirements during off hours, as neededDocument retrieval and preparation for domestic / international stakeholdersPerformanceUtilize KPI's and order analysis spreadsheets to identify DC's that do not meet minimum performance requirementsMaintain Established Performance Levels for:Armada Order Fill RateDC Trailer Utilization/MinimumsDC Order Change Rates inside 12 & 24 hours from ShipmentDC Initial Order Lead TimeDevelop and maintain proper communication within the networkEscalate operational and performance issues as required to ensure desired service results are achievedCoordinate with Transportation Operations, Account Managers, Field Services and DC's to improve DC shipping and receiving location service levelsAssist and support the development and implementation of corrective action plans as requiredParticipate in monthly DC service calls as necessaryParticipate in supplier on-boarding calls as necessaryAttend other Operations Calls as needed.Process ImprovementAnalyze existing ordering processes for possible improvements and provide support for various implementation plans to effect ongoing productivity improvement.Work to reduce year over year spend by managing total expedite shipment costs and preventable activitiesOther related duties as assigned.SUPERVISORY RESPONSIBILITIES
May have direct Supervisory Responsibilities and provide support to Manager on the following:Provide input for mid-year and year-end performance reviews for SCC's. Help to recommend individual performance goals for each SCC and work with SCC's to develop yearly IDP's.Identify critical items and delegate pro-active monitoring to SCC's.Ensure proper follow up occurs on issues and critical items.Maintain PTO calendar.QUALIFICATIONS :
Education and Experience Requirement
Minimum:
1-2 years experience in transportation, operations, and/or customer service ORBachelor's degree in Business, Transportation, Supply Chain or LogisticsPreferred:
Bachelor's degree in Supply Chain or LogisticsExperience:
Customer Service or Transportation experience with one or more of the following modes: LTL, Intermodal, temp controlled and dry truckload transportation preferred.Supervisory skills.Language and Technical Skills Requirement
General understanding of business and transportation terms and concepts.Proficient in Microsoft Word, Outlook, Excel required; Access, ERP/order management applications preferred.Analytical and problem solving ability.Ability to communicate effectively (verbal & written) with internal/external clients.Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Work is usually performed in an office environment with normal noise levels. Involves prolonged sitting and computer usage.Flexible work schedules per business requirements.
Disclaimer
This job description is
not
intended, and should
not
be construed to be, an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended, however, to be an accurate reflection of those principal job elements essential for making decisions related to job performance, employee development and compensation. As such, the incumbent may perform other duties and responsibilities as required. Its contents imply no contractual obligation and may be changed by the company at any time.
Oversee the activities of a client and/or region to ensure daily business needs are met. Monitor order management activities and act as a working SCC when volume or attendance dictates. Provide efficient execution of daily network activity and assistance in the areas of reporting, issue management and resolution, KPI management and supplier management. For specific client needs, own key work streams and project work that is deemed to be of critical nature and priority within the client- Armada relationship.
The shift for this role will be Wednesday-Saturday.
RESPONSIBILITIESClient Support OperationsSupport daily customer ordering activitiesManage all expedite requests through 24 Tracc by doing the following
Send out for quotes and secure carriersWork with client and DC's on most efficient shipping optionsWork with warehouses and DC's to secure shipping appointmentsTrack and monitor shipments from placement to deliveryCommunicate daily tracker of shipmentsProvide monthly reporting and analysis
Proactively monitor email and electronic (EDI) order flow to ensure activity is effectively managedIdentify and act on potential problem areasProvide guidance as necessary on issue resolutionCoordinate first response activity to resolve emergency issuesCoordinate resolution of transportation operations supply planning, supplier and DC issues regarding:Loading/UnloadingAppointmentsInventory availabilityOS & DAssist and substitute in the absence, when necessary, of the SCC'sTrain and mentor SCC's within regionManage items with special requirements for stakeholdersManage business requirements during off hours, as neededDocument retrieval and preparation for domestic / international stakeholdersPerformanceUtilize KPI's and order analysis spreadsheets to identify DC's that do not meet minimum performance requirementsMaintain Established Performance Levels for:Armada Order Fill RateDC Trailer Utilization/MinimumsDC Order Change Rates inside 12 & 24 hours from ShipmentDC Initial Order Lead TimeDevelop and maintain proper communication within the networkEscalate operational and performance issues as required to ensure desired service results are achievedCoordinate with Transportation Operations, Account Managers, Field Services and DC's to improve DC shipping and receiving location service levelsAssist and support the development and implementation of corrective action plans as requiredParticipate in monthly DC service calls as necessaryParticipate in supplier on-boarding calls as necessaryAttend other Operations Calls as needed.Process ImprovementAnalyze existing ordering processes for possible improvements and provide support for various implementation plans to effect ongoing productivity improvement.Work to reduce year over year spend by managing total expedite shipment costs and preventable activitiesOther related duties as assigned.SUPERVISORY RESPONSIBILITIES
May have direct Supervisory Responsibilities and provide support to Manager on the following:Provide input for mid-year and year-end performance reviews for SCC's. Help to recommend individual performance goals for each SCC and work with SCC's to develop yearly IDP's.Identify critical items and delegate pro-active monitoring to SCC's.Ensure proper follow up occurs on issues and critical items.Maintain PTO calendar.QUALIFICATIONS :
Education and Experience Requirement
Minimum:
1-2 years experience in transportation, operations, and/or customer service ORBachelor's degree in Business, Transportation, Supply Chain or LogisticsPreferred:
Bachelor's degree in Supply Chain or LogisticsExperience:
Customer Service or Transportation experience with one or more of the following modes: LTL, Intermodal, temp controlled and dry truckload transportation preferred.Supervisory skills.Language and Technical Skills Requirement
General understanding of business and transportation terms and concepts.Proficient in Microsoft Word, Outlook, Excel required; Access, ERP/order management applications preferred.Analytical and problem solving ability.Ability to communicate effectively (verbal & written) with internal/external clients.Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Work is usually performed in an office environment with normal noise levels. Involves prolonged sitting and computer usage.Flexible work schedules per business requirements.
Disclaimer
This job description is
not
intended, and should
not
be construed to be, an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended, however, to be an accurate reflection of those principal job elements essential for making decisions related to job performance, employee development and compensation. As such, the incumbent may perform other duties and responsibilities as required. Its contents imply no contractual obligation and may be changed by the company at any time.