Customer Service Specialist

Job summaryBridge between Manufacturing plant and Customer to fullfil all needs and immediate requirements as first point of contact with a strong sense of urgency and oraganization, must have a good understanding of the company's products and processes in order to provide the best possible assistance to customers. The target is to ensure excellent service standards and maintain high customer satisfaction.About Albea & the Product line that is recruitingAlbéa is a global leader in beauty, personal care, oral care, pharmaceutical and food packaging. Our site, Albéa NA is North America's Center of Excellence for Mascara, Lip Gloss and Lipstick Packaging.Main activitiesBuilds and maintains business relationship with customer contacts by providing prompt and accurate informationDemonstrates understanding of customer priorities, evaluates information and takes responsibility to solve customer concerns pertaining to industrial issues while interfacing with internal stakeholdersWork alongside Customer during planning week to align MSS demand taking into consideration customer's production plan and Albea's constrains for a quicker and more alinged MSS response.Attend Customer's daily production meetings and bring to Albea attention all misses/delays to provide alternative solutions to minimize down times in customer production linesManaging and resolving escalated customer issues in a timely mannerWeekly meetings with Logistic Supervisors (Planning, Purchasing, Customer Service) to work through constraints per Customer production plan to advise Customer plant in a timely manner as the first point of contactWork with Eng, Quality, Logistics team to review liabilities to identify areas of opportunity for use in other products, as well as work through waterfalls for the MSS demand to help and push Customer plant to get PO's approvalsWeekly Fill Rate revision to ensure Customer is advised of any misses that based on the customer production needs vs stock, should not be requested on Call Off's to increase OTIF score Ensure shipments from the Warehouse (BV) are shipped in the time frame requested by Customer and in the order requested, if not enough orders to fill the daily truck work through Customer production plan to seek areas of opportinity for shipments.Ensure that procedures for completing work tasks for area of responsibility are followedParticipate as key member of new product introduction process, including understanding of customer requirements and implications to launch timelinesMonitor and call out to Customer all aged items with waterfalls in hand to secure shipment of materials in agreement with our logistics parameters set with Customer CorporateAccountability including KPIsGuarantees the identification of needs and restrictions in a timely mannerGuarantees order life cycle according to the planGuarantees customer satisfactionGuarantees solid relationship with operations and sales teamOTIF, aged customer liabilities, Customer Vendor Score to Albea,Customer satisfaction scoreProfile (Experience & qualifications)Bachelor's degree (Industrial Engineering, Business Admin, or similar). At least two years of experience in a supply chain role within a manufacturing organizationExperienced working with integrated Enterprise Resource Systems (ERP)Bilingual in English and SpanishUnderstanding of production planning and control conceptsKEY ALBEA COMPETENCIESSetting Key Priorities - Deciding when to focus on which key short- and long-term issues to effectively spend own and others' limited time for dealing with especially urgent or critical mattersAchieve Goals - honors commitments. Ensures customer satisfactionEngage & Act - Manages priorities, acts at the right time and decisivelyCreate Value for all - undestands and finds solutions which balnace all stakeholders' interestsThinking Creatively - Exploring new ways of looking at situations and generating original solutions to unusual and complex problems through open minded curiosity and learning

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