Koozie Group

• Answering incoming calls and inquiries from our customers, sales and account management to resolve customer questions and concerns • Deliver the best results by ensuring each order is executed flawlessly by providing accurate information and quality customer service • Researching customer inquiries utilizing company resources and document customer conversations, information, questions, corrective action/answers, and product orders in the tracking application • Resolving roadblocks by researching and working with other departments • Follow through on issues by placing outgoing calls to retrieve additional information or returning calls to offer information regarding resolution • Meeting individual customer service call volume and quality expectations • Acting as a liaison between client and various departments • Sharing standard methodologies with other customer service claim teams • Responding to client inquiries through phone or e-mail contact with customers and prospects about the company’s products or services • Participating in meeting team goals for service, quality and cost • Participating in and support company-wide initiatives such as continuous operational improvement in order to improve service, reduce costs, and improve quality • Mentor, advise and lead your team members in their journey to customer excellence • Lead by example, handling customer escalations with creative problem-solving • Raise the Bar with each and every customer interaction, delivering an amazing customer experience utilizing service excellence techniques • Consistently and respectfully Raise the Bar by identifying trends in customer concerns and escalating properly to leadership • Take responsibility to develop a deep knowledge of our product portfolio and a working knowledge of Operations business processes including order flows, manufacturing and shipping • Able to quickly validate pricing across customer programs, product promotions and extra charges • Able to identify and drive process improvements or make recommendations that improve the overall customer experience

• Key participant in monthly collaborative demand review as part of the S&OP process • Develop and maintain a monthly demand forecast for all finished goods parts using order and shipment history, sales and marketing information, market intelligence, and industry trends to inform the projected demand • Influence and collaborate with key partners in sales, supply planning, marketing, and finance to understand and interpret the potential impact demand drivers can have on demand and adjust the statistical forecast to reflect those impacts • Analyze and develop insights on data from customer point of sales data systems and internal order management systems • Lead continuous improvement efforts to advance the demand planning and forecasting process capabilities • Maintain forecast vs. actual history data by customer, product family, channel, geography, and SKU • Develop and maintain monthly forecast accuracy and forecast bias metrics