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OVERVIEW
Naterra International, Inc. is a high-growth US sales and marketing company of beauty, baby care and personal care products. We are committed to manufacturing personal care products of the highest quality that promote better living. Our brands include Tree Hut (treehutshea.com) and Baby Magic (babymagic.com).
GENERAL DESCRIPTION
The operations coordinator will oversee all operational customer deductions, coordinate with Customers on damaged goods, and communicate with the Sales department on the status of returned items. The operations coordinator will review all claims data and leverage cross-functional team interaction to investigate and determine if a deduction should be submitted as a dispute or if it is a catalyst for internal process improvement. A focus on monthly reporting, keeping track of all claims activity (including monitoring each step of every claim and documenting claim closure), and showing monthly progress for management review. This reporting should capture data in a way that can be used to improve the claims dispute process overall and resolve issues across internal and external channels. This position is not limited to the claims process but also includes order management, inventory review, freight carrier communication, and other as-needed tasks to ensure orders are processed daily.
RESPONSIBILITIES AND ESSENTIAL DUTIES
• Manage customer claims, including freight, shortages, overages, damages, chargebacks, and other commercial paperwork.
• Identify issues with overages, shortages, and damaged freight and research solutions to resolve issues. Create Corrective Action Plans (CAP) when required.
• Owns the processing and reconciliation of vendor and customer disputes.
• Submit disputes through various methods (customer portal, email, online form, etc.)
• Enters and processes customer RAs (Return Authorizations) and files for RAs to all vendors.
• Supports Customer Operations Manager in all other aspects of order processing and performs related duties as assigned.
• Manage Operations folder – email response within 24-48hours
• Articulate professionally any issue or request for changes to customer orders with Sales Managers
• Investigate discrepancies within customer allocations and have detailed information to communicate with sales regarding any discrepancies
• Respond to carrier email regarding, but not limited to, damages or returns
• Enter, communicate, and allocate manual and sample orders received – as needed
• Analyze orders as they’re received, communicate with sales, allocate orders to the warehouse, communicate allocation, and work with the warehouse to ensure routing is complete and on time; orders are shipped and validated, ready to invoice – as needed.
EXPERIENCED REQUIRED
• A bachelor’s degree in supply chain/logistics is preferred. Accounting knowledge is a plus.
• Experience with computerized inventory systems preferred.
• At least two years of clerical experience preferred.
• Ability to organize and execute multiple tasks with high accuracy.
• Strong problem-solving skill set and a passion for investigation and discovery.
• Ability to learn purchasing procedures and policies.
• Experience with Electronic Data Interchange (EDI) preferred.
• Proficient with Microsoft Office Suite or related software.
• Excellent communication and interpersonal skills with warehouse workers, purchasing department, and outside vendors.
