Client Support Analyst

ARMADA Supply Chain Solutions•Fox Chapel, PA

1d•Hybrid

About The Position

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.

Requirements

1-2 years experience in transportation, operations, and/or customer service
Bachelor’s degree in Business, Transportation, Supply Chain or Logistics
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.

Nice To Haves

Bachelor’s degree in Supply Chain or Logistics
Customer Service or Transportation experience with one or more of the following modes: LTL, Intermodal, temp controlled and dry truckload transportation preferred.
Supervisory skills.

Responsibilities

Support daily customer ordering activities
Manage all expedite requests through 24 Tracc by doing the following
Send out for quotes and secure carriers
Work with client and DC’s on most efficient shipping options
Work with warehouses and DC’s to secure shipping appointments
Track and monitor shipments from placement to delivery
Communicate daily tracker of shipments
Provide monthly reporting and analysis
Proactively monitor email and electronic (EDI) order flow to ensure activity is effectively managed
Identify and act on potential problem areas
Provide guidance as necessary on issue resolution
Coordinate first response activity to resolve emergency issues
Coordinate resolution of transportation operations supply planning, supplier and DC issues regarding:
Loading/Unloading
Appointments
Inventory availability
OS & D
Assist and substitute in the absence, when necessary, of the SCC’s
Train and mentor SCC’s within region
Manage items with special requirements for stakeholders
Manage business requirements during off hours, as needed
Document retrieval and preparation for domestic / international stakeholders
Utilize KPI’s and order analysis spreadsheets to identify DC’s that do not meet minimum performance requirements
Maintain Established Performance Levels for:
Armada Order Fill Rate
DC Trailer Utilization/Minimums
DC Order Change Rates inside 12 & 24 hours from Shipment
DC Initial Order Lead Time
Develop and maintain proper communication within the network
Escalate operational and performance issues as required to ensure desired service results are achieved
Coordinate with Transportation Operations, Account Managers, Field Services and DC’s to improve DC shipping and receiving location service levels
Assist and support the development and implementation of corrective action plans as required
Participate in monthly DC service calls as necessary
Participate in supplier on-boarding calls as necessary
Attend other Operations Calls as needed.
Analyze 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 activities
Other related duties as assigned.