Kodak Alaris is a global technology company that’s delivering future value through customer solutions. Our advanced, patented intellectual property combines breakthrough technologies, digital transformation, and human know-how to unlock the power of images and information. We make businesses run faster, governments run smarter and provide consumers innovative solutions to preserve and enjoy their most cherished memories. Our future is powered by our employees’ creativity. Expect a lot from Kodak Alaris and know that we expect a lot of ourselves and the performance of the company.

Americas Customer Service Representative

Position Summary

The client advisor will be responsible for managing the entire order-to-cash cycle and delivering outstanding service to our customers, whilst following approved control activities and internal processes. To achieve this, the client advisor will be required to work closely with other areas of the organization as specified in the “Order to Cash” section. The customer base resides in the Americas region which includes the United States and Canada.

Key Responsibilities

Manage Customer Relationship

Use excellent communication skills to always keep customers (internal and external) informed. Understand the operational requirements of our customers (contacts, delivery specifications, booking requirements, etc). Respond effectively to queries and complaints relating to orders, deliveries, and invoices. Ensure that customer account records are kept up to date for audit purposes.

Order To Cash

• Manage orders (with an increasing emphasis on electronic orders) from order receipt to billing, to provide our customers with an efficient, reliable service.
• Oversee related activities of internal functional areas to ensure orders flow effectively through systems and processes in accordance with the organization’s operational standards.
• Collaborate with Sales and Supply Chain Planners to ensure adequate inventory levels are maintained to maximize customer satisfaction and minimize cost, including build to order plans.
• Partner with sales and fulfilment teams to allocate stock, harmonize order processing priorities and troubleshoot supply chain issues.
• Manage outbound logistics in line with customer expectations, liaising with warehouses and other supply chain contacts.
• Regularly communicate with Sales and Product teams, to ensure relevant information regarding customer orders & deliveries (especially changes to expected customer demand – abnormal orders, postponed or cancelled deliveries, etc.) is given in a timely manner.
• Determine correct shipping instructions, including the complete handling of complex export processes and control of shipping.
• Raise credits & adjustments on customer accounts and liaise with credit & collections to ensure any outstanding deductions are resolved in a timely manner.

• Implement process improvements which will improve operational effectiveness and enhance profitability.
• Identify and resolve with the data management team any master data errors affecting the OTC process.
• Provide support and back up as required for Client Operations Team.

Education and/or Experience Specifications

• Previous Experience in a Customer focused role. Microsoft D365 Finance & Operations experience an advantage.

Skills and Competencies

• Ability to read, write, and speak English and/or technical expertise to translate documents and emails in real time to provide an excellent customer experience. Familiarity with Spanish or Portuguese is advantageous
• Excellent communication skills, able to liaise in a confident and positive manner with our customers and all levels of the organization
• Results-oriented, ability to work with multiple systems
• Highly organized, able to prioritize workload to meet tight deadlines
• Methodical approach with attention to detail
• Excellent problem solving and decision-making skills
• Able to work under pressure and react quickly to changing business circumstances
• Able to work on own initiative and as part of a team
• Proactive with a can-do attitude
• Flexible and able to multitask
• Competent using MS Office Suite (emphasis on excel (intermediate level), sharepoint, and outlook)

Experience not Required but Nice to Have

• Working knowledge of Microsoft Dynamics 365
• Working knowledge of Sales Force-Service
• Business Intelligence interest/experience (Power BI)

Working Environment

• Hybrid/remote
• No travel required

This job description is provided as a guide to the main duties and responsibilities of the role. The employee is required to undertake such other duties as may be reasonably required.