Altria Group, Inc.
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Richmond,
VA
The mission of Altria Group, Inc. is to own and develop financially disciplined businesses that are leaders in responsibly providing adult tobacco and wine consumers with superior branded products. Altria Group is the parent company of Philip Morris USA, the largest cigarette manufacturer in the United States, as well as U.S. Smokeless Tobacco Company and John Middleton – recently acquired companies that offer leading brands in the growing moist smokeless tobacco and machine-made cigar categories.
Altria Sales and Distribution’s is to execute trade programs to grow our tobacco business and our customers' business. We are currently seeking a highly qualified Customer Relations Specialist to join our Customer Services department in Richmond, VA.
The successful candidate will build relationships with PM USA, John Middleton Company, and/or US Smokeless Tobacco Brands’ direct customers (wholesalers and distributors) in assisting the Sales Force with account management including executing order planning, handling, and troubleshooting to meet business and regulatory requirements.
Specific accountabilities include:
• Cultivating collaborative partnerships with our key customers to better understand their ordering requirements, inventory practices, technical capabilities, finances, and market conditions in an effort to help make effective business decisions.
• Providing excellent customer service via inbound and outbound telephone contacts.
• Managing order processing exceptions by investigating relevant information, identifying issues and determining proper courses of action.
• Identifying and analyzing customer order and inventory data in an effort to recommend mutually beneficial process and/or system improvements.
• Coordinating the execution of electronic commerce programs, to include communicating and driving required executions with internal and external stakeholders, selling current and emerging electronic programs to customers and creating best practices in electronic commerce that bring new, value added business solutions to PMUSA and our direct customers
Rotating responsibilities will include:
• Collaboratively managing the product allocation process to assure customer order quantities are consistent with true customer demand, which will require a strong understanding of data flow and manipulation across various systems (SAP, Business Warehouse, Manugistics, STARS, JD Edwards).
• Managing the promotional process to assure delivery of product falls within critical time windows, refusals/returns are properly addressed, and residual product is redeployed, which will require effective communication and coordination with internal and external stakeholders and strong understanding of system (SAP and MIDAS) relationships.
• Assisting with the implementation of functional improvements by conducting testing and process documentation.
Specific Skills Specific Skills
• Bachelor’s degree in Liberal Arts or Business or equivalent experience in Customer Service is preferred.
• Well developed selling and communication skills in order to ensure effective execution of account management duties.
• Strong problem solving, critical thinking, and analytical skills to identify root problems and continuously improve processes.
• Strong planning and organizational skills
• Ability to work with others in a team environment.
• Ability to gather relevant data and identify patterns and trends.
• Ability to manage multiple priorities in a deadline driven, fast-paced environment.
• PC proficiency, to include experience with Microsoft Word, Excel and PowerPoint.
• SAP and/or e-commerce experience is preferred.
NOTE* Altria Sales & Distribution Inc. is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, sex, national origin, or other legally protected characteristic.
Sub-Function Customer Service & Merchandising
City Richmond
State Virginia
Richmond, Virginia
Richmond, VA
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