This person manages and services customer accounts ensuring responsive service and clear communication. Understands the expectations, needs, and results for assigned house accounts. Ensures accurate order entry, prompt order acknowledgments, and coordination of specification reviews. Reviews inventory programs, maintains customer records, logs customer complaints, and monitors customer satisfaction.
Customer Relationships: Develops strong rapport with buyers, planners, and other customer stakeholders. Reviews order patterns and identifies changes in buying quantity and frequency. Communicates observations with Sales Representatives and Customer Accounts Manager; contacts customers to secure or confirm orders as needed.
House accounts: Manages the expectations, needs, and results for assigned house accounts through accurate order entry, prompt order acknowledgments, specification reviews, monitoring inventory programs, logging customer complaints, maintaining customer records and monitoring customer satisfaction.
ERP : Enters and reviews customer and order details in the Amtech ERP system, including specifications, quote details, order quantities and dates, packing and delivery instructions, or other special customer notes.
Order Entry: Process incoming customer orders via phone, email, and fax. Review published lead times, establish ship dates and provide order acknowledgments for standard products. Communicates with purchasing and scheduling to establish ship dates and provide order acknowledgments.
Order Review: Ensures customer purchase orders that include terms and conditions are consistent with standards and/or written supply agreements. Communicates inconsistencies to team. Serves as a liaison between external and internal customers to process requests for quotes, orders, change notices, delivery requirements, and quality issues.
Warehouse and inventory programs: Support the management of inventory and warehouse items by providing accurate information to Operations, Scheduling, and Management regarding warehoused goods.
Customer Care: Listens to customer complaints, gathers facts and communicates the situation to affected team members and departments. Logs complaints in Amtech. Documents communications with customer feedback and complaints, works with the Quality team to communicate corrective actions implemented to resolve quality issues; verify root-cause investigations and corrective action response for all customer service-related non-conformances. Process and/or route other customer requests for information such as order status and quote requests as needed.
Record Keeping: Maintains accurate electronic and paper records including customer information, specifications, tooling requests, supply agreements, etc. Ensures paper records are organized and managed for historical reference.
Experience Requirements
· 3+ years in a customer facing role in manufacturing is essential
· 1+ year experience utilizing ERP software
· Corrugated or packaging experience is highly preferred
· Proficient in common office software e.g. Word, Excel, Outlook, etc.
Employment Type
Full-time