Customer Account Representative

Purpose of the Job

The Customer Account Representative (CAR) ensures responsive service and clear communication with customers and team members. The Account Representative is responsible for managing customer accounts through accurate order entry, prompt order acknowledgments, coordination of specification review, monitoring inventory programs, logging customer complaints, maintaining customer records and monitoring customer satisfaction.

Essential Job Responsibilities

Customer Care: Receive incoming customer complaints, gather facts and communicate situation with affected team members and departments. Log complaints in Amtech. Work with Quality team. Document communications with customer feedback/complaints and 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.

Customer Relationships: Develop strong rapport with buyers, planners and other customer stakeholders. Review order patterns and identify changes in buying quantity and frequency. Communicate observations with Sales team members and/or Customer Service Manager; contact customer to secure orders as needed.

House accounts: Manage accounts and serve the expectations, needs, and results for assigned house accounts.

Market / Customer data mining: Support sales team with customer background data for C category pursuits.

Record Keeping:
Maintain electronic and paper records including customer information, specifications, tooling requests, NDAs, Supply Agreements, and Customer Pockets. Ensure the organization and management of the hard copy customer records for historical reference. Update Amtech, audit customer database, help prepare quotations and customer communications.

Warehouse and inventory programs: Provide support in managing inventory and warehouse items. Provide accurate information to operations and management as to the availability of stock, slow and fast-moving items, T-jobs, warehouse agreements. Provide support in identifying cost vs. estimated trends to determine cost reduction and process improvement efforts.

Order Entry: Process incoming customer orders via phone, fax and email. Review published lead times, establish ship dates and provide order acknowledgments for standard products within 1 business day. Communicate with purchasing and scheduling to establish ship dates and provide order acknowledgments within 2 business days for non-standard products.

Order Review: Ensure customer purchase orders include terms and conditions are consistent with standards and/or written supply agreements. Escalate inconsistencies to management. Serves as a liaison between external and internal customers to process requests for quotes, orders, change notices, delivery requirements and quality issues. Order acknowledgements within 1 business day.

Rush Orders: Clarify specific customer needs in detail. Work with Sales team, Customer Service Manager, scheduling, and operations leaders to determine potential ship dates and rush charges. Communicate with customer ensuring commitment and provide order acknowledgement.

Specification Review:
Coordinate internal specification and design review activities with design, operations and sales. Ensure BOMs and Routings are accurate in Amtech.

Estimating & Quotes:
Provide cost estimate information to Customer Service Manager for pricing. Direct requests for quotes to appropriate Sales team member.

Tooling: Initiate complete and accurate tooling requests for new parts.

Sales Forecast: Monitor managed inventory programs. Work closely with Scheduling/Planning and Sales to ensure customer’s expectations and program terms are met.

Performs other duties as necessary in support of business objectives. As an important member of the sales and customer service team other duties will likely enrich this job. This document provides guidance and is not intended to limit the thinking and creativity of the person in this role.

Educational Requirements

  • AA or AS in business, or closely related field is preferred.

Experience Requirements

  • Experience: 3+ years in a customer facing role in manufacturing is essential.
  • Experience in corrugated or packaging is preferred.

Essential Competencies

  • Proficient computer skills, CSM and ERP applications
  • Excellent phone communication skills.
  • Active listening and empathy skills.
  • Ability to influence with warmth and humility
  • Strong written communication and email skills.
  • Accurate and quick data entry skills.
  • Solid understanding of make to order manufacturing environment.
  • Conscientious worker with a strong focus on serving internal and external customers.
  • Intermediate user of MS Excel and ERP Software or Equivalent