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Summary
Serves as the primary point of contact with assigned customers. Manages the order entry process from inception to invoicing. Responsible for the coordination, accuracy, timeliness, and approvals for entering customer orders into G3 order processing system. Works cross functionally with other departments as needed to ensure customer expectations are met. Acts as the liaison between sales, customer, and Operations across the entire Division to provide proper and timely communication. Facilitates quotes as needed.

Essential Functions
This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

• Serves as the primary point of contact with assigned customers and provides professional, efficient and effective customer interactions (email, incoming and outgoing phone calls, follow-up communications, responding to requests for information, etc.).
• Establishes relationships with customers; works with customers to understand their needs, available to visit customer sites, and facilitates the communication flow with other internal departments.
• Understands, documents and communicates customer requirements and specifications including quantity, quality, schedule and delivery and any other items of importance to the customer to ensure accurate customer systems set-up, customer orders.
• Participates in the development of customer rates, project budgets and timelines and ensures completion of initiatives within agreed upon budgets and timeframes.
• Prepares accurate, timely, and detailed estimates for jobs and rework charges on those jobs, and communicate prices to Customer and Sales.
• Schedule jobs to ensure on-time deliveries and maximum production efficiencies and analyze issues related to missed production schedules.
• Ensures customer satisfaction by monitoring product delivery, accurate invoicing, and timely resolution of issues.
• Creates and tracks multiple revisions of quotations process and ensures all details are addressed, requested and organized accordingly.
• Responsible for communicating updates to customer orders as needed.
• Reviews all cost associated with suppliers &/or customer orders, identifies any discrepancies or errors and works to resolve. Partners with the appropriate department to issue the final invoice for customer.
• Manages communication with Sales and operations across the Division to ensure all parties are up to date with status of orders and/or project status.
• Communicates daily with internal customers across the divisions and external customers to coordinate delivery of customer needs and acts as a liaison with other departments.
• Responsible for developing, managing and disseminating reports and metrics to customers and suppliers as needed.
• Processes orders utilizing SAP and other internal systems.
• Participates in and helps facilitate the coordination of customer site visit and product inspections, etc.
• Reviews finished goods inventories to keep them in line with prospective sales while minimizing inventory levels and stock out situations.
• Transmits proofs to customer after production department approval, and manages the timely return of same proofs.
• Ensures all requested ship dates and service delivery requirements are met.
• Communicates manufacturing and scheduling limitations to Sales and customers.
• Follows through on internal and external customer issues to ensure 100% customer satisfaction.
• Deals with difficult customer situations and complaints successfully and in a timely manner.
• Works cross-functionally to coordinate new product concepts and participates in feasibility meetings to help facilitate idea development and screening throughput.
• Motivates team members to achieve results.
• Provides project performance feedback to Project Managers and team members.
• Schedule jobs to ensure on-time deliveries and maximum production efficiencies and analyze issues related to missed production schedules.
• Maintains satisfactory attendance, to include timeliness.
• Responsible for understanding and complying with applicable quality, environmental and safety regulatory considerations.
• This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Qualifications

• High school diploma or State-issued equivalency.
• Bachelor’s degree plus 4 years customer service, account management, logistics, sales &/or operations experience reflecting increasing levels of responsibility; OR Bachelor’s degree plus 3 years of G3 customer service, account management, logistics, sales &/or operations experience reflecting increasing levels of responsibility; OR High school diploma or State-issued equivalency and 8 years of customer service, account management, logistics, sales and/or operations experience reflecting increasing levels of responsibility; OR High school diploma or State-issued equivalency and 7 years of G3 customer service, account management, logistics, sales and/or operations experience reflecting increasing levels of responsibility.
• Skilled in Microsoft Office Software.
• Required to travel to company offices, sites, and/or meeting locations for onboarding, training, meetings, and events for development, department needs, and business delivery up to 5% of the time, with or without reasonable accommodation. This may be in addition to travel requirements, if applicable, as listed in this job description.
• Strong oral and written communication skills.
• Experience maintaining professional and cooperative relationships with internal and external customers.
• Experience performing under heavy demands with low error ratio.
• Experience performing detail-oriented tasks; recognizing and correcting discrepancies.

Preferred Qualifications

• Bachelor’s degree plus 5 years of account management or customer service experience reflecting increasing levels of responsibility.
• Account Management experience.
• Prior work experience in the manufacturing, wine/beverage, packaging &/or logistics industry.
• Experience using systems such as SAP, Radius, etc.
• Experience with Production Management System(s).
• Demonstrated ability to work cross functionally.
• Ability to pass the Farnsworth-Munsell 100-Hue Color Vision Test with a score of 75 or below.
• Bilingual (conversational and in writing) in French, Italian or Spanish.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit; use hands to finger, handle, feel, talk and hear. The employee is occasionally required to stand, walk and reach with hands and arms. Specific vision abilities required by this job include close vision.

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.

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