What are the responsibilities and job description for the Client Service Administrator - Berlin, CT position at Fosdick Fulfillment Corp?

Fosdick Fulfillment Corporation, a leader in fulfillment services, has a full time client Service Account representative available in our Berlin, CT location Monday through Friday 8 : 30 a.m. - 5 : 00 p.m. Must have reliable transportation to be able to travel between our CT facilities in Wallingford, Meriden and New Britain.

The Client Service Account Representative serves as the primary contact for their assigned accounts. The purpose of this position is to assure that all fulfillment needs & services of our clients are met and upheld while building cooperative relationships. This is achieved by open and honest collaboration with the client as well as all representing the client with all Fosdick internal departments to meet client expectations.

The Client Service Account Representative will have primary day-to-day responsibility for managing client requests, understanding and managing their business needs through Fosdick Fulfillment Services.

Interacts regularly with the Executive team to ensure that goals and objectives are established and achieved. Develops and implements action plans to correct variances. Oversees the preparation of accurate, timely, and complete reports to the company and clients as required. Conducts analysis and trending of financial reports to identify risks, opportunities and controls.

PRINCIPLE DUTIES AND RESPONSIBILITIES

GENERAL :

Represent Fosdick on a daily basis as the point of contact for assigned accounts guiding accounts through the complexities of warehouse and fulfillment / distribution services
Facilitates services for assigned client accounts, such as production, programming, returns, accounting, customer service, forecasting, through scheduled client visits, daily or weekly calls, focused meetings for item resolution, report analysis, and departmental interaction.
Cultivate client relationships to understand their specific business objectives in order to build and execute plans to exceed expectations to grow current business and identify opportunities to further utilize Fosdick services
Advocate for the assigned client account daily business attainment including :
Monitor the status of performance reports relating to order status, forecasts impacting volume changes, backorder or orders on hold, inventory / packaging availability to forecasts, work orders and shipping status.
Attend meetings with warehouse managers to provide updates, client feedback (client pain points) and understand areas for improvement (production pain points) to drive continuous improvement for the client.
Investigates client escalations and problems and proposes solutions to clients. Escalating when necessary & working with internal Fosdick team members to identify solutions
Monitor and close open action items
Maintain clear, concise and accurately documented communications with both clients and internal resources.
Client SOP documents and service requirements
Task tracking, and reporting to ensure accuracy of client programs, reports and KPIs when applicable
Presenting Quarterly and / or Monthly Business Reviews
Ongoing account analysis to ensure services are captured, reported, invoiced and executed properly
Document email and call inquires to provide feedback and action plans
Liaison and facilitate client or interdepartmental projects and project management
Negotiate timelines and set expectations with the clients
Prepare weekly reports of client’s activities for Fosdick management
Assist in client system setup

QUALIFICATIONS

Bachelor’s Degree in business, communications or related field.

2 years of experience in a customer relations role preferably in a warehouse or manufacturing environment.

Familiarity Microsoft office software applications

Familiarity with CRM systems preferred

PERSONAL ATTRIBUTES

Strong communication skills (verbal and written), ability to communicate and manage well at all levels of an accounts management and with all internal Fosdick staff.

Highly disciplined and organized with strong planning skills to define a task and drive to implementation / resolution.

Strong analytical skills to create and evaluate reports that pertain to performance requirements and data.

Strong problem solving and creative skills and the ability to exercise sound judgment and make decisions based on accurate and timely analyses.

High level of integrity and dependability with a strong sense of urgency and results-orientation.

Strong work ethic with “can do” attitude that fosters and engages in a collaborative work environment to achieve continuous improvement.

Adaptable with the ability to adjust to frequent shifts in direction or impediments to daily fulfillment needs.

PHYSICAL REQUIREMENTS

The physical demands of this position must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Evening and / or weekend work may be required to complete projects.

The employee is required to stand and walk.

Specific vision abilities required by the job may include close vision, distance vision, color vision, peripheral vision, depth perception and an ability to adjust focus.

Must have the ability to operate a computer with proficiency.

Ability to pass a pre-employment background, criminal, and drug screening.

Affirmative Action / EEO Statement

Fosdick Fulfillment Corporation fosters and embraces an environment that promotes equal employment opportunity (EEO) and inclusiveness and maintains a model workplace that is free of discrimination. The policy of Fosdick Fulfillment Corporation is to ensure that no employee or applicant for employment is denied equal opportunity because of race, color, sex, national origin, religion, age, disability, marital status, pregnancy, sexual orientation, gender identity, genetic information, or any other non-merit-based factor.

General Guidelines

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The job description does not constitute an employment agreement between the Fosdick Corporation and employee and is subject to change by the Fosdick Corporation as the needs of the company and requirements of the job change.

Compensation details : 40040-75150.4 Yearly Salary

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Client Service Administrator - Berlin, CT

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