Customer Account Specialist

Position Title: Customer Account Specialist

Basic Position Function

The Customer Account Specialist (CAS) is responsible for providing and achieving exceptional customer experiences for existing customers while building positive customer relationships that lead to the development of new business opportunities. This role is responsible for production account management that includes order entry, planning, and communication between the facility and the customer. The CAS is responsible for supporting Sales and Engineering with existing and future customer projects and overall business.

Education / Experience (Required and Desired)

• Bachelor degree (Supply Chain, Business or Industrial Engineering) with two-years’ experience or Associates degree and 4 years’ experience desired
• APIC’s certification desired
• Knowledge of plastic injection and/or silicone molding desired
• Experience with Microsoft Office and ERP systems required
• Knowledge of lean manufacturing/continuous improvement is desired
• Knowledge of ISO 9001, 13485, 14000 and FDA regulated environment is desired

Knowledge / Skills

• Excellent planning, organizational and analytical skills
• Ability to handle high pressure and fast-paced situations in a professional office environment
• Adaptable to varying situations and able to balance tasks and priorities
• Proactive demeanor and team player
• Written, verbal and presentation skills for communicating with employees and customers
• This position requires the employee to frequently sit, stand, walk, talk and listen
• To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
• Knowledge and understanding of S&OP process

Duties

• Provide updated sales forecasts for assigned customers to S&OP in weekly and monthly meetings
• Utilize MRP, inventory reports and relevant demand data to ensure timely release of WO’s to the production floor and support groups
• Utilize problem-solving methods to reduce waste from the value stream
• Escalate issues when they impact financial goals
• Maintain high levels of internal and external customer service
• Plan orders to ensure steady production flow to meet customer demand and site financial goals
• Maintain relationships and open communication with sales, finance, purchasing and production teams to provide transparency and accuracy to Nolato customers.
• Manage product end of life process, ECO process
• Interfaces with customers, maintains records of discussions or correspondence with customers, and may have some interactions with suppliers
• Accurately process customer transactions such as purchase orders, quotes and returns per company procedures
• Prepares appropriate documentation and accurate data entry
• Determines appropriate charges for requested services when required
• Refers complaints of service for investigation, and make applicable adjustments
• Receives billing error notifications, investigates and works with finance team for resolutions
• Communicate with Value Stream Managers (VSM), Business Unit Managers (BUM) and Purchasing on a regular basis to achieve KPI’s and meet business goals
• Identify trends in order patterns and customer satisfaction to help drive customer provided report card results
• Work with applicable Customer Centered Team (CCT) and sales regarding customer communication and order production
• Support and comply with all Policies, Procedures, SOP’s, Work Instructions as they apply to the job classification or specifically assigned job and complete as directed all required training related to these standards
• Maintains a clean and safe work environment
• Performs other duties as assigned

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

Shift:

• Day shift

Work Location: In person