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Account Specialist - Customer Service Rep

NPAworldwide Recruitment Network

Last Updated: 11/25/22

Job Description

Job description:

JOB DIMENSIONS

Position is responsible for quality sales order management, customer satisfaction and support, account reconciliation, and supporting the revenue stream. Primary focal point is the planning and scheduling of customer orders. This position works closely with Supply Chain to maintain the integrity of the order fulfillment process related to shipments throughout the US and Canada in Minibulk, Bulk, and Cylinders, and O-Scent & Mercaptan Assassin processing.

KEY ACTIVITIES AND RESPONSIBILITIES

65-70% - ORDER MANAGEMENT

  • Order management includes key customers, with one or more supply chain models, or more complex order processes.
  • This position acts as the Point Person for all customer orders in the Odorants Business and communicates directly with customers to coordinate products, job timing, multiple drop locations and verify delivery requirements.
  • Daily interface with tactical planning, logistics, and product management regarding product sourcing and product availability.
  • Communicates customer concerns regarding timing of deliveries, product quantities, etc., to Sales and Plant Ops.
  • Works with the team to develop contingency plans in preparation of resource-constrained periods.
  • Negotiates changes if needed with customer, OPS team, and other parties when conflicts in availability arise and assists in changes required for successful completion.
  • Coordinates and provides timely information to ensure SAP orders and other planning tools (Order Entry Portal, Fleet Schedule Tool, Google Doc, etc.) are always current and customer orders are in balance with shipping capabilities.
  • Knowledgeable in, and easily executes, SAP customer master and output settings to provide consistent information to customers, such as Order Acknowledgement, ASN, COA, Invoice. Proactively monitors orders, using SAP tools and custom reports, for on-time shipping, delivery, order process status and on time invoice creation.
  • Provides information on pricing, availability, and schedule information with a full understanding of product and packaging and delivery vehicle options.
  • Quote, list pricing/special arrangements/discounts as agreed to by sales. Maintains or exceeds customer revenue and working capital targets.
  • Identifies areas of concern in the quote to cash process. Alerts customers of issues and recommends proper solutions throughout the quote to cash process.
  • Attends Tuesday/Friday Plant Sales Order Meetings; working closely with the Marketing Manager and the Plant to ensure customer demand needs are met.
  • Attends daily tailgate meetings with the Plant to ensure daily SC and customer needs are completed.

10-20% RESOLVING ISSUES

  • Resolves crisis situations during and after hours of operation easily managing customer relationships.
  • Ensures resources are constantly being planned according to changing customer needs, and identify/resolve conflicts as they occur (e.g., Credit holds within lead time of truck loading, add-on's/changes to customer drops within lead time, etc.)
  • Dispute resolution daily across various topics such as, but not limited to, billing disputes, customer complaints, driver issues, and safety concerns.
  • Understands customer financials (residuals, credits/debits, and overdue invoices); investigates and resolves residuals on a timely basis, creates credit and adjustments within authorized limits, or requests approval when appropriate.
  • Tracks and documents in SAP the new OED Service Jobs to establish the best process to enter service jobs in SAP to maintain efficient records of job mobilizations, execution, and demobilization in support of the invoicing process.
  • Frequently recommends, initiates, identifies gaps, and suggests improvements.

5% TRAINING

  • Actively participate in all required training and in the appropriate time frame. Maintain personal ISO training records. Proactively assist team members with daily activities and training efforts. Attend offered training to support development plan and strengthen skills.

10-15% ADDITIONAL ACTIVITIES

  • Identify the need for new ISO procedures; create new procedures and amend existing procedures as needed.
  • Perform additional business specific related activities as directed by Manager to support sales and distribution processes, which may include inside sales, import, export, collections, forecasting, Supply Chain, various report requests (Power BI, SAP BW,etc.).
  • Attend supply chain and S&OP meetings, understand changes and impact to product delivery; communicate the information and impact to the team.
  • Share knowledge and propose use of custom SAP reports across the supply chain to provide accurate real time order information.
  • Assist with process improvement for business specific activities internally and externally.

CONTEXT AND ENVIRONMENT

  • This role requires the ability to multi-task and to achieve results and meet customer requirements in an environment of shifting priorities.
  • Requires the ability to work well with all levels of internal management as well as direct customer contact, plant operations/technical contacts (in-house and 3rd party) and interface with Carriers, Logistics, Credit, Accounts Receivable, Regulatory, and the Business Process Optimization team.
  • Many components of this job are time critical, particularly during job execution for live support to the customer.
  • Customer relationship management is an important component of the position, to work with customers through issues and ensure satisfactory completion of jobs.
  • Effective interaction with support groups (particularly HES, IT, and Logistics) requires sophisticated knowledge of systems and operating equipment, and the ability to communicate in these terms.
  • The breadth of professions and personalities engaged with requires sensitivity to varying needs and work styles.
  • Daily functions are conducted in accordance with Customer Service ISO 9000 Quality & Procedures Manual, Business Unit Work Instructions and associated documents, Business Unit Rules or Guidelines, Company Policies and Procedures, Federal, State and Local Legal, Tax, Health, Safety and Environmental Guidelines/Regulations (Includes Robinson Pactman Act, Hazmat, TOSCA, NAFTA, Product Stewardship, DOT, IMCO, among others). Supports the site HES policy and complies with all regulatory and internal requirements
  • Participates in HES activities provided by site management and (e.g., Behavioral Base Safety, SafeStart, etc.)
  • Supports and promotes the reporting of all health, safety, environmental, near-miss, accident, or injury incidents.
  • Trusted to operate within any general customer service compliance guidelines.
Qualifications:

REQUIRED EDUCATION/QUALIFICATIONS/WORK EXPERIENCE

  • Bachelors Degree with Emphasis in Business, Engineering,Supply Chain or Logistics or equivalent relevant customer service experience.
  • 3 to 5 years experience with bachelors degree or 6+ years of relevant customer service experience without bachelors degree.
  • Intermediate skills in Microsoft applications: Word, Excel, and Power Point.
  • Strong communication skills (written and verbal), problem solving & decision-making skills; presentation skills.
  • Customer Order processing in an enterprise system, SAP is strongly preferred.
  • Logistics experience a plus, but not required
Why is This a Great Opportunity:

Growing Globals Chemical Company, offers excellent career growth opportunity.



Company Details

Grand Rapids, Michigan, United States
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