Account Manager

Account Manager Job Location

H&W Ingredients - Brookfield, IL 60513

$27.40 - $31.50 Hourly

• Receives customer orders by phone, e-mail, customer website or EDI.
• Enters orders and data into Sage X3.
• Sends order acknowledgements to customer including unit prices, shipping date, anticipated delays, and any additional information needed.
• Completes order for pricing, determines total cost for customer, confirms shipped orders and prepares for invoicing.
• Responsible for transmitting all order shipment releases to outside warehouse including lot# to ship and required quality docs (COAs, etc.).
• Resolves order holds due to credit, stock, allocation issues, etc.
• Coordinates with suppliers for direct shipment orders.
• Updates Customer Accounts to satisfy all special-order related requirements in Sage X3.
• Receives, acknowledges, and documents customer complaints using the Customer Experience tool, and takes necessary action to resolve complaints.
• Resolves service problems with management by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Responsible for obtaining return authorization from purchasing and sales, scheduling, and documenting returns.
• Responds to customer requests for Certificates of Analysis (C of
  
  A) and provides non-technical advice regarding products, while directing technical requests to appropriate sales team member.
• Responsible for knowing and understanding the routine and will serve as back-up to other CSR’s.
• Work with Sales and Sales Support as needed to support Customer and Supplier needs.
• Provide Sample order support as needed.
• Work with the Documents Team to provide information to customers as needed.

• Bachelor's degree required
• 2-3 years of professional experience in a related field preferred

• Calm, organized, patient, diplomatic, and confident demeanor in working with staff and customers
• Advanced attention to detail and accuracy in all work
• Sage X3 experience preferred
• Ability to prioritize wide-ranging workload and work independently
• Ability to communicate both verbally and in writing to internal and external customers
• Working knowledge of Microsoft Office applications:
  Word, Excel, Outlook
• Ability to work collaboratively with colleagues, suppliers, and customers

Office hours are 40 per week – Monday – Friday, 8:00 – 5:00; may require additional hours periodically, including evening and weekends depending on business needs.

Work typically performed in an indoor office setting.

• Personal computer
• Copier
• Fax/scanner
• Phone
• Other typical office equipment

Minimal – less than 5% of the time.

• Frequently required to sit at a desk/workstation for long period of time
• Ability to work at a computer terminal for extended periods of time
• Digital dexterity and hand/eye coordination in operation of office equipment
• Light lifting and carrying of supplies, files, etc.
• Ability to speak to and hear employees/clients via phone or in person
• Body motor skills sufficient to enable incumbent to move around the office environment