Customer Solutions Specialist

Job Details:

Location:

SPG - Minneapolis, MN 55426. Position Type:
Full Time. Salary Range: $60,000.00 - $69,000.00.

The Customer Solutions Specialist is the primary point of contact for customers, with responsibility for building and maintaining sustainable customer relations. The position serves a critically important role as the VOICE OF THE CUSTOMER within Spectrum Plastics. Job duties include managing every aspect of the sales order process, staying appraised of other Spectrum commitments such as RMA’s, customer complaints, ECO’s, and ensuring the Spectrum team is meeting their commitments.

Monitor and ensure total customer satisfaction in all areas of the business relationship, with a focus on on-time delivery (OTD) and service, and having an “ear to the ground” on any other areas of satisfaction or dissatisfaction. Engage and escalate key customer issues to sales and site management so they can be resolved.

• Actively promote and drive a culture of safety within Spectrum Plastics.
• Manage orders in IQMS from receipt and contract review, through fulfillment.
• Be the voice of the customer. Work with the Plant Production & Quality Teams to clearly communicate customer needs, resolve issues, meet OTD goals, and exceed customer expectations.
• Collaborate and share customer information with the Inside Sales, Field Sales, and Global/Key Accounts team to ensure maximum care and coverage for each customer.
• Make it easy and enjoyable for customers to do business with Spectrum Plastics, and work diligently to ensure we are the supplier of choice for injection molded and related components.

• Key advocate role for the customer. Represent the VOICE OF THE CUSTOMER.
• Liaison between the customer and the balance of the Spectrum organization to ensure broad customer satisfaction, while continuously providing feedback to Sales, Supply Chain, Quality, Engineering, and the Production teams.
• Know your customers, their products, and understand what components that Spectrum produces and how they are used in end items.
• Manage the entire sales order process, including receipt of order, contract review, order entry, promise dating with Supply Chain, order acknowledgement, internal monitoring of order status, and communicating any promise date changes to the customer promptly.
• Manage customer Kanbans and be fluent in navigating, understanding, and interpreting customer portals and other demand information. Work closely with customers to understand future demand requirements to support the Specialty Molding Sales & S&OP process.
• Maintain IQMS modules to ensure that customer, item, pricing, order details, lead times, payment terms, and related information are accurate and up‑to‑date.
• Participate in daily production meetings to provide feedback on customer requirements and recommend schedule adjustments.
• Monitor daily shipments to assure orders ship as promised and report key customer‑related metrics such as OTD, customer complaints, and assign reason codes for missed shipments.
• Receive, evaluate, file, and report on all external scorecards; investigate unclear information and work with Sales Manager to facilitate regular business reviews.
• Manage forecasting and attend weekly and monthly S&OP meetings.
• Monitor customer sales performance regularly and identify potential issues based on trends up or down in sales by customer or SKU.
• Grow sales by probing customers for new business opportunities and gathering market intelligence regarding trends, competition, and opportunities.
• Facilitate resolution of customer satisfaction issues by initiating interdepartmental communications and scheduling meetings with key stakeholders, and communicating commitments to customers as required.
• Facilitate the RMA process with the customer and internal teams.
• Support the ECO process, ensuring changes are phased in as expected by the customer and that any cost implications are passed along as price changes.
• Enter all customer complaints, track resolution, and conduct timely root‑cause investigations and responses.
• Manage re‑quoting of expired pricing to support profitability.
• Work closely with Supply Chain to monitor…