Account Specialist

JOB TITLE:

Account Specialist

DEPARTMENT:
Sales

REPORTS TO:

Sales Operations Supervisor

SUPERVISES:
None

FLSA STATUS:
Non-Exempt/Hourly

JOB SUMMARY

Provide timely, attentive, and professional service to customers to ensure their needs are met in a manner that reflects Whirley Drink Works! outstanding reputation both in the industry and our community.

DUTIES/RESPONSIBILITIES:

Customer Service:

Activities necessary to streamline the art/order process to allow Whirley Drink Works! independent sales representatives more time to pursue new business.

* Manages Customer relationships on Smaller Revenue Accounts under $50,000.

* Receives customer calls/emails directly or forwarded from an independent sales representative.

* Answers Questions

* Gathers Information

* Accepts Orders

* May Extend Price Quotes

* When applicable, may redirect calls/emails to independent sales representatives.

* Is proactive in working directly with customers on all art and order details. Copies independent sales representative as FYI.

* Communicate shipping details with our customers after an order ships.

Order Processing:

Implements, maintains, and manages the customer order process from receipt of order through delivery of product.

* Receives, analyzes, and processes orders and art from independent sales representatives and customers.

* Performs artwork data entry of all information needed to complete the preparation of art layout for customer approval. This includes ensuring all company policies are met regarding the type of decoration, number of ink colors, quantity/product requirements, licensing/royalty issues and other related items.

* Performs all data entry of reorders, new custom, and stock orders into the IQMS order entry system.

* Assesses each item ordered against details provided by the independent sales representative order confirmation and/or customer purchase order to ensure all data is correct and meets all company policies.

* Generates an IQMS order confirmation for customers to approve.

* Reviews, analyzes, and communicates special customer requirements to Credit Services, the Production, Art, and Shipping departments in a clear and understandable manner.

* Takes action to ensure rush artwork and orders are properly prioritized in the order processing system through communication with the Master Scheduler / Expeditor, Sales Operations Supervisor and/or VP of Sales.

* Reviews all orders entered the previous day to ensure all details are accurate, complete and comply with company policy.

* Processes "same day ship" stock orders as required to meet customer needs and meets all company policies.

* Reviews, analyzes and processes small to large multiple direct ship programs.

* Manages dated artwork to ensure it is completed timely and follows up with the customer for approval.

* Reviews the Late Shipment Dashboard daily to ensure all orders are shipping when ready or by the date committed by production.

* Responds to customer complaints by analyzing the situation and details to determine what type of corrective action may be needed and initiates a formal support issue in IQMS.

Inventory Management:

* When applicable, maintain optimal inventory levels for custom stock products that will ensure customer requirements are satisfied without stocking more than a 1-2-month sales level.

* Monitors and communicates all orders produced but not shipped on time to the independent sales representative and their supervisor or communicates directly with customers as needed.

* Reviews and analyzes the Aged Inventory Report for potential decorated product not shipped with an order and communicates any situations with the Shipping Department to determine if inventory exists and can be shipped, held for a future ship date, sent to the Sample Room for samples or sent to regrind.

Communications:

Communicate with the following groups via phone or email regularly to ensure customer requirements are satisfied:

* Independent Sales Representative

* Sales Operations Supervisor

* Decoration and Assembly Department

* Supply Chain

* Customers

* VP of Sales

* Master Scheduler / Expeditor

* Art Department

* Plates Department

* Inventory Coordinator

* NPD Team

* Accounting Department

* Quality Engineering Manager

* Material & Logistics Manager

* Molding Plant Manager

* Credit Services

Meetings:

Attends a weekly Sales Operations meeting to exchange ideas and information relating to sales, order processing and production.

Improvement Ideas:

Offers at least four job-related improvement ideas each year.

Company Wide:

* Adheres to all company policies and procedures.

* Performs other related duties as assigned.

* Supports, enforces, and complies with company policies and procedures.

GENERAL CONDUCT:

* Maintains respectful working relationships with all Whirley Team Mates and supervisors to promote teamwork and a positive work environment.

* Committed to Continuous Improvement to raise personal performance above the standard and to develop new methods to eliminate waste, improve productivity and reduce customer complaints.

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