Customer Service Representative​/Account Specialist

Account Specialist

The Account Specialist is responsible for quality Sales Order Management process, customer satisfaction and support, account reconciliation, and supporting the revenue stream of ***, Inc. Working in a customer service team of 7 people, interfacing with plant/shipping locations, Logistics, Credit, Accounts Receivable, Regulatory, and other
*** departments.

• Experienced Customer Service professional which consistently demonstrates skills to build a climate of trust and respect and uses experiences to quickly gain the confidence of others.
• Strong knowledge of SAP/ERP Master Data, order process, Available to Promise (ATP), transportation settings, and customer delivery processes.
• Strong communication skills (written and verbal), problem solving & decision making skills; presentation skills.
• Ability to multi-task and work efficiently through more complex processes.
• Exercises good judgment more autonomously on all tasks by evaluating the impact of decisions on the customers and the organization.
• Ability to recommend processes to improve service to customers and or business/product delivery issues.

1. Order Management

• 65% - 70% Order Management:
  Order management includes key customers, with one or more supply chain models or more complex order processes, such as vendor managed inventory, consignment, etc.
• This position is responsible for 2,000 orders plus per year; all orders will be entered and acknowledged within 24 hours.
• Knowledgeable in and easily executes SAP customer master and output settings to provide consistent information to customers, such as Order Acknowledgement, ASN, COA, Invoice.
• Provide information on pricing, availability, and schedule information with a full understanding of product and packaging options.
• Quote, list pricing/special arrangements/discounts as agreed to by sales.
• Maintain or exceed customer revenue and working capital targets.
• Proactively monitors orders against forecast, using Picasso, SAP tools and custom reports, for on-time shipping, delivery, order process status and identifies areas of concern in the quote to cash process.
• Alerts customers of issues and recommends proper solutions throughout the quote to cash process.

2. Resolving Issues

• 10%- 20% Resolving Issues:
  Resolves crisis situations during and after hours of operation easily managing customer relationships.
• Record complaints and correctly assign to investigating party, understanding implications of issues and effectively managing the complaint process.
• Constant follow-up and review until issues are satisfactorily closed.
• Understanding of customer financials (residuals, credits/debits, and overdue invoices); investigate and resolve residuals on a timely basis, weekly, create credit and adjustments within authorized limits, or requests approval when appropriate.
• Frequently Recommends, initiates, identifies gaps, and suggests improvements.

3. Training

• 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.

4. Additional Activities

• 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 or Supervisor to support sales and distribution processes, which may include inside sales, import, export, collections, forecasting, Supply Chain, various report requests (SAP BW, WB , etc.).
• Attend supply chain and S&OP meetings, understand changes and impact to product delivery; communicate the…