Customer Account Representative

Regular Order Mgmt RW and S Sturtevant, Sturtevant, WI, US

3 days ago Requisition

Job Title:Customer Account Representative

Department:Customer Solutions

Reports to:Customer Service Supervisor

Location:Sturtevant, WI

The Customer Account Representative will serve as the primary, day-to-day contact for a specific, key customer base. He/she must cultivate a strong relationship with their customers to drive sales, customer confidence, and manage the entire order-to-cash process for their accounts. This also role works closely with the order management and logistics teams to identify and implement supply chain solutions.

The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, geographical location, and internal equity. At ND Paper, it is not typical for an individual to be hired at the high end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.

ND Paper is a leading manufacturer of high-quality pulp, paper, and packaging products in the United States, generating over half a billion dollars in annual sales. As a wholly owned subsidiary of Nine Dragons Paper (Holdings) Limited – the largest container board producer in the world – ND Paper is part of a global network committed to excellence and innovation. With two integrated pulp and paper mills in Rumford, Maine and Biron, Wisconsin, a packaging plant in Sturtevant, Wisconsin, and two sheeting facilities in Langhorne, Pennsylvania and Fairmont, West Virginia, the ND Paper family produces nearly one million tons of products annually.

Our 1,100 dedicated employees are the heart of our operations, and we are committed to fostering positive work environments where individuals can advance and thrive. At ND Paper, we are investing in our future, and that starts with our staff.

• Develop and maintain effective relationships with our customers; be the primary customer contact point for all needs and questions regarding ND orders
• Partner with planning and scheduling, logistics, sales and marketing, and finance departments to manage all day-to-day customer-facing activities and issue resolution, including: quoting manufacturing dates, verifying inventory availability, processing orders, tracking and expediting orders for delivery, ordering product samples, setting up new customer accounts and new product SKU’s, resending order documents, etc.
• Utilize multiple systems and tools to consolidate information and provide regular, proactive, order status updates to customers
• Maintain a positive customer experience by finding customized solutions to meet unique needs throughout the order lifecycle.
• Develop and maintain strong relationships within the customer service team, check teammates orders for accuracy, back-up teammates when needed
• Research customer complaints, settle customer disputes and process corrective actions, including returns for customers, mill errors, and warehouse issues. Process debit and credit requests.
• Collaborate with sales partners on strategies to attain sales goals, respond to sales inquiries
• Create and maintain customer-specific reports as required for key accounts
• Partner with Sales, OM and Operations teams to meet company goals and objectives.

• Customer satisfaction and retention
• Order entry and processing accuracy
• Timely response to customer inquiries and requests
• On-time resolution of customer issues and complaints
• Quote and order turnaround time
• Accuracy and completeness of customer account information
• Effective communication and follow-up with customers and internal departments
• Timely communication of order status, changes, delays, and other customer-impacting information
• Accuracy of pricing, specifications, and order documentation
• Support of sales and account management objectives
• Maintenance of strong customer relationships

• Business or related degree from an accredited post-secondary school or sufficient, relevant work experience.
• Strong customer service skills and the ability to build rapport with customers, sales representatives and teammates.
• Effective handling of large volumes of data and the capacity to multitask and manage time constraints.
• An ability to work independently and resolve issues with minimal guidance or supervision.
• Proven ability to work in a…