Job Title:  Customer Account Services Representative

The Customer Account Services Representative role serves as the primary contact for the assigned set of customers. The role is responsible for building and maintaining strong business relationships with the key accounts. Interfaces with other departments to meet and exceed overall service goals for each customer and the company. Provides facilitation within their customer focus team and drives day to day activities within the teams. Responsible for providing a full range of account services to customers including order fulfillment, inventory management, supply chain consolidation, and logistics services. They will directly contribute to the full customer experience. 

Duties and Responsibilites

•  Expedites customer orders through purchasing and scheduling, escalating delivery issues as necessary.
•  Schedules customer products according to the customer agreements.
•  Proactive and timely review of customer contracts, which includes forecasting and safety stock management.
•  Plans and executes effective corrective and preventative actions, identifying root cause of actual/potential nonconformities through the Non-Conformance Report (NCR) process to promote continuous improvement.
• Provides Commercial teams with estimates of future orders.
• Acts as a liaison between Commercial Sales team and the production facilities.
• Publishes agenda and meeting minutes for customer calls.
• Coordinates and host onsite customer meetings and visits with manufacturing location.
• Proactively communicate updates, issues, changes, etc. with customers, preferably with a dashboard.
• Reports on customer satisfaction weekly to Management.
• Proactive review and support of customer delivery and quality metrics and results.
• Manage month and quarter end customer orders and shipments to meet sales forecasts, including identifying pull-in orders
• Identify, report, and manage customer complaint process.
• Uses flexibility and creativity to address customer’s needs and concerns.
• Works closely with other functional team members on a focus team to support our customers
• Supports and drives customer satisfaction for focus team and company.
• Responsible for proactive and effective customer managed inventory systems.
• Proactively manages customer score card process to achieve highest possible customer satisfaction indices, including proactive engagement of internal functional teams to address customer issues.
• In working with customer, inquires about new business opportunities.

Requirements

• +2 years of experience in a similar position.
• Bilingual (Spanish – English). Solid command of the English language, written and spoken (required).
• Ability to multi-task, organize, and prioritize while maintaining flexibility.
• Ability to demonstrate the sense of urgency in a professional and encouraging manner.
• Analyze data to make business decisions about costs and planning and scheduling per customer supply agreements.
• Experience in vendor managed inventory systems.
• Experience in transacting customer account services activities globally, and across multi-national working groups is a plus.