Position Overview:
The Customer Service Representative/Account Manager is responsible for communication with customers, entering orders and performing a variety of additional activities to facilitate an excellent customer experience while supporting Sales, Production and Shipping operations in order to maintain and grow sales within their assigned accounts.
Organizational Alignment:
•Reports to the Customer Service Manager
•Participates as a member of the Account Management Business Area Team (BAT)
•Fosters close, cooperative relationships with all team members and internal customers
Our Culture:
At StandFast we expect all employees to instill our vision and core values into their everyday tasks. As we have grown as a company, we pride ourselves on our long-standing family dynamic that has helped us build a best place work environment. With you as part of our team, we can continue to grow as a company by living out our vision and core values.
Position Responsibilities:
•Assist Sales team by maintaining accounts and developing strong customer relationships to support and promote current and future business opportunities
•Develop strong, internal working relationships to support and promote efficient, timely, and accurate response to customer's expectations while following company processes and
procedures
•Works with Sale and Finance Teams to set up new accounts and update existing accounts
•Communicate with customers regarding order status, estimates and quotations, order changes and confirmations, as well as any complaints or questions
•Assists in resolving product/service problems by clarifying the customer's complaint; explaining the best solution to solve the problem, expediting correction/adjustment and following up to ensure resolution
•Data entry on workflow requests for quoting and samples when necessary
•Ensure accurate pricing for invoicing on all order processing and miscellaneous charges
•Pricing authority on reorders within guidelines of initial pricing
•Maintain accurate specs, pricing and customer files throughout company software (Amtech, IQ, Workflow, SharePoint, etc.)
•Project manager on all new items by facilitating new item meetings, assist in gathering approvals, final CADs, spec accuracy, purchasing of materials and order processing
•Purchase necessary materials or supplies from vendors on a timely basis to be used in production with accurate files and product information
•Process orders on a timely basis while performing necessary quality checks for accuracy on both new and repeat items
•Works with production staff while utilizing Amtech and CTI to achieve on time customer deliveries
•Analyze customer warehouse programs and usage to ensure availability and min/max levels
•Communication and information liaison between Sales and Production with support of all other internal departments
Knowledge, Skills and Attributes:
•Understands and can communicate the package design, production and shipping process.
•A problem solver
•Ability to perform math functions including working with fractions and decimals
•Proven ability to assimilate new information quickly
•Capable of and enjoys project management in a fast pace environment
•Advanced listening and questioning skills
•Advanced oral and written communication skills
•Strong organization and time planning skills, including follow-up
•Extremely detail-oriented
•A team player who is comfortable in a collaborative work environment
•Patient and versatile in being able to adapt to many situations while maintaining composure even in difficult situations
•People oriented with the ability to build relationships quickly founded on integrity and trust
•Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint)
Education/Experience:
•High School diploma or equivalent is required; college and/or Sales or Customer Service coursework preferred
•Minimum of 2+ years of customer service / customer relations experience
•Superb customer service, computer and administrative skills as well as excellent verbal and written communication skills
•Knowledge of the manufacturing process is highly preferred; corrugated manufacturing is a plus
•Amtech knowledge is greatly preferred
The proposed salary range for this position is $60,000-$75,000