Job DescriptionKey Responsibilities & Competencies:
- Supports top volume accounts in broad sales territory with major focus on issue resolution, on-boarding, optimization, product support and identifying the right internal resources to engage based on the situation. Also provides assistance on smaller accounts that don’t meet the volume threshold on an ad hoc basis as issues come up.
- Takes ownership of the customer on-boarding process. Gathers information from customer contacts to enter new accounts into the system and request credit lines. Responsible for understanding, documenting and implementing unique customer requirements. Maintains customer address book and master. Adds new bill to or ship locations as necessary. Updates delivery instructions.
- Provides an additional and elevated level of customer service support, interfacing with internal supply chain and plant management, to ensure customer requirements are met. Occasional involvement in order management to include order acknowledgements, expediting, shipping confirmations and tracking. Responds to customer complaints to include RMA entry, management, and follow up.
- Supports trials and new item commercialization by facilitating communication between Sales, PDEs, CDAs and customer contacts. Verifies accuracy and completion of the CRFs. Confirms approvals and enters new items/orders.
- Acts as primary customer contact for accounts receivables, processing/applying credits, ensuring proper payment of invoices, researching and resolving short payments, invoicing errors and unearned discounts, and adherence to payment terms for all assigned customers within the sales team. Enters request for billing and credits and serves as point person to address credit hold orders for assigned accounts.
- Tracks, manages and resolves aged inventory issues. Holds customers accountable to agreed upon inventory terms.
- Handles all internal and external graphics billings for assigned customers.
- Works with Sales and CDAs to support customer planning and forecasting needs.
- Insures that pricing is updated in a timely manner for raw material adjustments.
- Supports Sales Manager in pricing, proposal development, presentations, samples, reports, and information gathering.
- Gives administrative support as necessary for the assigned sales team.
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