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Account Manager/Customer Service

Company: Express Employment Professionals Shawnee
Location: De Soto
Posted on: November 16, 2021

Job Description:

This position is a high paced job that has authority to negotiate service level agreements regarding, date changes, product changes and freight costs as well as aged inventory and inventory moves between distribution centers to meet customer demand. This position has the authority to override certain rules if an immediate decision is required such as: Less than lead time, less than minimum order quantities, Expedite Freight, negotiating with customers to change their production schedules to product on hand when product ordered is unavailable. Recommendations to customers for orders when their inventory falls short which includes a report that inputs their production schedule or forecast needs to comparing orders in house.Manage customer account in the following areas: order processing, production planning, traffic and shipping, graphics and accounting; act as liaison between Huhtamaki and customer regarding complaints, control of inventory levels and other business needs. This position has the authority to interpret and implement our Business Rules and Guidelines and comply with our Standard Operating Procedures.ESSENTIAL FUNCTIONS* Manage Service Level AgreementsDevelop service level agreements and inventory consistent with needs of both customer and Huhtamaki; recommend revisions to schedule as needed.Track disposition of old inventory and make decision on quantity of new designs put through production.Investigate and analyze aged inventory to determine ownership of the product (i.e. was it a company error, or customer error). Communicate inventory on hand to the customer monthly with explanation for responsibilityNegotiate with the customer to encourage the customer to take if it is still an active item.*Manage Customer Account - Process orders in the ERP system for assigned accounts.Coordinate introduction of customer changes in the Inventory Management System (WebApps); purge obsolete data. Insure graphics set up and item set up in the ERP System.Advise production planning of product needs to ensure on-time and complete shipments.Insure sufficient inventory is in place to cover order or a print order is in place as needed.Provide customer with order acknowledgementTrace shipments with the 3PL companies and advise order changes to the 3PL and warehouses.Maintain customer profiles and have the ability to back up other CSAM---s as needed.*Manage Customer ComplaintsFacilitate resolution of customer complaints.Prepare RMA---s for returned products and issue credits as necessary. Forward formal complaint documents for QC and call customer if more information is needed.Secure samples of defective products.MINIMUM REQUIREMENTSThe following are required to enable job holders to perform the essential functions of the job.Skills/knowledgeFluid communication skills, both verbal and written, having the ability to multi-task,Manage tasks in a high stress environment, analytical skills, andModerate computer skills both AS 400 & data collection. Moderate math skillsExperience/educationBA in a Supply Chain field or Manufacturing Field or 10 years equivalent experience.2-5 years experience in dealing with customers*Environment and schedulingOffice environment working M-F, 8 hours per day.EEO/AA Employer/Veterans/Disabled

Keywords: Express Employment Professionals Shawnee, Olathe , Account Manager/Customer Service, Hospitality & Tourism , De Soto, Kansas

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