Customer Relationship Management
- Serve as the primary contact for assigned customer accounts.
- Develop and maintain strong, professional customer relationships.
- Understand customer ordering practices, product requirements, inventory needs, and delivery expectations.
- Respond promptly to customer inquiries, requests, and concerns while ensuring timely resolution.
Order Entry & Fulfillment Coordination
- Process and manage customer orders, changes, cancellations, sample requests, expedited orders, diversions, and special requests.
- Review orders for inventory availability, pricing, production schedules, credit status, transportation requirements, and quality considerations.
- Coordinate with internal departments to ensure timely and accurate order fulfillment.
Internal & External Coordination
- Collaborate with Sales, Product Management, Credit, Logistics, Shipping, Quality, Manufacturing, Planning, and other departments.
- Ensure customer requirements and business commitments are communicated accurately and promptly.
- Facilitate effective cross-functional communication to support customer success.
Proactive Customer Communication
- Keep customers informed of any issues that may impact shipments, inventory, costs, or service commitments.
- Communicate delays, shortages, manufacturing impacts, pricing changes, and supply chain disruptions.
- Provide updates on revised shipment schedules, potential solutions, and resolution plans.
- Maintain communication through final issue resolution.
Problem Solving & Continuous Improvement
- Investigate and resolve customer service, inventory, order, production, and transportation issues.
- Analyze information to identify root causes and recommend corrective actions.
- Escalate issues when additional resources or approvals are needed.
- Identify and support process improvement opportunities that enhance customer experience and operational efficiency.
Inventory & Supply Management
- Monitor customer-owned, consignment, VMI, and terminal inventory levels as applicable.
- Coordinate replenishment activities and inventory transfers.
- Work closely with Planning to maintain appropriate inventory levels and reduce supply risk.
- Review aged inventory and take action consistent with company policies and customer agreements.
End-to-End Customer Ownership
- Take ownership of customer issues from identification through final resolution.
- Ensure consistent follow-up with customers and internal stakeholders.
- Exercise sound judgment while balancing customer needs with operational requirements.
- Maintain a strong focus on customer satisfaction, accountability, and service excellence.
Qualifications
Education & Experience
- Associate's degree or Bachelor's degree preferred.
- 4-6+ years of customer service, order management, manufacturing, supply chain, or related experience preferred.
- Experience supporting customers in a manufacturing environment is a plus.
Technical Skills
- Proficiency with:
- Microsoft Excel, Microsoft Word, Microsoft Outlook, Microsoft Teams, Microsoft Power BI
- Ability to learn and effectively utilize ERP, CRM, inventory management, and order management systems. (Conexiom a plus)
Required Competencies
- Strong organizational and multitasking skills.
- Excellent attention to detail and accuracy.
- Strong analytical, problem-solving, and decision-making abilities.
- Outstanding written and verbal communication skills.
- Ability to work effectively in a fast-paced, cross-functional environment.
- Customer-focused mindset with a strong sense of urgency and accountability.
- Proven ability to manage multiple priorities while meeting deadlines.
Additional Requirements
- Occasional travel may be required for customer visits, training, meetings, and business support activities.
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