Customer Account Representativeis responsible for quality
Sales Order Management process, customer satisfaction and support
and account reconciliation. This positions works on a
customer service team, interfacing with plants/shipping locations,
Logistics, Credit, Accounts Receivable, Regulatory, and other
departments. This position reports to the Customer Service Team
ACTIVITIES AND RESPONSIBILITIES
Order management includes key
customers, with one or more supply chain models or more complex
order processes, such as vendor managed inventory, consignment,
Knowledgeable in and easily
executes SAP customer master and output settings to provide
consistent information to customers, such as Order Acknowledgement,
ASN, COA, Invoice.
Provide information on pricing,
availability, and schedule information with a full understanding of
product and packaging options. Quote, list pricing/special
arrangements/discounts as agreed to by sales.
Proactively monitors orders, using
SAP tools and custom reports, for on-time shipping, delivery, order
process status and identifies areas of concern in the quote to cash
Alerts customers of issues and
recommends proper solutions throughout the quote to cash
Record complaints and correctly
assign to investigating party, understanding implications of issues
and effectively managing the complaint process.
Constant follow-up and review
until issues are satisfactorily closed.
Understanding of customer
financials (residuals, credits/debits, and overdue invoices);
investigate and resolve residuals on a timely basis, weekly, create
credit and adjustments within authorized limits, or requests
approval when appropriate
Attend supply chain and S&OP
meetings, understand changes and impact to product delivery;
communicate the information and impact to the team.
Customer Service Organization is centralized in structure but
de-centralized in execution as the incumbent will support a
particular Business Unit (s).
Daily functions are conducted in
accordance with Customer Service ISO 9000 Quality & Procedures
Manual, Business Unit Work Instructions and associated documents,
Business Unit Rules or Guidelines, Company Policies and Procedures,
Federal, State and Local Legal, Tax, Health, Safety and
Environmental Guidelines/Regulations (Includes Robinson Pactman
Act, Hazmat, TOSCA, NAFTA, Product Stewardship, DOT, IMCO, among
Supports the site HES policy and
complies with all regulatory and internal requirements
Participates in HES activities
provided by site management and Inc. (e.g., Behavioral Base Safety,
Supports and promotes the
reporting of all health, safety, environmental, near-miss, accident
or injury incidents
Trusted to operate within any
general customer service compliance guidelines and within the
guidelines of the Code of Ethics/Conduct.
Bachelors Degree with Emphasis in
Business, Engineering or Supply Chain or equivalent relevant
customer service experience.
A minimum of 2 years of experience
with Bachelor's degree or 6+ years of relevant customer service
experience without Bachelor's degree.
Intermediate skills in Microsoft
applications: Word, Excel and Power Point.
Strong communication skills
(written and verbal), problem solving & decision making skills;
Customer Order processing in an
enterprise system, SAP is strongly preferred