Role Description & Requirements
Job Title: Customer Account Specialist Department: Customer Service

Reports to: Manager, Customer Service F.L.S.A. Status:

Position Summary: The Customer Account Specialist is responsible for providing Customer Service for our Pewaukee production facility. They will deliver exceptional customer service both over the phone and in writing (email). They will create/manage sales orders in the ERP system, create/manage requests to produce goods for sales orders and keep customers informed of lead times and status of their orders. They will work closely with internal teams to align customer expectations and needs with production and production scheduling. Partner with Sales team to provide ongoing management of customer relationships.

Essential Accountabilities:

• Accurately enter Sales Orders based on customer PO’s as well as create and manage production jobs, and shipping requests in the ERP system (EFI Radius)
• Communicate expected delivery dates and order status to customers
• Participate in daily meetings with production scheduling, manufacturing/operations, supply chain, and shipping teams to ensure on-time delivery of customer orders
• Closely review daily production reports and shipping results and escalate issues which could effect on-time delivery
• Adhere to established performance goals and provides regular feedback to Customer Service manager regarding ways to improve efficiency or streamline processes.
• Coordinates with the sales team to establish mutual understanding of customer needs to exceed customer expectations
• Maintain a safe and clean work environment

KEY CHARACTERISTICS & ABILITIES:

• Exceptional interpersonal and communication skills
• Passionate about exceeding customer expectations
• Desire to continually learn and improve skill set
• Skilled in deescalating situations both over the phone and in writing (email)
• Ability to maintain professional and helpful attitude in high-tension or stressful situations
• Assertiveness in pursuing resolution to issues
• Ability to build trust by providing information to in a way that is candid, informed, encompassing, and not manipulative: receive information from others in a way that demonstrates openness and thoughtful consideration of their ideas
• Must have high attention to detail and accurate data entry
• Ability to manage multiple simultaneous tasks and work under pressure
• Must have strong problem solving and organization skills
• Strong verbal, written, telephone and public relations skills
• Shares learning with peers
• Must be able to manage multiple work items at one time with a high sense of urgency

Incumbent may be required to perform related duties not specifically listed above.

Minimum Qualifications:

3+ years of experience as a Customer Service Representative at a manufacturing organization. Associates Degree or Bachelor’s degree preferred.

Required Skills:

• Demonstrated success working for a manufacturer of finished goods; proven knowledge of product manufacturing and shipping procedures is a plus.
• Proven ability to think strategically and to translate strategies into actionable plans.

Desired Skills:

Background flexible packaging manufacturing is a plus. Experience using EFI Radius would also be considered a plus.

Job Type: Full-time

Pay: $45,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Pewaukee, WI 53072: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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