Position: Customer Service Account Manager

Reports to: Director of Customer Service, Nielsen-Massey Vanillas

Location: Remote Capable/Waukegan, Illinois, about 40 miles north of Chicago’s Loop

Position Summary:

This position is primarily responsible for partnering with and ensuring the long-term success of our customers by performing the following duties.

Key Responsibilities:

• Develops long-term relationships with your portfolio of assigned customers.
• Serves as liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to customer needs.
• Operates as the lead point of contact for any and all matters specific to assigned customers.
• Builds and maintains strong, consumer relationships.
• Ensures the timely and successful delivery of our products according to customer needs and objectives.
• Processes all orders received by the customer. Checks for stock availability. Prints and enters all Orders into Macola via the Order Entry Screens. Checks all orders for accuracy before they are sent to the production floor.
• Ensures all order details are linked to the corresponding account and contact record. Uploads customer emails and request in Synergy.
• Provides order status (checked, shipped, back order, etc.), PO clarification/follow up, and order revisions.
• Forecasts and tracks key account metrics.
• EDI order monitoring and processing
• Assists with high severity requests or issue escalations as needed.
• Attends weekly/monthly meetings.
• Assists and manages key projects.

Attendance:

Must be punctual and timely in meeting all requirements of performance, including, but not limited to, attendance standards and work deadlines; beginning and ending assignments on time; and scheduled work breaks; where applicable.

Personal Characteristics:

• Organization
  • Business Necessity – The needs of the employer may be dependent on responding to and anticipating rapidly changing external and internal demands in all aspects of how business is conducted. This may include, but is not limited to, organization structure, finances goals, personnel, work processes, technology, and customer demands. Therefore, it may become necessary to no advance notice to employees. Accordingly, the employees must be capable of adapting, with minimal or no advantage notice, to changes in how business is conducted, and work is accomplished, with no diminishment in work performance.
  • Safety and Security –All employees are responsible for observing safety and security procedures as applicable and reporting potentially unsafe conditions to management.
• Intellectual
  • Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
  • Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations.
  • Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Interpersonal
  • Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
  • External Working Relationships – Develops and maintains courteous and effective working relationships with clients, vendors and/or any other representatives of external organizations.

Knowledge and Characteristics:

MUSTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Associate's degree (A.A.) or equivalent from two-year college or technical school; or one to two years related experience and/or training; or equivalent combination of education and experience. Knowledgeable with digital marketing, content marketing and social media marketing
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• To perform this job successfully, an individual should have knowledge of: Inventory Software; Order Processing Systems; Word Processing Software (Word); Electronic Mail Software (Outlook); and Presentation Software (PowerPoint).
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk.
• The employee must occasionally lift and/or move up to 10 pounds.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The noise level in the work environment is usually moderate.

WANTS:

• Experience in high order volume environments
• Experience with managing both B2B and B2C relationships
• Experience with managing EDI PO logs