Customer Account Manager

SCN BestCo

About The Position

We believe being healthy should not require tradeoffs. SCN BestCo is a leading innovator, developer and manufacturer of Vitamin, Mineral & Supplement (VMS), Over-the-Counter (OTC) and prebiotics/probiotics in enjoyable forms such as gummies, lozenges and chews. With over 50 years of excellence, our team leads the way in changing how consumers make healthier choices. With unique food science expertise and proprietary processes, we’ve pioneered many firsts. The fire in our belly to create new to the world products has guided and continues to be core to our mission of making health and wellness more enjoyable. Come join us and become a part of our winning formula! The Customer Account Manager (CAM) works with internal and external cross functional teams and customers to manage orders from receipt through release and shipment. The CAM receives orders and communicates with responsiveness and accuracy via written and verbal means to ensure orders are shipped on time and meet customer expectations. The CAM also provides information and general assistance with regards to customer inquiries. This role represents the organization in all customer interactions with responsibilities including the handling of sample requests, customer inquiries, concerns and maintenance of reports and files.

Requirements

High school diploma or equivalent.
4 years’ experience in business to business (B2B) customer account management.
Advanced customer service skills including the ability to identify, resolve, and follow up on customer concerns.
Strong organization, attention to detail, analytical, and communication skills.
Advanced skill in Microsoft Office and Order Management Systems.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Must have the ability to communicate effectively, both verbally and in writing, with internal staff and management. 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.
Must be able to demonstrate practical problem solving and trouble shooting skills. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Nice To Haves

Associate degree in business or related field.
Prior experience in manufacturing and/or consumer packaged goods.

Responsibilities

Manage purchase orders (POs) for multiple customer accounts from PO receipt to finished goods shipment/delivery.
Communicate Open Order Reports timely and with accuracy on a regular basis.
Build and maintain customer relationships through responsive and effective written and verbal communication.
Collaborate and follow up with internal departments to ensure products are produced and released with proper paperwork in full to meet customer required delivery dates.
Process daily orders including verification of products, pricing and shipping/delivery information.
Work with internal and external customers to overcome service issues to satisfy customer needs.
Support investigations related to unmet requirements, follow up on findings and ensure a professional customer response.
Collaborate with Product Managers to ensure proper set up of customers, items, and pricing.
Conduct customer-specific research and analysis and advise the business based on findings.
Collaborate with Customers and internal demand planning team to receive and process product forecasts.
Provide product information and expected delivery/ready to ship dates of delivery to customer.
Ensure timely and effective communication with internal and external customers.
Provide consistent, top tier customer service by resolving issues and ensuring highly satisfied customer experiences.
Contribute improvements and enhancements to relevant processes, procedures and workflows.
Create and maintain order guides, call sheets, and customer profiles.
Travel to the site on an as-needed basis to meet customer requirements.