Customer Account Representative III

Libbey•Toledo, OH

About The Position

At Libbey, we are MAKERS. No matter what you do at Libbey, you contribute to the making of the finest glass and tabletop products in the world. At Libbey, your valuable impact makes a difference and together we live our legacy while shaping our future to win as one! LIBBEY: For Makers, By Makers. Since 1818! Libbey is hiring a Customer Account Representative III to provide superior customer service and order management service to our priority customers within different trade areas on a high-profile level 3 desk. The Customer Account Representative III will be expected to proactively provide customers with all pertinent information related to their order status, including shipping, inventory, credit, and pricing.

Requirements

High School Diploma or GED required
4-6 years of relevant experience
Superior telephone communication and computer skills
Ability to work an off-shift as required, to provide national time zone coverage

Nice To Haves

Associate or Bachelor’s Degree preferred
Previous sales and customer experience desired

Responsibilities

Perform all order management activities, including entry, editing, expediting orders, and resolving pricing discrepancies
Perform high-level service tracking, reporting, and investigating, including taking ownership on cross-departmental projects related to accounts
Generate and utilize reporting in Excel, PowerBI, and customer specific portals as needed or requested by customers
Service higher-level needs of assigned priority or complex accounts, including additional reporting, forecast support, scorecard reporting and monitoring, PDB reporting, and others as requested by Sales or the customer.
Lead customer-facing meetings as required to provide support and information regarding Case Fill, OTIF, and other service and backorder updates
Manage open backorders through daily review and coordinate shipping as ware becomes available
Facilitate communication regarding shipments, prepare orders for shipping, build truck loads, assigning carriers and communicate with the Distribution Centers to ensure timely shipments
Manage the made-to-order item orders, direct shipments, and cash in advance orders per SOPs
Perform shipping, inventory, and manufacturing verifications on request
Maintain ongoing interface with Deduction Management, Credit, Pricing, New Product Development, Knowledge Management, National Fulfillment Center (NFC), Logistics and Sales Departments
Provide research or supporting documentation as requested for Deductions/Chargebacks research
Maintain best practice processes that support OTIF and Case Fill service level targets
Provide prompt telephone and email response to all incoming customer requests
Manage customer price inquiries, including entering price requests into the CPQ/NPD system (or other appropriate means approved by the Pricing Department)
Proactively provide customers with all necessary status reports including, order confirmations, backorder, and inventory reports
Handle customer complaints effectively, courteously, and expeditiously
Identify quick response needs, and exercise good judgment in ensuring customer needs are met – this will involve knowledge of Libbey’s customer base and internal organization structures
Ability to navigate the JDE order management system, and to learn new program applications as required with training
Lead, influence and empower the organization to fulfill our purpose (living our legacy, shaping our future and winning as one)
Cultivate a diverse and inclusive culture where associates can thrive, make us better and fuel ideas/innovations to ensure our long-term success