Customer Account Representative

ND Paper • Sturtevant, WI

3d • Onsite

About The Position

The Customer Account Representative will serve as the primary, day-to-day contact for a specific, key customer base. He/she must cultivate a strong relationship with their customers to drive sales, customer confidence, and manage the entire order-to-cash process for their accounts. This also role works closely with the order management and logistics teams to identify and implement supply chain solutions.

Requirements

• Business or related degree from an accredited post-secondary school or sufficient, relevant work experience.
• Strong customer service skills and the ability to build rapport with customers, sales representatives and teammates.
• Effective handling of large volumes of data and the capacity to multitask and manage time constraints.
• An ability to work independently and resolve issues with minimal guidance or supervision.
• Proven ability to work in a fast-paced team environment with changing business needs.
• Proficiency in Microsoft Office Suite, particularly Excel, Word, and Outlook
• Experience using SAP for order management.
• Ability to accurately enter and maintain customer and order information in company systems
• Knowledge of order processing, quoting, pricing, invoicing, and account management processes
• Ability to interpret customer specifications, purchase orders, and order requirements
• Strong data entry skills with a high level of accuracy and attention to detail
• Ability to track orders, identify discrepancies, and research order-related issues
• Ability to generate and maintain reports, spreadsheets, and account documentation

Nice To Haves

• Experience in SAP is a plus.
• Working knowledge of Microsoft Excel preferred.

Responsibilities

• Develop and maintain effective relationships with our customers; be the primary customer contact point for all needs and questions regarding ND orders
• Partner with planning and scheduling, logistics, sales and marketing, and finance departments to manage all day-to-day customer-facing activities and issue resolution, including: quoting manufacturing dates, verifying inventory availability, processing orders, tracking and expediting orders for delivery, ordering product samples, setting up new customer accounts and new product SKU’s, resending order documents, etc.
• Utilize multiple systems and tools to consolidate information and provide regular, proactive, order status updates to customers
• Maintain a positive customer experience by finding customized solutions to meet unique needs throughout the order lifecycle.
• Develop and maintain strong relationships within the customer service team, check teammates orders for accuracy, back-up teammates when needed
• Research customer complaints, settle customer disputes and process corrective actions, including returns for customers, mill errors, and warehouse issues. Process debit and credit requests.
• Collaborate with sales partners on strategies to attain sales goals, respond to sales inquiries
• Create and maintain customer-specific reports as required for key accounts
• Partner with Sales, OM and Operations teams to meet company goals and objectives.

Benefits

• Medical, dental, and vision insurance as well as voluntary benefits such as accident insurance, hospital indemnity, and critical illness for you and your family.
• Financial protection benefits, including life insurance, disability insurance, and business travel accident insurance.
• Tax advantaged accounts such as Healthcare and Dependent Care Flexible Spending Account (FSA).
• Paid holidays, personal days, and vacation days to support work-life balance.
• A 401K retirement plan with a company match and annual fixed contribution
• Wellness programs with incentives and an on-site clinic available at our Rumford and Biron location.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree