Customer Account Specialist

American Packaging Corporation•Cedar City, UT

About The Position

At American Packaging Corporation (APC), you’ll find the packaging career you’ve been looking for. With competitive salaries, excellent benefits, 401(k) plans and tuition reimbursement programs, we nurture our employees while advancing and promoting diversity and inclusion. As the leading flexible packaging converter in North America for over a century, APC’s longstanding success is fueled from the inside out. We’re constantly seeking to improve our internal operations and were named a “Best of the Best” in the Best workplaces in the America’s awards for 12 years in a row. It’s how and why we engage the best and brightest talent to continue propelling our shared success into the future. Customer Account Specialist LOCATION: Cedar City, UT SUMMARY: To professionally and effectively communicate with customers and respond to customer requests for order placement, delivery of finished goods, quotations and all other inquires or requested information. To service both the external and internal customer by accurately and efficiently processing information by means of systems and procedures. REPORTS TO: Customer Service Manager

Requirements

Advance degree from accredited college or university, three years related experience and/or training. Will consider an equivalent combination of education and experience.
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.
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. Ability to calculate figures and amounts such as discounts, interest, proportions, and percentages.
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.

Responsibilities

Participate in training, embrace concepts of and actively practice the SPOT Safety Program fundamentals to aid American Packaging Corporation’s efforts to achieve a zero-accident rate.
Verify purchase order information with customers.
Request customer numbers and specification sheets from the appropriate departments as needed.
Data entry of information into the AS400/Radius order entry programs (create item numbers, etc.)
Identify and collect all information required for creating orders.
Authorize and provide information for invoicing all graphics related preparation, plate, and cylinder costs.
Follow Up with scheduling until acknowledged have ready date is acquired.
Distribute order to appropriate departments and send out order acknowledgment to customer.
Processing all changes to orders when required.
Create shipping releases in AS400/Radius program, make any needed changes, and track open shipments.
Track open releases, verify finished goods availability, and notify customer of any quantity deviation.
Generate account specific reports including but not limited to inventory of finished goods, raw materials, order status as needed.
If applicable, maintain Vendor Managed Inventory programs through weekly reporting to customer. Some programs also require that the customer account specialist place the orders for the customers under specific guidelines set by them.
Investigate all customer related inquires. Expedite information to customer, sales representative, and/or manufacturing including, but not limited to the processing of price quotations, samples, brochures, or any other pertinent information necessary in obtaining or maintaining new business.
Monitor aged inventory and communicate procedures to customers, and APC Sales team to ensure timely pre-billing and/or shipping of aged inventory.
Professionally and effectively respond to any and all customer complaints through following procedures:
I. Retrieve required and appropriate information from customer or sales.
II. Complete and distribute complaint form to appropriate departments, provide photos to APC’s Quality department, and request samples from the customer.
III. Follow up until appropriate disposition of complaint is provided.
IV. Provide corrective action to customer, ensuring satisfactory resolution.
Investigate and provide the necessary information to both external and internal customers as may be requested or deemed necessary, which may not be specifically outlined above.
Attend and participate in all scheduled meetings (Continuous Quality Improvement, safety, special projects, departmental, etc.).
Comply with all company policies and procedures.
Business travel (infrequent) may be required.
Other duties as assigned.
Provide graphics department with order information for artwork processing – entering design validation requirements – some customers may have more complexity/requirements due to how frequently they change and the volume
Generate final order from AS400/Radius with all required information for sign off by appropriate departments.
Complete and supply all necessary components included in Final Order Job Jacket(s).