Customer Account Specialist

American Packaging Corporation•Columbus, WI

7d•Onsite

About The Position

The Customer Account Specialist professionally and effectively communicates with customers and responds to requests involving order placement, delivery of finished goods, quotations, and other inquiries. The role serves external and internal customers by accurately and efficiently processing information through company systems and procedures. It reports to the Customer Service Manager and may require infrequent business travel. The position handles customer orders from purchase-order verification and information gathering through data entry, order distribution, acknowledgment, change processing, scheduling follow-up, shipping-release creation, shipment tracking, and invoicing support for graphics-related preparation, plates, and cylinders. It also prepares account-specific reports and may maintain Vendor Managed Inventory programs, including placing customer orders under specified guidelines. The specialist investigates customer inquiries and complaints, coordinates information and samples with relevant departments, follows issues through disposition, and communicates corrective action and resolution. Additional duties include monitoring aged inventory, attending scheduled meetings, following company policies and procedures, and supporting assigned projects. For Roto/FPL accounts, the role provides order information and design-validation requirements to the graphics department, generates final orders for departmental sign-off, and prepares the components of Final Order Job Jackets.

Requirements

Advanced degree from an accredited college or university, plus three years of related experience and/or training; an equivalent combination of education and experience will be considered.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and governmental regulations.
Ability to write reports, business correspondence, and procedure manuals, and to present information and respond to questions from managers, clients, customers, and the general public.
Ability to perform arithmetic with whole numbers, common fractions, and decimals; compute rates, ratios, and percentages; interpret bar graphs; and calculate discounts, interest, proportions, and percentages.
Ability to solve practical problems involving concrete variables and limited standardization, and interpret instructions in written, oral, diagram, or schedule form.
Ability to perform the essential functions of the role, with reasonable accommodations where applicable.

Responsibilities

Participate in training and practice SPOT Safety Program fundamentals to support the company’s zero-accident efforts.
Verify purchase-order information with customers.
Request customer numbers and specification sheets from appropriate departments as needed.
Enter information into AS400/Radius order-entry programs, including creating item numbers.
Identify and collect information required to create orders.
Authorize and provide information for invoicing graphics-related preparation, plate, and cylinder costs.
Follow up with scheduling until a ready date is acknowledged and obtained.
Distribute orders to appropriate departments and send order acknowledgments to customers.
Process order changes as required.
Create and update shipping releases in AS400/Radius and track open shipments.
Track open releases, verify finished-goods availability, and notify customers of quantity deviations.
Generate account-specific reports, including finished-goods inventory, raw materials, and order status, as needed.
Maintain Vendor Managed Inventory programs through weekly customer reporting when applicable; place customer orders under customer-defined guidelines when required.
Investigate customer inquiries and expedite relevant information to customers, sales representatives, and manufacturing, including quotations, samples, brochures, and other information needed to obtain or maintain business.
Monitor aged inventory and communicate procedures to customers and the APC Sales team to support timely pre-billing and/or shipping.
Respond to customer complaints by gathering information, completing and distributing complaint forms, providing photos to Quality, requesting customer samples, following up through disposition, and providing corrective action to achieve satisfactory resolution.
Investigate and provide information requested or deemed necessary by internal and external customers.
Attend and participate in scheduled meetings, including continuous quality improvement, safety, special-project, and departmental meetings.
Comply with company policies and procedures.
Provide graphics with order information and design-validation requirements for Roto/FPL artwork processing.
Generate final Roto/FPL orders in AS400/Radius with required information for departmental sign-off.
Complete and supply components required for Final Order Job Jacket(s).
Perform other duties as assigned; infrequent business travel may be required.