Customer Account Specialist

American Packaging Corporation•Columbus, WI

6d•Onsite

About The Position

The Customer Account Specialist professionally communicates with external and internal customers and responds to requests concerning order placement, finished-goods delivery, quotations, and other information. The role accurately and efficiently processes customer information using company systems and procedures. It supports customer accounts from order entry through shipment tracking and invoicing, and helps investigate and resolve customer inquiries and complaints. Infrequent business travel may be required. For Roto/FPL accounts, the specialist supplies order information to the graphics department for artwork processing, enters design-validation requirements, generates final orders in AS400/Radius for departmental sign-off, and completes the components required for final-order job jackets.

Requirements

Advanced degree from an accredited college or university, three years of related experience and/or training, or an equivalent combination of education and experience.
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 effectively and respond to questions from groups, 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 written, oral, diagrammatic, or schedule-form instructions.
Ability to perform the essential duties satisfactorily, with reasonable accommodations where applicable.

Responsibilities

Participate in training and actively practice the SPOT Safety Program fundamentals.
Verify purchase-order information with customers and request customer numbers and specification sheets from appropriate departments as needed.
Enter information into AS400/Radius order-entry programs, including creating item numbers, and collect all information needed 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; distribute orders to appropriate departments and send order acknowledgments to customers.
Process changes to orders when required.
Create and update shipping releases in AS400/Radius, track open shipments and 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 orders for customers when required under program guidelines.
Investigate customer inquiries and expedite relevant information to customers, sales representatives, and manufacturing, including price quotations, samples, and brochures.
Monitor aged inventory and communicate procedures to customers and the APC Sales team to support timely pre-billing and/or shipment.
Handle customer complaints by gathering information, completing and distributing complaint forms, providing photos to the Quality department, requesting customer samples, following up on disposition, and communicating corrective action to the customer.
Investigate and provide information requested or deemed necessary by external and internal customers.
Attend scheduled meetings, including Continuous Quality Improvement, safety, special-project, and departmental meetings; comply with company policies and procedures.
For Roto/FPL accounts, provide order information to Graphics for artwork processing, enter design-validation requirements, generate final orders for departmental sign-off, and complete required final-order job-jacket components.
Perform other duties as assigned.