Customer Account Specialist

National Gypsum Company•Charlotte, NC

12h•$60,180•Hybrid

About The Position

The primary purpose of the Customer Account Specialist is to ensure the B2B customers receive the best service possible through processing of their orders, coordinating any special requests, building strong relationships, and maximizing profits for the company. High volume of inbound calls is received from customers, plant contacts, carriers, and field sales. A high level of commitment to collaboration, teamwork, analytical thinking, and independent judgment are the key responsibilities of this position. A Customer Account Specialist is responsible for making decisions to best utilize the equipment and inventory at the plants to effectively fill the customers’ orders to the most favorable revenue position for National Gypsum. This position is the front line for customer interaction and account management. The Customer Account Specialist is a highly motivated individual, working within a high-performance team. Maintains focus within the team on National Gypsum Company’s primary value – “Customer Excellence as Our Priority”.

Requirements

Associate’s degree or equivalent work experience required.
Three to five years of B2B customer service experience.
Excellent telephone skills required in order to deliver the best experience to the customer. Requires a good attitude, attentiveness, timeliness, and personalization of each customer’s experience.
Outgoing personality with strong organizational and time management skills.
Resilient, persistent and dedicated sales skills conducted predominantly by phone.
Proficient in Windows Operating Systems.
Ability to develop data analysis using Excel.
Requires in-depth knowledge of Supply Chain concepts, management of inventory, utilization of production screens, minimum/maximum inventory levels for specialty products at plants to ensure order fulfillment for customers is met.
Must be detail oriented and have basic math skills.

Nice To Haves

Undergraduate degree preferred.
Bi-lingual skills beneficial, but not required.
A willingness to travel as much as 10% of the time.

Responsibilities

Receive and process orders via inbound telephone calls, email, and EDI from B2B customers. Expedite as required to ensure customer satisfaction. Responsible for confirming order, product availability, delivery status using company guidelines and assigned distribution lanes.
Build effective team unity through collaboration, trust, and accountability as a member of a high-performance work team to deliver profitable results to our customers and National Gypsum Company.
Mastery of the SAP operating system at the highest level to ensure customer service excellence is delivered at all times.
Develop relationships to influence and drive sales of National Gypsum Company products and services.
Collaborate daily with the production and transportation planners at the plants to ensure utilization of all footage and improve customer requested delivery dates as needed.
Determine profitability, in conjunction with the Demand management team and regional network supply planers, for placement of orders to meet customers’ requirements for order fulfillment.
Assure to follow all company policies regarding product information and sales policy portals to ensure all customer transactions are accurate.
Manage and monitor all levels of allocation to customers assigned to assure position of market share and opportunity for growth.
Create action plan with external sales team to meet established goals and objectives for volume and market share.
Update, on a biannual basis, Master Data Governance, and e-Commerce information to ensure accuracy of data.
Track customer facing measures to include missed order and shipment reporting.
Tracking and utilizing P44 for carrier compliance and accuracy.
Research and resolve customer disputed items while working with the customer solution team.
Maximize daily shipments and volume while working with the BMD insides sales team to contribute to company’s market share and achieve sales volume targets.
Gather and disseminate pertinent price and market information received from customers to Area Manager/Regional Marketing Manager group.
Accurately processing competive pricing utilizing the RCP process with the direction and approval from the sales directors, area manager and regional marketing managers.
Research and eliminate pricing, order entry errors by ascertaining root cause.
Entering and processing Customer Quality Reports and complaints working directly with the Quality Supervisors and manager of quality.
Collaborating with customer solutions team and sales to ensure all customers understand and have access to the NGC4me portal.
Other duties as assigned.