Manager - Client Service -Acupac Business Dev. Salary SGA

kdc/one•Mahwah, NJ

About The Position

KDC is a network of best-in-class custom formulators and manufacturers of color cosmetics, skincare, haircare, bath & body, fragrance, deodorant, home, health, industrial, and auto care products. KDC delivers high-touch innovation, operational excellence, and speed to market to well-known and emerging beauty, personal, and specialty companies from coast to coast. KDC has its head office in Longueuil, Québec. In addition, KDC has 10 operating facilities located throughout North America. Altogether, the company employs nearly 4,800 talented and dedicated employees in North America. The Manager, Client Services is responsible for ensuring that the team delivers exceptional client service for established customers. Working closely with the kdc/one commercial team, the Director Client Services, will deliver superior customer service by anticipating customer needs, resolving issues promptly and providing valuable information about products and services. The Manager of Client Services will also be connected with Project Managers at the site level (dotted line) in collaboration with the Regional Director of Project Management. The Manager Client Services will also work internally with counterpart in R&D, QC/QA, Production and Warehouse departments to ensure smooth order processing and work to resolve any problems with orders, delivery dates or service.

Requirements

Bachelor’s degree in Business Administration (B.B.A.), Science of Business Administration (B.S.B.A.) or in a related field.
A minimum of 7+ years’ Client Service role experience in Consumer Products; preferably in cosmetics process manufacturing or an FDA regulated industry.
Prior supervisory experience.
Required Advanced knowledge in QAD or other comparable ERP/MRP systems.
Required Advanced reporting, designing and data analytic skills. Strong math skills: addition, subtraction, multiplication, and division
Advance PC Knowledge i.e. MS Office Suite (Excel, Word, Outlook) is required.
Ability to lead, think strategically, set, and achieve objectives, and influence organizational change. Strong time-management, organizational, planning people and leadership skills.
Strong English communications skills: speaking, reading, and writing. Ability to communicate clearly and thoroughly with Management and personnel and interpersonal relationships with employees at all levels.
Demonstration of a sense of urgency in achieving goals, contributing to business objectives, and responding to company needs.
Self-Management and Good time-management skills display initiative, effort excellent organizational and planning skills, and commitment towards completing assignments in a timely manner.
Problem Solving: Identify options for solving a problem and evaluate the strengths and weaknesses

Responsibilities

Build a talented and motivated team of client service representatives/managers hiring, developing, training and managing the team.
Promote a safe working environment and adhere to health, safety and environmental procedures, company safety rules, good manufacturing practices (GMP’s), standard operating procedures (SOP’s) in line with policies at all times.
Monitor and assign accounts to the client services team members and handle key accounts as needed.
Serves as a point of escalation for customer issues, developing action plans and leveraging site leadership to find solutions that minimize customer impact.
Drives “one company” client services by leveraging sites’ knowledge and experience with new customers and assures new customers are met with similar experience from site to site.
Develop, implement and maintain service level standard focused on reducing response times and providing high customer satisfaction.
Ensure that clerical and administrative daily operation procedures remain productive and consistent with those interacting departments.
Oversee customer complaints while supporting team members to resolve the issues in a timely manner for their respective accounts.
Receive and respond to inquiries from other departments regarding customers and reconcile any issues affecting customer satisfaction.
Responsible for establishing, maintaining, tracking and reporting data and monthly KPI’s to management for the client services department and on specific accounts.
Generates monthly KPI’s tracking customer inventory, OTIF and creates root cause analysis when not on target.
Ensure continuous improvement of processes, systems, and communication to drive superior customer service ratings.
Partner with the commercial organization to develop and implement customer support agreement and ensure adherence to contract once agreements are in place.
Support commercial hyper-care calls by providing projects overview and site focus for specific clients.
Work closely with the Director of Supply Chain to ensure liabilities, inventory, planning and overall OTIF is optimal.
Works with purchasing and customer when a customer PO is placed out of lead time and needs to be expedited.
Attend Weekly Operations meetings to review open sales orders and sales order maintenance.
Ensure follows up with finish goods that are past dues, in QC-status, provide reasons and resolution to report back to the customer.
Ensure billing accuracy and works with A/R to bill for Storage, re-testing, testing, double set-ups.
Coordinates any customer complaints/returns, issue credits and instructions for reworks.
Work with finance on customer liabilities, (pushouts, cancellations, or decreases)
Other duties as assigned.