Customer Service/Account Manager II

Livermore, CA

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SUMMARY: Provides customers with courteous customer service in person or over the phone; strives to retain present customers and develop new business by extending professional and efficient service and suggesting additional services and products to serve customers’ needs.

DUTIES:
The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

  • Build strong business relationships with customers and ensure that they are happy with their service.
  • Manage day-to-day client communication and ongoing relationships as it relates to current, new and upcoming projects.
  • The main point of contact for customers.
  • Work closely with Production on scheduling of production dates and any changes made. Notify customer when product is expected to be complete or reason for delay if applicable.
  • Work closely with QA on customer requirements.
  • Attend daily scheduling meetings with QA.
  • Provide inventory reports to customers monthly or as required.
  • Collaborate with internal departments to ensure that all customer requests are fulfilled.
  • Assist to resolve any customer complaints and initiate complaint forms when necessary. Follow up to ensure resolution.
  • Add Trello cards for any product that needs a new MMR (Master Manufacturing Record) or an updated MMR.
  • File finished orders/production documents as needed.
  • Add new customer contact information to ERP system and keep in Outlook contacts, updating as needed.
  • Work with Accounting on terms given for new customers and ensure those payments are invoiced and paid, when necessary, prior to a P.O. being placed or shipment being picked up. Request pre-payments and cash on delivery when necessary.
  • Enter all necessary information into ERP to process Purchase Orders. Verify that all P.O.s and jobs are entered correctly against the customer’s P.O. and the effective MMR.
  • Send purchase order acknowledgements from ERP with ship by confirmations within 72 hours of receiving customer’s P.O. or respond to customer of why order may be on hold.
  • Print all necessary documents in preparation to manufacture product, this includes batch record, in process shipping labels, and other customer required documentation.
  • Work with the sales department to gather necessary product sign offs and paperwork to process P.O.s for new products and/or customers.
  • Work closely with Sales/R&D on new business pilots, onboarding, first P.O. processes, etc.
  • Manage the receipt of customer’s label artwork, effective date and approval process while collaborating with internal partners such as Tech Services and Quality Assurance.
  • Send P.O.D.s (Proof of Delivery) to customers as applicable when their packaging materials are received.
    • Notify customers when additional customers supplied materials, packaging and/or labels, are needed by placing a Purchase Order for those items in ERP system and sending to customer.
  • Follow up on expected time of arrivals for required customer materials and update information in job note section of ERP, notify production team if material is delayed.
  • Update and follow open order spreadsheet, as necessary. Assist in preparation of spreadsheet for weekly production meeting.
  • Search freight rates for outgoing and incoming customer shipments and set up shipment when necessary. Pay attention to certain customer requests for shipping instructions, i.e., Customer needs to be notified 42 hours prior to pick up.
  • Create shipping tags and prepare any documents necessary for product to be shipped. Work with Shipping/Receiving department to ensure correct product goes out the way the customer is requesting. Review shipping reports and ensure that quantity shipped is accurate, compare shipping reports with computer generated reports. Confirm with shipping, production, warehouse and/or carrier personnel to expedite or trace missing or delayed shipments.
  • Prepares various reports for management as needed.
  • Participate in conference calls and meetings as required.
  • Participates in calls regarding customer forecasting and inputs those forecasts into ERP system when needed.
  • Acts as backup for answering company phone and greeting visitors when necessary.
  • Keeps updated pricing on file for customers and issues price increases in system when needed.
  • Implements deviation reports and/or Change Notices, if necessary, for any changes of a customer’s product.
  • Builds sustainable relationships and trust with customer accounts through open and interactive communication.
  • Identify and assess customers’ needs to achieve satisfaction.
  • Resolves complex or unusual requests and problems that may require a customized response and communicates solution or requested information to the customer.
  • Analyze a customer’s service needs and refer to other service or technical departments for follow up or additional information as needed.
  • Provide updates to other internal teams on customer needs and factors that contribute to customer satisfaction.
  • Opportunity for deeper level of account management for house accounts/inside sales where you assist in new product development and in growing those accounts.
  • Sets up and sends out FedEx deliveries.
  • Acts as back up to receive incoming mail/emails and distributes to correct person/box.
  • Performs other duties as assigned by manager.

QUALIFICATIONS:

  • High school diploma required; college degree preferred
  • Five plus years of related experience or equivalent
  • Excellent customer service skills
  • Excellent verbal and written communication skills
  • Proficient on Word, Excel, Power Point, Outlook and ERP/MRP Software
  • Strong attention to detail
  • Commitment to excellence and high standards
  • Strong organizational skills; able to manage priorities and workflow
  • Ability to work independently and as a member of various teams and committees
  • Ability to understand and follow written and verbal instructions
  • Professional appearance and demeanor
  • Ability to perform diversified clerical functions and basic accounting procedures
  • Ability to effectively communicate with people at all levels and from various backgrounds
  • Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
  • Must be able to speak, read, write, and understand the primary language(s) used in the workplace
  • Bilingual skills a plus
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