The Customer Service Representative/Account Manager is responsible for communication with customers, entering orders and performing a variety of additional activities to facilitate an excellent customer experience while supporting Sales, Production and Shipping operations in order to maintain and grow sales within their assigned accounts.
Organizational Alignment: • Reports to the Customer Service Manager • Participates as a member of the Account Management Business Area Team (BAT) • Fosters close, cooperative relationships with all team members and internal customers
Our Culture:
At StandFast we expect all employees to instill our vision and core values into their everyday tasks. As we have grown as a company, we pride ourselves on our long-standing family dynamic that has helped us build a best place work environment. With you as part of our team, we can continue to grow as a company by living out our vision and core values.
Position Responsibilities: • Assist Sales team by maintaining accounts and developing strong customer relationships to support and promote current and future business opportunities • Develop strong, internal working relationships to support and promote efficient, timely, and accurate response to customer's expectations while following company processes and
procedures • Works with Sale and Finance Teams to set up new accounts and update existing accounts • Communicate with customers regarding order status, estimates and quotations, order changes and confirmations, as well as any complaints or questions • Assists in resolving product/service problems by clarifying the customer's complaint; explaining the best solution to solve the problem, expediting correction/adjustment and following up to ensure resolution • Data entry on workflow requests for quoting and samples when necessary • Ensure accurate pricing for invoicing on all order processing and miscellaneous charges • Pricing authority on reorders within guidelines of initial pricing • Maintain accurate specs, pricing and customer files throughout company software (Amtech, IQ, Workflow, SharePoint, etc.) • Project manager on all new items by facilitating new item meetings, assist in gathering approvals, final CADs, spec accuracy, purchasing of materials and order processing • Purchase necessary materials or supplies from vendors on a timely basis to be used in production with accurate files and product information • Process orders on a timely basis while performing necessary quality checks for accuracy on both new and repeat items • Works with production staff while utilizing Amtech and CTI to achieve on time customer deliveries • Analyze customer warehouse programs and usage to ensure availability and min/max levels • Communication and information liaison between Sales and Production with support of all other internal departments
Knowledge, Skills and Attributes: • Understands and can communicate the package design, production and shipping process. • A problem solver • Ability to perform math functions including working with fractions and decimals • Proven ability to assimilate new information quickly • Capable of and enjoys project management in a fast pace environment • Advanced listening and questioning skills • Advanced oral and written communication skills • Strong organization and time planning skills, including follow-up • Extremely detail-oriented • A team player who is comfortable in a collaborative work environment • Patient and versatile in being able to adapt to many situations while maintaining composure even in difficult situations • People oriented with the ability to build relationships quickly founded on integrity and trust • Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint)
Education/Experience: • High School diploma or equivalent is required; college and/or Sales or Customer Service coursework preferred • Minimum of 2+ years of customer service / customer relations experience • Superb customer service, computer and administrative skills as well as excellent verbal and written communication skills • Knowledge of the manufacturing process is highly preferred; corrugated manufacturing is a plus • Amtech knowledge is greatly preferred
The proposed salary range for this position is $60,000-$75,000