Account Representative/Customer Service Representative

Summary

Please note this is NOT a Sales position.

The Account Representative is a highly motivated, well-organized individual with excellent communication skills (written and verbal), that works independently. The position is responsible for coordinating customer orders and production-related activities in a complex, multiple step process; foster customer relationships; and is the primary production liaison for the customer and internal supporting departments.

Essential Duties and Responsibilities include but are not limited to the following.

• Serve as the primary contact for customer, sales, and internal supporting departments. Responsible for ensuring all key stakeholders are fully engaged and informed.
• Knowledgeable in understanding customer’s products and helps facilitate goals and objectives for successful production of their products and orders.
• Collaborate with internal and external support resources to satisfy customer expectations.
• Responsible for seamless and transparent execution from order acceptance through final product delivery.
• Monitor schedule to ensure timely receipt of Bill of Materials to enable adherence to schedule and delivery commitments.
• Able to marshal the appropriate resources to ensure their customer’s work is executed and can clearly identify when to seek assistance from internal experts when customer specification changes occur.
• Effectively resolve and/or escalate customer issues to sales and management, resulting from service failures or misaligned customer expectations.
• Develop knowledge of all departments and aspects of the company.
• Track/oversee progress of projects/orders. Monitor for accuracy of information and progress to ensure projects/orders remain on track and within customer expectations.
• Provide timely updates and proactively communicate with Customer Service Manager or Sales leaders regarding task progress, critical issues, variable date changes, and delays.
• Manage projects/orders and prioritize workload in accordance with business goals.
• Perform responsibilities and tasks with an understanding of the importance of increasing accuracy and efficiency and decreasing waste and operational costs. Identify bottlenecks and offer suggestions on how to resolve them, including stepping in to perform any task in support of company goals.
• Maintain a positive and productive relationship with external and internal customers, co-workers, and others with whom the position may have contact.

Qualifications

• Minimum of 5 years of experience in customer service, business development, or project management, preferably in manufacturing or packaging of cosmetics, personal care, food or pharmaceutical products.
• Strong project management skills for the effective leadership and management of multiple projects/orders simultaneously through the manufacturing and shipping processes
• Ability to understand the needs and concerns of internal and external customers and respond effectively in a professional manner.
• Ability to meet deadlines in a fast-paced environment.
• Strong attention to detail.
• Ability to coordinate and collaborate with multiple departments and represent different points of view without long-term negative consequences.
• Strong oral and written communication skills with the ability to negotiate and persuade without necessarily having direct authority.
• A high level of confidence, integrity, and critical thinking skills, establishing credibility and decisiveness while balancing varying business considerations/priorities.
• Ability to work independently and be comfortable making decisions based on limited information.
• Strong computer skills, including an intermediate level proficiency in Microsoft Office.
• Must be flexible to modify work hours due to company or customer priorities.
• Must be able to work in person on site.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The pay range for this role is $20.00 – $36.00 per hour. Compensation is commensurate with level of knowledge, education, skills, and experience applicable to the position.

We understand that each team member’s situation is unique, and so it is our intent to offer an overall benefits package that can be shaped and molded by each individual to fit their family’s needs. Our current benefits package, which is available to all full-time team members, includes medical, dental, vision insurance, 401k retirement plan, flexible spending accounts, life and disability coverage, and other voluntary benefits.

We want everyone to feel welcome, respected and we are committed to providing the best space, experience and workplace for our teams – no matter what race, color, religion, sex, sexual orientation, gender identify, national origin, veteran or disability status and all the other fascinating characteristics that make us different.

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