Associate - Customer Service

The safety and health of employees takes precedence over any other duties of this position.

Is a role model for data based decision-making and process orientation in the everyday performance of responsibilities and interactions with internal and external customers and prospects.

Directly responsible to serve as the primary point of contact for all customers, initiating the entire process of order fulfillment; position requires a knowledge of specific market segments and plant capabilities to effectively service an assigned customer base.

Primary Responsibilities:

• Enters customer orders and requirements into information systems.
• Converts customer requirements into manufacturing specifications, utilizing configurator technology.
• Makes day-to-day, point-of-order decisions (entering orders, creating new part numbers, checking inventory levels, answering customer inquiries, tracking products, etc.).
• Performs Vendor Managed Inventory processes as required by customer base.
• Proactively tele markets product and service offerings with potential customers.
• Provides follow-up phone call support for certain assigned accounts.
• Communicates timely and accurate information with our field sales group.
• Supports field sales efforts in current and new account management through information gathering, project work, and process setup.
• Manages all aspects of regional accounts (typically $100M or less in annualized volume) from the Customer Service Center.
• Actively markets complimentary products and services within covered markets.
• Routinely submits written correspondence to customers, as appropriate, to document issues and any significant actions undertaken during the course of business.
• Coordinates accounts receivable activity to include credit determination, invoicing, outstanding receivables resolution, and adherence of customer pay habits to division policy.
• Makes pricing decisions for all accounts within established guidelines.
• Participates in the majority of Customer Feedback Processes (complaint resolution), including initial complaint receipt, notification, investigation, and customer documentation, ensuring that Customer Satisfaction Through Excellence is maintained.
• Makes transportation carrier decisions within guidelines.
• Is responsible for insuring that customer databases and information systems remain current with all appropriate customer data.
• Routinely uses established procedures and IS/IT tools for internal and external communication and documentation.
• Provides recommendations on needed adjustments to inventory levels, pricing levels, and master production schedules.
• Maintains sample and trial orders, including appropriate follow-up and documentation per guidelines.
• Supports and maintains customer files per guidelines.
• Provides input for the sales and operations planning process to CS Area Managers.
• Maintains proper account coverage for customer base by fulfilling the following roles:
• Acts as primary rep for assigned accounts, has in-depth knowledge of customer contracts, products, markets, and processes; primary responsibility for managing all order fulfillment processes.
• Acts as secondary rep for assigned accounts, with working knowledge of customer contracts, products, and processes; responsible for managing all order fulfillment processes in absence of primary rep.
• Responsible for administering routine order fulfillment processes as necessary for any customer covered by CS team.
• Maintains close communication with Planners to facilitate proper handling of all customer order information and scheduling/delivery issues.
• Fulfills all tasks and responsibilities in a manner that supports a High Involvement Natural Team environment.
• Stays abreast of current market, product, process and company issues for the market segments of assigned customers.
• Takes on participative and leadership roles in cross-center process improvement teams.
• Active participation in data gathering/analysis to support fact-based decision-making.
• Is accountable for margin improvement for assigned accounts as appropriate.

This position is located in Hartsville, SC.

Compensation:

Associate - Customer Service: The annual base salary range for this role is from $45,975 to $55,170

We are an equal opportunity employer, and we strictly prohibit and do not tolerate discrimination against employees, applicants or any other covered persons because of race, color, religion, national origin or ancestry, sex, pregnancy, sexual orientation, marital status, gender identity or expression, age, disability, genetic information, veteran status, or any legally protected characteristic.