**Summary of Position**
The Customer Account Services Representative role serves as the primary contact for the assigned set of customers. The role is responsible for building and maintaining strong business relationships with the key accounts. Interfaces with other departments to meet and exceed overall service goals for each customer and the company. Provides facilitation within their customer focus team and drives day to day activities within the teams. Responsible for providing a full range of account services to customers including order fulfillment, inventory management, supply chain consolidation, and logistics services. They will directly contribute to the full customer experience.
The mission is to provide enabling global solutions to our medical technology customers by offering a full breadth of premier account services including order fulfillment, inventory management, supply chain consolidation, and logistics.
**Position Requirements**
College degree in business administration, or industrial engineering (preferred).
+ 5 years' experience in a similar position
Bilingual (Spanish - English). Solid command of the English language, written and spoken (required).
Excellent communication and presentation skills
Knowledge of ORACLE (preferred).
Knowledge on ERP/MRP systems.
Knowledge on production planning/materials planning principles
Excel
Ability to multi-task, prioritize, and manage time effectively
Customer orientation and ability to communicate effectively
Strong phone contact handling skills and active listening
**Duties and Responsibilities**
Generates sales quotes for new opportunities.
Expedites customer orders through purchasing and scheduling, escalating delivery issues as necessary.
Manages approval and customer complaint process.
Plans and schedules of customer products according to the customer agreements.
Proactive and timely review of customer contracts, which includes forecasting and safety stock management.
Plans and executes effective corrective and preventative actions, identifying root cause of actual/potential nonconformities through the Non-Conformance Report (NCR) process to promote continuous improvement.
Provides Commercial teams with estimates of future orders.
Acts as a liaison between Commercial Sales team and the production facilities.
Publishes agenda and meeting minutes for Customer Focus Team (CFT) calls.
Publishes agenda and meeting minutes for customer calls.
Coordinates and host onsite customer meetings and visits with manufacturing location.
Services accounts base business, including quoting process.
Proactively communicate updates, issues, changes, etc. with customers, preferably with a dashboard.
Reports on customer satisfaction weekly to Management.
Proactive review and support of customer delivery and quality metrics and results.
Manage month and quarter end customer orders and shipments to meet sales forecasts, including identifying pull-in orders
Identify, report, and manage customer complaint process.
Uses flexibility and creativity to address customer's needs and concerns.
Works closely with other functional team members on a focus team to support our customers
Supports and drives customer satisfaction for focus team and company.
Responsible for proactive and effective customer managed inventory systems.
Proactively manages customer score card process to achieve highest possible customer satisfaction indices, including proactive engagement of internal functional teams to address customer issues.
Works collaboratively with field sales and internal teams to manage RFQs and quoting.
In working with customer, inquires about new business opportunities.