Customer Account Specialist

JOB SUMMARY/PURPOSE

Customer Account Specialists are the central point of contact between our external customer and Magris Talc.  Responsible for managing a portfolio of customer accounts while acting as a liaison between the customer and internal inside sales managers, logistics, quality, and production team.  This position monitors high stake situations and ensures a timely follow-up communication with the end user.  

KEY TASKS AND RESPONSIBILITIES

• Process customer orders – Ensure the customers’ needs for products are understood in terms of the technical aspects of the products required, the timing that the product is needed in, and the packaging requirements of the customer.
• Process import customer orders – Ensure the customers’ needs for European products into the United States in terms of the technical aspects of the products, the timing that the product is needed in and the packaging requirements of the customer.  
• Process non-talc customer orders – Ensure the customers’ needs for non-talc products (i.e. Ultra White Granules, ImerPlast, etc.) are understood in terms of the technical aspects of the products required, the timing that the product is needed in and the packaging requirements of the customer.
• Provide necessary documents to internal and external customers for order fulfillment.
• Schedule production – Integrate customer orders into the production unit’s production plan.  This requires knowledge of production processes, schedules, capacities, and capabilities.
• Provide internal and external customers with information on: order follow up, new customer credit information, customer pricing, list price quotations, provide initial request for debit / credit processing.
• Process change orders and cancel orders by taking the orders, coordinating with freight forwarders, logistics, and with the production / warehouse facility.
• Responsible for the coordination of shipments, inventory reconciliation and applicable charges incurred at external warehouses for both imported talc and non-talc products.
• Participate in operations planning meetings, support safety functions, and engage in customer visits, and assist in internal and external audits.  
• Develop reports to improve processing and tracking of daily orders.
• Maintain up-to-date customer records, including contacts, customer specific and order specific instructions to ensure accuracy of data input for order processing.
• All other duties as assigned

OTHER IMPORTANT FUNCTIONS

• Customer rush orders – coordinate with production and logistics to obtain and deliver the proper product in an acceptable time frame for the customer.
• Shipment and production delays – monitor and communicate transportation delays to internal and external customers.  Offer customers options for obtaining product from other MagrisTalc resources during delays.  (Warehouse, distributor, alternate production facilities)
• Builds and Maintains customer relationships
• Participates in corrective action teams on Logistics and customer service matters and implements recommended plans of action in areas of responsibility.
• Works closely with Logistics Group to identify and resolve problems related to transportation and customer service activities.
• Assist in investigation of damage claims involving transportation of finished products and/or crude and makes recommendations for corrective action.
• Credit holds – resolve credit holds internally with finance and sales when possible, or turn issue over to finance for legitimate credit issues.
• Quality issues – Receive quality complaints and initiate the proper company response including re-supply,

JOB SPECIFICATIONS

Education and Experience requirements:

• 5 years related experience and/or training; or equivalent combination of education and experience required.  Associate or bachelor’s degree preferred.
• Production process knowledge, inventory management knowledge, truck and rail logistics knowledge preferred.

Knowledge, skills, abilities and other characteristics:

• Strong computer skills in Microsoft Office.
• Proactive, attention to detail
• ERP knowledge preferred.
• Strong Customer Service Skills, preferably in a Business-to-Business Setting.
• Working knowledge of Incoterms®.