What are the responsibilities and job description for the Customer Account Specialist position at The C.W. Zumbiel Company?
Position: Customer Account Specialist
Reports to: Director of Customer Account Management
Company Overview:
Zumbiel Packaging is a fourth-generation family-owned business that has been in the printing business for over 180 years. We are a printing company offering a wide range of products from beverage to consumer, and one of the leading in the industry. This is a company that offers the opportunity for a career and a unique culture with our family-owned atmosphere.
What makes us unique?
- Driven by our core values: Integrity, Passion for Winning, Empowerment, Creativity & Community
- Growth Mindset
- Strong Capital Investment
- Investment in our employee's growth and development
- Medical, Dental, Vision, and 401k with company match
- Wellness program
Position Description: The Customer Service Representative liaise between customers and cross functional internal teams to ensure the timely and successful delivery of our solutions according to customer needs.
Primary Responsibilities:
- Serve as the link of communication between customers and internal teams. Manage relationships with internal teams: production planning, graphics coordinators, operations management, quality, shipping, and sales.
- Lead customer initiatives that will optimize order sizes, working capital levels and result in on-time deliveries.
- Develop trust relationships with a portfolio of Zumbiel clients to ensure they do not turn to competition.
- Acquire a thorough understanding of customer needs and requirements. Understand customer agreements and manage accurate pricing, order sizes/run cycles, customer brands and promotions.
- Expand the relationships with existing customers by continuously proposing solutions to improve service and meet their objectives.
- Ensure the correct products and services are delivered to customers in a timely basis.
- Manage aged inventory to a specified target unit and dollar amount for each account.
- Manage accounts receivable with customers to achieve an organizational goal of at least 93% current. Reconcile and collect all discrepancies and late payments. Coordination of logistics with Customer and Zumbiel shipping department in accordance with account terms. Minimize costs by understanding account terms and freight management.
- Resolve any issues and problems faced by customers and manage complaints to maintain relationships.
- Prepare regular reports of progress and forecasts to internal and external stakeholders using key account metrics.
Key Performance Metrics:
- Customer Complaint (CCN) Entry within 24 hours of customer notification.
- Aged Inventory target amount per customer.
- Aged Receivable (93% current).
- Maintenance of target run sizes and proper lead times.
- 100% invoice accuracy.
- On-time delivery (greater than 98%).
- Publication of monthly reports.
Key areas for backup:
- Demand management files.
- Invoicing.
- Consignment warehouse transactions.
Must be authorized to work in the United States
Zumbiel Packaging provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.