Job Purpose:
Requires a good understanding of procedures and concepts within own discipline and basic knowledge of these elements in other disciplines. Understands how own area integrates within the organization sub-function. Allocates work as a team leader; may check on completion/quality Uses judgment based on the analysis of information Provides value to function through responsibility for volume, quality, and timeliness of results Impacts closely related work teams Possesses and demonstrates developed communication skills to exchange complex information.
Responsibilities:
- Customer Service – Execute the order-to-cash processes: accept and process orders,
initiate production orders and/or interaction with the Sourcing Representative, ensure the product is delivered to customers (when necessary, work with logistical/warehouse resources, handle order inquiries, ensure invoices are sent, and assist in the collection of payments.
- People and Team Leadership – Leading, coaching, and performance management of Customer Service Representatives within the region.
- House Account & Account Management – Retain and profitably grow existing customer accounts (via telephone/Internet). Includes pricing responsibility for existing and new accounts.
- Sales Administrative Support – Provide support to AMs including management of price-adjustment mechanisms, preparation of quotes and tender responses, generation of customer-specific reports, customization of presentations and communications, etc.
- Commercial Excellence – Leverage Commercial Excellence (COMEX) capabilities, tools and processes.
- Contract Database – maintain contract database.
- Customer Complaints - effectively manage and coordinate the handling of customer complaints.
- Third-party FIBC sourcing – Responsible for interacting with approved third-party manufacturers) to fulfil customer demand. This includes obtaining quotes and negotiation, ensuring that customer specifications can be met by third-party manufacturers, ensuring that bags are delivered to warehouses or customers promptly, and handling all communications between third-party vendors.
- These sourcing activities will occur in alignment with our central C3PM third-party Strategic team.
- Assist with the "make versus buy" decision to ensure that third-party bags are not sold at the expense of achieving higher enterprise-wide margins from in-sourcing the products.
- Assisting and developing new customer sales in the field of semi-bulk industrial packaging products and services (FIBCs).
- This role requires a good understanding and application of procedures and concepts within their discipline.
Uses judgment based on the analysis of information to execute on opportunities.
- Ensures quality of the task/services/information provided by self and others. Impacts closely related work teams whose activities are interdependent. Possesses and demonstrates developed communication and diplomacy skills used to direct/persuade/influence others.
- Operating Working Capital Management – Optimization of the ordering process to ensure stocks are effectively controlled and managed by customer requirements and business objectives.
- Proactively assisting in the selling of products and services via phone/email.
- Following up on client leads in conjunction with account managers.
- Manage and prepare customer price quotations.
- Coordinates preparation of and delivery of samples/prototypes to customers.
- Promoting a culture of growth across the business
- Manage and maintain sales margins and profitability by company rules and requirements.
- Determine lost and new customer opportunities (e.g., customer segment, value propositions).
- Being knowledgeable about products and services offered by the business.
- Being aware of market trends and competitors
- Effectively communicates with prospects/customers/suppliers and manages accounts to ensure customer satisfaction.
- Interfaces with employees in functional areas including but not limited to Customer Service, Production, Accounts Receivable and Shipping to provide customer satisfaction.
- Organizing and assisting in the planning and management of team events and meetings
- Compliance with company regulations and rules of business conduct
- Maintaining a positive attitude that inspires co-workers and clients.
- Promotes and adheres to Safety by company culture.
Profile:
- Bachelor's degree in a related field.
- Experienced understanding of 1-loop, 4-loop, and aggregate products within the FIBC industrial packaging sector as preferred.
- Over 5 years of industrial customer service experience preferred.
- Excellent interpersonal, communication, time management, planning and problem-solving skills.
- Ability to promote and support one team culture within the business.
- Fluency in English is required.
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