Customer Account Specialist

Description

For over a century, American Packaging Corporation (APC) has been a leading flexible packaging converter for customers throughout North America. We nurture our employees by providing competitive salaries, excellent benefits, 401(k) plans and tuition reimbursement programs. These are just a few reasons why we were named a “Best of the Best” in the Best Workplaces in the Americas awards for 12 years in a row. APC’s longstanding success is fueled from the inside out, and we consistently seek to improve our internal operations to propel that success into the future.   

SUMMARY: To professionally and effectively communicate and correspond to customer requests for order placement, delivery of finished goods, quotations and all other inquires or requested information. To service both the external and internal customer by accurately and efficiently processing information by means of systems and procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Professionally and effectively, communicate with customers and respond to customer requests for order placement, delivery of finished goods, quotations and all other inquiries or requested information.
• Service both the external and internal customer by accurately and efficiently processing information in various systems and following various procedures.
• Knowledge of the systems and processes for more than one CoE at APC.
• Central point of contact for the customer from a customer service perspective.
• Maintain Vendor Managed Inventory Programs through weekly reporting to the applicable customers.
• Place orders for customers utilizing Vendor Managed Inventory programs based on the customer’s specific guidelines. This requires analysis of the ideal order amount and timing based on the customers forecast.
• Manages a group of complex customers and is the go to person for questions and training
• Ownership of the customer complaint process including accountability for coordinating the investigation and corrective action process as well as communicating the final outcome to the customer.
• Participate in training, embracing the concepts of the STOP Safety Program fundamentals and aiding in APCs efforts to achieve a zero accident rate.
• Verify purchase order information with customers.
• Request customer numbers and specification sheets from the appropriate departments as needed.
• Enter information into the AS400 order entry programs (create item numbers, etc.).
• Identify and collect all information required for creating orders.
• Provide graphics department with order information for artwork processing. May include entering design validation requirements.
• Authorize and provide information for invoicing graphics related preparation, plate costs and cylinder costs.

Requirements

QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Advance degree from accredited college or university, three years related experience and/or training. Will consider an equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. Ability to calculate figures and amounts such as discounts, interest, proportions, and percentages.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

OTHER SKILLS & ABILITIES 

Candidate must possess/exhibit the following skills/abilities:

• Absenteeism: at work every day on time
• Accuracy: uncompromised
• AS400
• Communication Skills: technical information, internal/external customers, all levels of employees
• Conflict Resolution
• Confidentiality
• Deadlines
• Detail: attention to
• Independence
• Innovation: constantly re-develop systems
• Multiple projects/priorities/deadlines 
• Negotiation ability
• Organizational skills
• Presentation skills
• Professionalism/professional demeanor
• Safety
• Software: Microsoft Office Suite
• Team: work as a member with all employees

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit, and use hands to finger, handle or feel objects, tools or controls. The employee is occasionally required to reach with hands and arms, stand, walk, stoop, kneel, crouch or crawl and climb or balance. The employee is regularly required to hear.

The employee must occasionally lift and/or move up to 30 pounds. Any lifting over 30 pounds would require assistance. Specific vision abilities required by this job include close vision, distance vision and the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

The noise level in the work environment is usually moderate.

American Packaging Corporation is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. American Packaging Corporation will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business. If you are interested in applying for an employment opportunity and need special assistance or an accommodation to apply for a posted position, please contact our Human Resources department at APC-Careers@americanpackaging.com.