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Customer Account Representative/Account Manager

Summary

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Description

C-P Flexible Packaging is a successful and fast-growing essential manufacturing company that uses an impressive array of digital pre-press and wide-web flexographic printing capabilities and extrusion and adhesive laminators to produce creative flexible packaging solutions for our customers. With a primary focus on serving the food industry, C-P specializes in roll stock, pouches, re-sealable packaging and shrink sleeves. With 9 current locations across North America and growing, C-P Flexible Packaging is one of the top 25 flexible packaging companies in the U.S..
In addition to the other advantages of working for CP, we're offering premium pay on top of a very competitive base pay, and bonus opportunities.

Job Summary:

To be the liaison between external customers and the organization regarding the processing, follow-up and expediting of all orders from initial placement through delivery. The Customer Service Representative has the ability to work independently in managing customer accounts and is a strong, pro-active communicator and "go-to" person for timely order information.

Essential Job Functions & Responsibilities:

• Adhere to all company safety policies put safety first in all responsibilities.
• Demonstrate and foster CP Core Values.
• Receive and process customer orders while screening information for accuracy and completeness.
• Monitor customer orders throughout the graphics and manufacturing processes, advising customers and sales representatives of any significant delays and providing alternatives to ensure customer expectations are fulfilled.
• Partner with sales and manufacturing groups to analyze customer forecasts and requirements to develop and maintain customer-specific programs/models.
• Initiates customer releases for all shipments and ensures delivery dates are met. Coordinates the expediting of rush shipments and monitors their progress.
• Supply analysis and reports to management groups as requested.
• Proactively manages customer finished goods inventory levels.
• Maintain customer profiles, pricing and customer order status reports.
• Manage customer complaints and returned goods initiation.
• Contribute in the daily schedule meeting with customer service, department managers, production schedulers and materials manager.
• Evaluates policies and procedures to determine new, improved and streamlined approaches to better serve customers' needs.
• Provide reporting as required to customers, sales and management groups.
• Build customer loyalty through positive customer engagement and service excellence.
• Maintain customer service processes, standards and metrics to support the customer-centric organization.
• Support technology and innovative service solutions to maintain an "ease of doing business" environment.
• Partner with operations/supply chain groups to ensure a best-in-class customer experience.
• Other duties as assigned.

Qualifications:

• Education: High School Diploma required, but some college education and/or bachelor's degree are preferred.  College education can be offset by work experience in a customer service role.
• Experience: successful experience in a customer service related position, preferably with experience in managing customer forecasting and demand information.
• Effective communication skills to successfully collaborate both internally and externally to exceed customer expectations.
• Ability to assume leadership role and fully manage details of customer accounts and projects.
• High level of proficiency using Microsoft Excel and ability to develop and modify spreadsheet applications as needed.
• Familiarity with database reporting writing program(s) in order to utilize company ERP information.
• Proficient ability to modify reports to customer specific needs.
• Ability to work independently and analyze problems to make sound business decisions.
• Strong organizational skills and attention to detail.
• Maintain positive relationships within a team environment.
• Maintain a positive and flexible attitude.

Other knowledge, skills and abilities:

• Ability to work well in a team environment.
• Must demonstrate the ability to maintain confidentiality of information to Company and Federal standards.
• Must be able to adapt to changes in the work environment, manage competing demands and be able to deal with frequent change, delays or unexpected events.
• Must be dependable and work within Company conduct standards; consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance.

Physical Demands:

• Sitting at a desk for extended periods
• Ability to communicate with customers via telephone and computer (email)
• Limited or no lifting required.
• Ability to climb stairs for meetings and accessing the plant floor and Customer Service area.

Working Conditions:

• Office environment
  • Some time necessary in manufacturing areas
  • Must adhere to all Company policies and SOP's regarding conduct and attire while in manufacturing areas including personal protective equipment (PPE) requirements.

Benefits:

• Medical, dental, vision, and prescription drug coverage
• 401(k) plan with generous company match
• Paid Time Off
• Paid holidays
• Company-paid life and AD&D insurance
• Company paid short-term disability coverage
• Employee Assistance Program (EAP)

Pay: $20-25 hourly 

The salary range indicated in the posting represents the minimum and maximum of the salary range for this position. Actual salary will vary depending on budget available, prior experience, knowledge, skill and education as they relate to the position's qualifications. The posted salary range reflects just one component of our total rewards package. Other components may include participation in our bonus program, group health, dental, and vision insurance, 401k plan, paid time off, and paid holidays.

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