Customer Account Coordinator - St. Louis

Anchor Packaging, the 8th largest plastic packaging thermoformer in North America with a rich heritage of rapid growth, quality, and financial stability. At a time when the U.S. thermoforming industry is undergoing dramatic consolidation and isolated bankruptcies, Anchor Packaging remains a thriving, privately-held entity with a strong balance sheet. This position for Customer Account Coordinator is located in our Corporate Office in the St. Louis, Missouri area (Ballwin).

PURPOSE

As a Customer Account Coordinator, you will be responsible for promoting Anchor’s mission to be “Simply The Best” through development of strong positive customer relationships. Your role includes serving as the liaison between customers and internal cross-functional teams to ensure timely and successful delivery of Anchor products, providing professional and proactive communication with all parties, handling order related issues, and assisting the sales team in support of your accounts and prospective new customers. Your work is performed under the direction of the department manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES

General

• Foster positive business relationships that promote future business with current and prospective customers
• Manage the full order life-cycles of assigned portfolio of customers to meet inventory replenishment requirements within established Anchor parameters
• Maintain high customer satisfaction rates by timely and professionally handling all customer interactions, including complaints and/or problems
• Communicate professionally and effectively with all internal and external stake holders regarding order, account, inventory, and complaint statuses
• Exercise independent judgment and leadership to positively impact the overall goals and objectives of Anchor Packaging, Inc.
• Design and implement business process improvements to support the changing business environment
• Perform mastered functions while simultaneously continuing formal training in other functions
• Project work as assigned

Account Management

Responsibility, job grade, and salary vary depending on progress within each functional area, and responsibilities assigned to respective individuals and teams.

• Accurately enter and manage customer orders to ensure execution of business plans
• Confirm, validate, and resolve customer pricing, product, and promotion, and order discrepancies
• Maintain customer profile information to ensure accurate order fulfillment
• Monitor Vendor Scorecards for Key Accounts and take corrective action as necessary to ensure Anchor Packaging compliance to customer expectations relative to industry measures such as order fulfillment accuracy, fill rates, and on-time delivery
• Implement best practices throughout the order life cycle to prevent invoice deductions and other process inefficiencies from occurring
• Coordinate product disposition through returns, transfers of stock, sale of non-stock items, etc.
• Seize selling opportunities through knowledge of product line, understanding customer needs, and presenting alternative recommendations to customers
• Collaborate with Anchor Sales to facilitate product field tests, account status reports, and product line updates
• Communicate received quality complaints to appropriate parties, and coordinates replacement

Accounts Receivable

Responsibility, job grade, and salary vary depending on progress within each functional area, and responsibilities assigned to respective individuals and teams.

Assist accounting, Trade Management, and customers with billing questions, deduction questions, and other billing problems

• Work with customers and internal personnel to ensure system data for customer accounts is kept up to date

PRIMARY INTERACTIONS

Customer Account coordinators are required to demonstrate a high degree of professionalism, communication, and collaboration with external organizations such as customers, brokers, and freight carriers, as well as internal departments such as Sales, Marketing, Warehouse, Traffic, Manufacturing, Accounting, Operations Planning, and Information Technology.

COMPETENCIES

• Customer service mentality
• Excellent verbal and written communication skills
• Ability to work in a fast-paced environment
• Data entry accuracy and attention to details
• Professional telephone manner
• Ability to defuse volatile situations resulting in a win-win solution
• Analytical and problem-solving skills
• Ability to balance multi-functional work in a team environment

EDUCATION and/or EXPERIENCE

B.S., B.A., or 4 to 6 years related professional experience

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.

Work is generally sedentary, with no specific need for physical coordination or effort. May require physical effort associated with using the computer to access information, or occasional standing, walking, lifting needed to carry out everyday activities. Proficient keyboarding skills require control and speed.

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.

Office environment utilizing the phone and computer frequently. Requires minimal physical effort. No travel required. Ability to work in a fast-paced environment where problems occur and volumes are heavy. Tasks do not expose employee to physically unpleasant or hazardous conditions.

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