Customer Service Key Account Specialist (Manufacturing)

As a Customer Service Key Account Specialist at Schaefer Plastics, you’ll ensure client satisfaction and maintain strong relationships with large Tier 1 key accounts. Strong communication, problem-solving, and organizational skills are essential for success in this role.

Description of responsibilities:

Client Relationship Management: Cultivate robust relationships with key account clients. Understand their needs and ensure satisfaction with products or services.

Effective Communication: Serve as the primary point of contact for key accounts. Address inquiries, concerns, and requests promptly and effectively.

Issue Resolution: Proactively identify and resolve customer issues or complaints. Maintain positive relationships to ensure customer retention.

Coordination and Collaboration: Collaborate with internal teams (sales, manufacturing) to address client needs, implement solutions, and optimize processes.

Account Maintenance: Manage account information, contracts, and agreements. Ensure accuracy and compliance with company policies and regulations.

Customer Advocacy: Champion the needs and priorities of key account clients within the organization. Ensure alignment and support.

Sales Support: Assist throughout the sales process for key accounts. Prepare quotes, process orders, and coordinate with other departments.

Liaison Role: Act as a bridge between key accounts and internal departments at Schaefer Plastics. Coordinate with marketing (customized artwork), manufacturing (work orders), and shipping (delivery).

Reporting and Accountability: Track and report on account activity (sales, receivables, warranty claims, returns). Maintain detailed records and provide regular reports to management.

Essential Skills:

• Strong communication, problem-solving, and organizational abilities.
• Accountable for every stage from “RFQ” to an “on-time delivered order.”
• Process RFQs from Sales, Customers, and Key Accounts quickly and accurately.
• Thoroughly and efficiently gather customer information and order requirements.
• Manage and maintain relationships with Key Accounts, ensuring their needs and expectations are met.
• Process all orders with detailed precision while adhering to processes/SOP.
• Liaise with customers to create and approve all customized artwork.
• Process accurate work orders to manufacturing and monitor customer deadlines.
• Liaise with shipping to ensure on-time delivery.
• Communicate all aspects of order details and progress with customers, sales, and Key Accounts.
• Professionally handle incoming customer requests and ensure issues are resolved promptly and thoroughly.
• Provide quality service and support to customers, sales, internal departments, and Key Accounts.
• Responsible but not limited to all customer activity within your designated territory: past due receivables, warranty claims, credit processing, and return merchandise

Qualification Requirements:

• Experience managing large Tier 1 Accounts
• 5+ years’ experience in customer service/ outside sales support required.
• Microsoft Office Suite proficiency, especially Excel, is required
• Highly developed sense of integrity and commitment to customer satisfaction
• Demonstrated passion for excellence with respect to treating and caring for customers.
• Ability to communicate clearly and professionally, both verbally and in writing
• Strong decision-making and analytical abilities.
• Strong detail orientation and communication/listening skills.
• Proven ability to multi-task effectively while maintaining accuracy.
• Possess a strong work ethic and team player mentality.
• Willingness to work a flexible schedule and occasional overtime when needed.
• Previous experience within a manufacturing environment is a plus.