Account Manager

3 weeks ago

Ogden, United States INW Capstone Nutrition Full time

Overview: This position is responsible for supporting our customer and the Sales Team in demonstrating a consistent commitment to customer service. They will monitor customer purchase orders from entry to shipping and communicate as needed with external and internal customers in a fast-paced office and manufacturing floor environment.


Main Duties & Responsibilities

  • Demonstrate a commitment to Capstone policy deployment and C.A.R.E model (Communication, Appreciation, Relationships, and Execution)
  • Responsible for all duties required to process a customer purchase order (PO) from entry to shipment including material tracking and communication through the entire process. Examples:

Requotes.

Change Orders (CO).

Packaging Specifications (CPKG).

Label review and change process.

Miscellaneous Charges.

Customer Samples.

Customer Product Specifications.

Documentation Requests on Raw Materials and Packaging.

Shipping Coordination between Logistics and Customer.

  • Arrange, attend, and document customer calls and visits including open order reports (OOR), specification reviews, issue huddles, etc.
  • Attend and support internal meetings/huddles.
  • Customer advocate for both internal and external customer. Relationship management.
  • Manage 3-10 highly complex.

Several weekly to daily meetings and/or email correspondence.

Coordinate between several customer contacts.

Use of customer software portals.

Continual changes to products.

Brings in several new products each year.


  • Assist in re-work processing as needed. Coordinate communication between internal departments and customers.
  • Support accounting department in resolving unpaid invoices, collection of stranded/obsolete material costs, and miscellaneous fees.
  • Other duties as assigned.

Requirements

  • BS/BA preferred.
  • 4+ years of customer service experience.
  • Proficient in using MS Office including Word, and Excel.
  • Must be able to understand, speak, read, and write in English to support customers and perform the essential function of the job including providing presentations, documents, industry regulations, and other communications.
  • Must demonstrate the ability to respectfully communicate, address conflict professionally, collaborate effectively, and maintain confidentiality.
  • Be familiar with, and abide by, cGMP’s.
  • Possess the ability to develop and maintain a team-centered work environment, have a positive attitude, and present yourself professionally.
  • Able to add, subtract, multiply, and divide all units of measure using whole numbers, common fractions, and decimals.
  • Able to write, deliver, and prepare emails, letters, memos, presentations, reports, etc. professionally and accurately.
  • Able to lift 30 lbs.
  • Able to sit for long periods of time, reach, bend, lift, stand and crouch as needed.
  • Able to perform all tasks defined above either with or without accommodation.
  • May be asked to travel to customer locations, tradeshows, and events.
  • Able to manage multiple projects in a goal driven, fast-paced environment.
  • Willingness to accept phone calls during off hours on a company provided cell phone.
  • May be asked to support manufacturing during off hours (uncommon).



Internal Promotion Requirements

  • Combined 2 years’ experience at Capstone, preferably in account management or project management positions. May also demonstrate exceptional understanding of internal processes equivalent to 2 years of internal experience.
  • Expert level understanding of the following:

Entering and advancing POs.

CO process and nuances.

Artwork process.

  • Actively participates in the training and onboarding process of new office employees.
  • Manages mostly high touch customers.
  • Manages their backlog with little to no oversight from management.
  • Demonstrates the Serving With C.A.R.E. model in their interactions. Promotes a positive and inclusive work culture.

Work Conditions

  • Subject to normal warehouse and production environment.
  • Subject to high noise levels where hearing protection, and all personnel protective equipment (PPE) is required.
  • Subject to atmospheric conditions such as fumes, odors, powders, dust, and other particles including allergens.

Note: This job description is not intended to be all-inclusive. Salary is dependent upon experience, internal, and external salary conditions. This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

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