Customer Experience Specialist

3 weeks ago

Newnan, United States Bonnell Aluminum Full time
Job Description

We are actively seeking a results-oriented Customer Account Representative to join our team at the Newnan Manufacturing facility. In this role, you will have the opportunity to work directly under the supervision of the Inside Sales and Customer Service Manager and collaborate with various departments within the organization.

The Customer Account Representative serves as a key point of contact for our customers and is responsible for driving exceptional product, process, and customer service excellence within the organization. This position acts as a liaison between our external customers and our internal departments, including Sales, Production Planning, Scheduling, Quality, Operations Management, CAD (Computer Aided Design), Accounting, and Information Services.

The Customer Account Representative's primary responsibility is to ensure that our customers receive the highest level of service. The ideal candidate will have a strong customer service orientation and a proven track record of providing exceptional value on behalf of our customers. They will also be highly motivated to contribute to the organization's culture of trust, team collaboration, cooperation, learning, and personal growth.

The selected candidate for this role will work from the Newnan, GA office, with a moderate travel requirement. Previous experience in customer service or sales is preferred, as is a strong understanding of the principles and practices of customer management.

The ideal candidate for this role will have excellent communication skills, both written and verbal, and possess the ability to build productive relationships with both internal and external stakeholders. They will also be able to adapt to changing priorities and manage multiple tasks simultaneously.

The Customer Account Representative will be responsible for driving key initiatives that promote product and process improvements, enhance customer satisfaction, and provide exceptional customer support. They will serve as a subject matter expert on our products and services, providing guidance and support to our customers.

Targeted Candidate Profile

We are seeking candidates who possess a proven track record of delivering exceptional customer experiences both internally and externally. The ideal candidate will have demonstrated the ability to balance timely and cost-effective delivery solutions while meeting the demands of our customers' diverse needs.

Company Overview

Our company is currently experiencing rapid growth, and we are expanding our capacity to meet increasing demand. We serve a diverse range of markets, including building and construction, electronics, transportation, and lighting. Our extensive product offering includes both mill and architecturally finished materials, allowing us to cater to the needs of fabricators, end users, OEM's, and distributors. With our current capabilities, we are well positioned to meet the specific requirements of our customers.

PRIMARY RESPONSIBILITIES:

The Ideal Candidate will:
  • Provide prompt and accurate follow-up promptly addressing customer inquiries, concerns, and complaints, companies can foster strong relationships and build trust. This, in turn, can lead to increased customer satisfaction and loyalty.
  • Collaborate with internal Manufacturing/Operations staff to inform, manage, and balance customer requests/needs with the operational capacity and capability of the manufacturing plant.
  • Communicate, collaborate, and resolve issues involving quality, customer priorities and customer expectations with internal departments including Manufacturing/Operations, Scheduling, Load Planning, CAD department, Packaging and Transportation.
  • Assist Manufacturing Planners and Load Schedulers to ensure customer orders are balanced within the capacity and capability of the manufacturing plant.
  • Analyze order Input data, forecasting trends, financial data, production reports, capacity plans, and expedited order history data to proactively identify and resolve emerging or existing problems that may affect the company's production/delivery commitment to our customers.
  • Develop strategies and tactical plans to manage and reduce costs of multi-delivery point/mixed product loads.
  • Actively serve as the customer's champion and advocate, promoting customer service excellence in a manner that meets the profitability targets of the manufacturing plant.
  • Serve as an extension of the Field Sales Team in the evaluation and assessment of new business opportunities that are aligned with the company's manufacturing capabilities.
  • Manage, track, and assess metrics associated with the company's "On Time and Complete" delivery model.
  • Manage short- and long-term manufacturing requirements while managing customer expectations.
  • Providing timely alert to manufacturing of special or unusual orders or requirements will ensure that production processes are accurate and efficient.
CANDIDATE PROFILE

The Ideal Candidate will have:
  • A minimum requirement Bachelor's Degree in Business, Sales, or Marketing is required, with preference given to recent college graduates and sales and marketing professionals with 3 - 5 years of experience.
  • Proficiency with personal computing software (i.e., MS Word, MS Excel, Visio, MS Project, MS PowerPoint). Must be a proficient user of Excel.
  • Effective verbal and written communication skills.
  • Excellent time management skills and ability to multi-task effectively.
  • Working knowledge of manufacturing operations.
  • An ability to "connect" with customers in a caring and conscientious manner.
CRITICAL INDIVIDUAL CONTRIBUTOR COMPETENCIES:

The Ideal Candidate will consistently demonstrate the following behaviors.
  • Trust, Respect, Integritylives by and demonstrates these core values. Knows how to build an environment of trust among employees, peers, customers, etc.
  • InitiativeCreates and seizes opportunities to win, even when faced with ambiguity. True passion for results.
  • Judgmentdemonstrated history of showing sound judgment decisions.
  • Team Focuscatalyst for success of the whole team, not just one's own goals. Knows and has demonstrated how to make this happen.
  • Emotional Intelligenceis aware of their strengths, weaknesses and blind spots and fully understands the impact that their behavior has on the behavior of others around them.
  • Business IntelligenceStays current. Understands how what happens in the world affects us, our marketplace, and our competition.
  • Tenacious AdvocacySystematically seeks information on the organizations and customer's wants and needs, and advocates for preferred outcomes.
COMPENSATION:
  • Base Salary: Competitive based on background and experience level
  • Employee Benefits:
    • Paid Vacation
    • Medical
    • Dental
    • Life
    • 401 K

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