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Customer Service/Account Manager

2 months ago

Fond du Lac, United States C-P Flexible Packaging Full time

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..
Summary:

This position will be responsible for customer accounts, entering and prioritizing production jobs, and other core business tasks. This position requires a strong, pro-active communicator and "go-to" person for timely information with minimal management support and supervision. Strong collaboration with Operations, Sales, and Customers will also be critical to success in this role.

Essential Job Functions & Responsibilities:

  • Adhere to all company safety policies put safety first in all responsibilities.
  • Demonstrate and foster CP Core Values.
  • Customer Accounts: order processing and follow-up of all orders from initial placement through delivery.
    • Manage customer accounts, pricing, production orders, and customer inventory (VMI).
    • Ensure customer expectations are met through design, preparation and implementation phases of fulfilment.
    • Partner with sales and manufacturing groups to develop and analyze customer forecasts and trends.
    • Coordinate customer complaints and returns process with the Quality Department.
    • Develop policies and procedures needed to improve customer processing efficiency.
    • Build customer loyalty through positive customer engagement and service excellence.
    • Support technology and innovative service solutions to maintain an "ease of doing business" environment.
  • Entering and Prioritizing Production Jobs:
    • Analyze demand to meet customer and inventory requirements.
    • Develop production schedules and update as required.
    • Purchase and coordinate delivery of raw materials in coordination with the Procurement Team.
    • Proactively manage raw material and finished goods inventories.
    • Coordinate customer demand with the operations team to ensure on-time production and delivery.
    • Develop system and process improvements including inventory control, material availability, and other supply chain initiatives.
  • Other duties as assigned.
Qualifications:
  • Experience: 2+ years of 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 ability:
  • 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.