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Customer Service Liaison

1 month ago

Horseheads North, New York, United States F.M. Howell & Co. Full time
Job Overview

The Customer Service Liaison plays a vital role in maintaining favorable relationships with selected customers and sales staff. This individual is responsible for processing orders, preparing correspondence, and fulfilling customer needs to ensure customer satisfaction.

Key Responsibilities:

  • Account Management: Ensure projects are completed on time and within budget. Enter orders for own accounts and others, organizing them to gain optimal production efficiency and overall contribution.
  • Communication: Discuss matters affecting customer service with customers, sales personnel, and other departments to determine the best course of action. Maintain steady, responsive, and reliable communication with customers at all times.
  • Problem Solving: Effective problem-solving while supporting Howell's overall sales and business objectives. Balance the interests of the customer with those of Howell to ensure satisfaction for both parties.
  • Relationship Building: Build and maintain effective working relationships with external and internal customers to foster a team approach to problem-solving.
  • Market Knowledge: Maintain and build knowledge of current customer business conditions and the pharmaceutical industry through reading trade journals, websites, e-newsletters, etc.
  • Sales: Seek opportunities to educate customers on Howell's capabilities, products, and services. Effectively communicate services that differentiate us from competitors.
  • Project Management: Provide support to Project Management Teams.
  • Contract Administration: Know and understand contract and/or pricing agreement terms and conditions. Verify incoming order requests against contract terms to ensure pricing is in accordance with volume, frequency, shipments, items, and other conditions.
  • Process Improvement: Present recommendations for improvement to appropriate customer management teams and actively participate on project teams to ensure implementation. Identify processes used to manage an account and project, continually striving to improve processes for optimal results for both the customer and Howell.
  • Organization: Maintain organized files of customer communications and documents, efficiently recalling them to provide accurate, up-to-date information and a history of changes. Prioritize tasks and initiatives with minimal assistance from the CS Manager.
  • Quality Task-Process Quality Issues.
  • Professionalism: Represent F.M. Howell & Co. by building business relationships based on legal, ethical, and fair business practices. Maintain professionalism in conduct, attire, and communications.

About F.M. Howell & Co.

F.M. Howell & Company, founded in 1883, manufactures folding cartons, rigid paperboard boxes, and thermoformed plastic packaging, and provides custom contract packaging services in four well-maintained and equipped plants in Elmira. Our customers are primarily in the pharmaceutical industry and range from regional to international in scope. We provide a comprehensive program of competitive wages, health insurance, retirement, and 401(k) plans.