Client Relations Specialist

2 weeks ago

Lancaster, Pennsylvania, United States Tristarr Recruiting Full time
Job Overview

A reputable manufacturing firm is in search of a Customer Service Representative/Account Manager to join their dedicated team.

The Customer Service Representative plays a crucial role in collaborating with the sales department and overseeing all sales and customer service functions for designated accounts. This position ensures that all accounts receive optimal service, including accurate order entry, confirmed shipping timelines, customer engagement, sales opportunity assessments, and overall client satisfaction. The representative will also work closely with various departments such as Production, Operations, Engineering, Shipping, Planning, Sales, Quality, Pricing Analysis, Accounting, and the Executive Team to communicate significant customer or market developments.

Key Responsibilities:

  • Accurately process customer orders and facilitate their progression through production and shipping to meet delivery commitments.
  • Achieve or surpass assigned performance metrics for accounts.
  • Contribute to the attainment of annual performance targets.
  • Manage all critical account activities, including order entry (manual or EDI), price validation, expedites, tracking, invoicing, and scorecard management.
  • Update CRM with essential contacts, key information, and market insights.
  • Handle specification review requests and the quote process, including tracking win/loss metrics.
  • Address returns, rejected materials, or quality issues.
  • Resolve debit/credit discrepancies and invoices in collaboration with the pricing analyst.
  • Identify and pursue new opportunities with both existing and prospective accounts.
  • Provide updates on key accounts for monthly S&OP and 12-month forecasting.
  • Act as the Voice of the Customer across all departments.
  • Participate in scheduled internal and customer meetings.
  • Support key customer engagements, including travel to corporate headquarters or manufacturing sites.
  • Develop and maintain relationships with multiple levels within client organizations.

Travel Requirements:

  • Minimal travel (< 5%) for conferences or training.

Qualifications:

  • Preferred Bachelor's Degree.
  • Alternatively, substantial Customer Service or Inside Sales experience with a solid understanding of Customer Service principles, or a minimum of 5 years in a comparable role.
  • Experience in a manufacturing setting is advantageous.
  • Strong organizational skills, ability to prioritize tasks, and attention to detail.
  • Excellent interpersonal, customer service, listening, and presentation abilities.
  • Proficient in Microsoft Office, with strong typing skills and internet navigation capabilities.
  • Demonstrated proficiency in organizational, administrative, and documentation processes, with a proven ability to manage multiple tasks effectively.
  • Familiarity with ERP systems is preferred.

This position offers a full-time opportunity with a centrally located organization.

Compensation: Competitive hourly rate plus benefits including PTO, 401K matching, health insurance, dental and vision coverage, flexible spending accounts, health savings accounts, tuition reimbursement, and disability insurance.

Work Schedule: Monday through Friday, 8:00 AM to 5:00 PM.

Dress Code: Business casual.

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