Customer Service Acct Specialists
Standard Register - West Sacramento, CA

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SUMMARY: The Customer Service Account Specialist is responsible for managing the relationship between SRC and the customer. The primary objectives are to coordinate between Sales and Operations the new account set-up, provide ongoing customer support to meet expectations and identify opportunities to improve processes to gain efficiencies.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:
  • Inventory Management Process: the proves of obtaining base stock quotes, ordering stock, monitoring stock levels and addressing base stock quality. · Change Request Process: the process of communicating and implementing customer's requested project changes including pricing. · Pricing Process: the process of loading and updating pricing as needed after the customer is sold and completing mid-year and annual reviews. · Quoting Process: the process of providing price quotes as requested from the customer after the account is sold. · Daily Account Management Process: the process of communicating with the plant, customer and sales regarding project specific information on a daily basis. · Reporting Process: the process of designing and presenting clustomer specific reports based on contractual turn-time. · Customer Relationship Process (knowledge): the process of understanding the customer's business in order to clearly identify further opportunities to leverage solutions as well as facilitate the customer's daily requirements (account growth). Take action on incremental growth opportunities. · Invoicing Process: the process of understanding and communicating the customer's invoicing requirements to ensure the desired output. · Success Measurement Process: the process of reviewing the SBU products and performance to effectively facilitate Customer Service goals and objectives. · Systems Process: the process of managing input into the SRC Legacy Systems. · Communications Process: the process of interacting with clients via conference calls, meetings, and face-to-face presentations at locations appropriate for the client. · Problem Resolution Process: the process of identifying and resolving quality issues. · Process Improvement: the process of using Six Sigma tools to identify areas of opportunity and changing processes to improve efficiency, effectiveness and account profitability. · Account Implementation Process: the process of implementing a new account and changes into the system. · Production Process: the process of ensuring production has the resources, data and specifications to produce the jobs.
QUALIFICATIONS: BA/BS degree preferred, or equivalent education plus relevant work experience and continuous pattern of learning. Examples of successful account management in a service related business. Excellent organizational/time management skills, strong attention to detail and the proven ability to manage process improvements, utilizing tools such as TQM, MBO and Six Sigma. Experience with conflict resolution and problem solving. Excellent written/oral communication and relationship building skills. Proven ability to interface with all levels of an organization. Ability to grasp technical solutions and understand system linkages, i.e. order entry, databases, billing, etc. Ability to manage in a changing environment. Ability to deliver feedback and drive accountability. Ability to influence in a team environment. Strong understanding of print media products and fulfillment. Ability to work extra hours, or be available via phone on an as needed basis, per customer or project requirements. Ability to travel as needed.

Standard Register - 15 months ago - save job - block