Develops and maintains business relationship with customers. Oversees and participates in customer related visits and functions.
Provides coordination of all local and remote resources necessary to satisfy the needs of the customer; serves as the contractual owner being completely familiar with all contractual and regulatory requirements of the customer.
Coordinates with operations to optimize due date compliance and maximize profitability.
Monitors the financial status of each specified customer.
Ensures Customer Service Team is meeting the targets for performance on turn time, invoicing and other performance measures as developed.
Participates in the development and analysis of Customer Service measures of performance (MOPs).
Manages Trade Working Capital (TWC) by the continual reduction of shipped-not-invoiced and aged work-in-progress measures of performance.
Ensures all contractual or agreed to reports are provided to customers in a timely manner.
Exercises authority in hiring, training, career development, performance appraisal, salary adjustments, promotion, discipline, health, safety and the general employee relations of direct reports.
Participates as a member of the management team(s), assisting with the development and realization of strategic plans, budgets, goals and outcomes.
Performs duties outlined in the managed Customer Service job descriptions, including acting as a liaison between customers and operations regarding contractual requirements, status of work, pricing, scheduling and shipping; assisting with the settlement of customer complaints; and reviewing and coordinating all contract/transaction work for the business unit/market segment to ensure adherence to the contract/agreement.
Observes and reports any issues or concerns in support of the company-wide quality, environmental and Safety Management System [SMS] policies.
Carries out special projects as assigned.
Strong financial acumen; prior experience with budgets & financial statements.
Strong planning, organizational, analytical, decision making and problem solving skills while demonstrating situational awareness.
Team leadership skills; ability to lead teams in a matrix environment (without direct reporting responsibility).
Competent working in a culturally diverse environment with a demonstrated sensitivity to other cultural norms and practices.
A thorough knowledge of company instructions.
Strong verbal and written communication skills as well as presentation skills.
Experience building strong working relations with customers.
Self motivated with the ability to motivate others.
Working knowledge of PC’s in the current company operating system environment including Microsoft Office and MS Project.
Ability to travel to customer locations to establish and/or maintain a good working relationship.