Customer Account Specialist

Job Title

Provide assigned customer accounts with the best possible customer experience and service in relation to order management activities, general requests, problem solving, and communication. Manage customer orders from receipt of order through cash application, ensuring prompt resolution of any issues which may arise from the time the order is placed through the date of invoice, as well as actively managing any on-going logistics maintenance.

Build positive and effective relationships with customers, external contacts (transportation/logistics, brokers) and internal contacts (sales, credit, quality, plants). Analyze each situation as needed and take appropriate action to meet customer needs. Coordinate actions with internal and external contacts. Determine the best method to resolve problems to ensure customer satisfaction and adherence to the organization's policies. Support sales as needed, including generating customer reports.

Job Duties and Responsibilities:

Order Handling

• Consistently monitor SAP for new Electronic Database Interchange (EDI orders and review, and enter any non-EDI customer orders accurately into SAP, within deadlines, and with an awareness of special customer requirements
• Utilize tools including the CSR Dashboard and various reports to maximum order flow (e.g., incomplete order report, orders with shipping past due report, and orders shipped not invoiced report)
• Take ownership and monitor orders through the system from order to release to shipment to any follow-up actions
• Review and edit orders for correct pricing and promotions, sail schedule adherence on LTL loads, pallet load, correctness, and proper ship locations sourcing
• Navigate multiple systems during the order management process
• Process all invoice corrections and credit memos as needed

Account Management

• Provide customer accounts and internal/external contacts with the best possible customer experience and customer service, often functioning as the customers' central point of contact and liaison to DFA
• Facilitate conversations between sales/brokers, transportation, production schedulers/plant employees, customers, and other affected individuals to review, coordinate, and/or resolve change requests, time frame issues, or logistics issues such as shortages, transportation, and product availability
• Confer with the sales managers and brokers to resolve any order price discrepancies prior to invoicing
• Coordinate the return of unwanted or damaged customer products including obtaining proper authorization for said returns
• Clear all supported and resolvable deductions immediately
• Provide the customer with proactive communication regarding order status, logistics issues, and action plans to meet expectations for order delivery. Ensure the sales team and other stakeholders are aligned and informed
• Assist in researching and identifying root cause analysis around account specific issues
• Solicit information regarding forecasted needs from customers as requested

Collaboration

• Work closely with plants on production schedule to meet customer demands
• Build positive and effective relationships with internal/external contacts (plants, sales, credit, customers); learn about their processes, requirements, etc., in order to provide exceptional account support
• Collaborate with peers to determine best solutions to support overall customer service needs
• Coordinate with credit and master data departments on customer setup and maintenance
• Update and maintain customer documents or files using internal recordkeeping systems
• Cross-train and provide back-up assistance to others in the department
• The requirements herein are intended to describe the general nature and level of work performed by employee, but is not a complete list of responsibilities, duties, and skills required. Other duties may be assigned as required