Customer Service Key Account Specialist (Manufacturing)

Job Description

As a Customer Service Key Account Specialist at Schaefer Plastics, you’ll ensure client satisfaction and maintain strong relationships with large Tier 1 key accounts. Strong communication, problem-solving, and organizational skills are essential for success in this role.

Description of responsibilities:

Client Relationship Management: Cultivate robust relationships with key account clients. Understand their needs and ensure satisfaction with products or services.

Effective Communication: Serve as the primary point of contact for key accounts. Address inquiries, concerns, and requests promptly and effectively.

Issue Resolution: Proactively identify and resolve customer issues or complaints. Maintain positive relationships to ensure customer retention.

Coordination and Collaboration: Collaborate with internal teams (sales, manufacturing) to address client needs, implement solutions, and optimize processes.

Account Maintenance: Manage account information, contracts, and agreements. Ensure accuracy and compliance with company policies and regulations.

Customer Advocacy: Champion the needs and priorities of key account clients within the organization. Ensure alignment and support.

Sales Support: Assist throughout the sales process for key accounts. Prepare quotes, process orders, and coordinate with other departments.

Liaison Role: Act as a bridge between key accounts and internal departments at Schaefer Plastics. Coordinate with marketing (customized artwork), manufacturing (work orders), and shipping (delivery).

Reporting and Accountability: Track and report on account activity (sales, receivables, warranty claims, returns). Maintain detailed records and provide regular reports to management.

Essential Skills:

Strong communication, problem-solving, and organizational abilities.

Accountable for every stage from “RFQ” to an “on-time delivered order.”

Process RFQs from Sales, Customers, and Key Accounts quickly and accurately.

Thoroughly and efficiently gather customer information and order requirements.

Manage and maintain relationships with Key Accounts, ensuring their needs and expectations are met.

Process all orders with detailed precision while adhering to processes/SOP.

Liaise with customers to create and approve all customized artwork.

Process accurate work orders to manufacturing and monitor customer deadlines.

Liaise with shipping to ensure on-time delivery.

Communicate all aspects of order details and progress with customers, sales, and Key Accounts.

Professionally handle incoming customer requests and ensure issues are resolved promptly and thoroughly.

Provide quality service and support to customers, sales, internal departments, and Key Accounts.

Responsible but not limited to all customer activity within your designated territory: past due receivables, warranty claims, credit processing, and return merchandise

Qualification Requirements:

Experience managing large Tier 1 Accounts

5+ years’ experience in customer service/ outside sales support required.

Microsoft Office Suite proficiency, especially Excel, is required

Highly developed sense of integrity and commitment to customer satisfaction

Demonstrated passion for excellence with respect to treating and caring for customers.

Ability to communicate clearly and professionally, both verbally and in writing

Strong decision-making and analytical abilities.

Strong detail orientation and communication/listening skills.

Proven ability to multi-task effectively while maintaining accuracy.

Possess a strong work ethic and team player mentality.

Willingness to work a flexible schedule and occasional overtime when needed.

Previous experience within a manufacturing environment is a plus.