Job Details

Customer Account Specialist

Company: Rieke LLC

Primary Location: 8200 Innovation Campus Way West, New Albany, OH 43054 USA

Employment Type: Salaried | Full-Time

Function: Customer Service

Equal Opportunity Employer Minorities/Women/Veterans/Disabled
Main Duties & Responsibilities
The Customer Account Specialist is the central point of contact for external Customers and the Rieke organization. They are the Voice of Rieke. The Specialist is self-motivated, self-directed and will excel at the responsibilities outlined below. The Customer Account Specialist takes the lead on customer purchase orders and initiatives for each assigned account and communicates customer-specific expectations with cross department resources (i.e engineering, production and quality). This will include order management, standard quoting, logistics/supply chain, and invoicing for each unique customer. The Customer Account Specialist ensures the infrastructure is in place with meeting preferably exceeding the customer expectations. This position requires the ability to resolve difficult and complex issues and to work with cross-functional departments.

Serves as primary point of contact with existing key accounts, assigned territories, or market channels.
Works with accounts from placement of order through delivery
Communicates with customer via calls/emails to handle requests, orders, provide information, or process complaints.
Enter demand into Intercompany facilities around the globe.
Manages customer POs from input through delivery/invoicing.
Coordinate bookings with logistics forwarders
Works with scheduling teams to ensure all production orders are aligned with customer requirements
Input accurate dates for backlog within 24-48 hours
Provide freight quotation to customer
Creates and send proforma invoices
Attend weekly customer meetings or calls, if applicable
Maintain weekly open orders reports, if applicable
Maintain customer portals, if applicable
Manage and replenish stock programs and weekly inventory sheets, if applicable
Pricing, standard quoting, new item coordination and sample needs
Works with customer directly on quoting projects within scope of standard products
Coordinates with Engineering & Technical Sales Specialist on drawing requests and new part setup
Ensure customer part numbers and item specifications are accurately entered into the ERP system
Enters sample orders, pre-production orders, and tooling orders
Support color matching and artwork requirements & approval
Support processing of decorated products
Works closely with outside sales team to understand trends and identify growth opportunities and upcoming projects.
Enters and manages non-conformance for their customer in a timely manner.Provide and incorporate corrective action plans when necessary.
Issues Return Material Authorizations (RMA) and monitors the RMA process
Works directly with Quality, Engineering, and Finance to close RMAs
Coordinates all internal communication to assigned accounts
Be expert in our system requirements, policies, and procedures as outlined in our quality and business management guidelines
Continuously strive to improve customer relations with prompt efficient service to maximize customer satisfaction while also providing recommendations for new business improvements and streamlined approaches.
Support coworkers in best practices and teamwork toward achieving an exceptional customer experience
Portrays a positive and professional image of the company and self with interacting with customers and colleagues.

QualificationsBachelor's degree preferred or 5 years equivalent experience in like field
2-5 years' experience in Sales, Customer Service, Marketing or Finance preferred
Proficient in CRM systems (D365 or equivalent) with outstanding attention to detail.
Proficient in Microsoft Excel and the Office Suite.
Experience in Syteline or equivalent MRP system a plus
Strong customer focus with the understanding of how you will influence loyalty and customer experience through actions
Demonstrated analytical and project management skills
Excellent communication and customer experience skills
Aptitude for working collaboratively and cooperatively in a team environment.
Continuous Improvement focuses
Demonstrated organizational skills
Demonstrated sense of urgency, flexibility and adaptability
Results driven and understands the link between action and results
Proven ability to multi-task under a fast-paced and sometimes high stressed environment
Willing to meet and exceed customer expectations on a daily basis with willingness to "own" situations as they arise.
Limited travel may be required to establish and maintain customer relationships - less than 5%