Customer Account Specialist

Job Summary:

• The primary duties of the Customer Account Specialist are directly related to the management of [Company]  customer’s business and the business of maximizing [Company] profits.  A high level of commitment to teamwork, coordinated purposeful action and independent judgment are the responsibilities of this position.  The Customer Account Specialists are responsible for making decisions to best utilize the equipment and inventory at the plants to effectively fill the customer’s orders at the bet cost position for the company.  This position is the front line for customer interaction and account management.  The Customer Account Specialist is a highly motivated individual, working within a high-performance work team.  Maintains focus within team on company’s primary value – “Customer Excellence as Our Priority”.

Basic Position Purposes:

• Develop relationships to influence and drive sales of National Gypsum Company products and services.
• Establish National Gypsum Company as the industry leader in dedicated resources to support all customer channels.
• Manage and monitor allocation of volume to customers assigned to assure position of market share and opportunity for growth.
• Analyze and report on root cause analysis to minimize and reduce costs.
• Take ownership; build team unity and effectiveness as a member of a high-performance work team to deliver expected results to customers and National Gypsum Company management.
• Empowered to make decisions for customers/plants for best utilization of equipment and inventory.
• Increase inside selling result targets to contribute to company’s market share and value objective.

Major Job Responsibilities (not all inclusive):

• Establish and maintain effective/credible relationships with customers by consistently providing expected results for order management.
• Manage assigned customer accounts in conjunction with sales representative to maintain/grow market share.
• Create action plan with external sales team to meet established goals and objectives for volume and market share.
• Proactively secure orders and determine profitability, in conjunction with plants, for placement of orders to meet customer’s requirements for order fulfillment.
• Evaluate, approve and process quality complaints up to $300.
• Evaluate cost effectiveness of shipments outside primary plant area.
• Update on an annual basis the customer master, eCommerce information to ensure and order profile templates to ensure accuracy of data.
• Gather and disseminate pertinent price and market information to Area Manager/Regional Marketing Manager group.
• Research and eliminate pricing errors by ascertaining root cause.
• In-depth knowledge of Supply Chain concepts, management of inventory, utilization of production screens, minimum/maximum inventory levels for specialty products at plants to ensure order fulfillment for customers is met.
• Evaluate credit history and accept orders within credit limit for “low risk” customers.
• Maximize plant capacity and shipments by monitoring plant footage daily.

Major Problem Solving Challenges:

• Coordinate with plants/demand/logistics to ensure correct product mix, availability of carriers, ability to meet pricing requests to aggressively secure orders and maximize profits.
• Develop relationships with unsold accounts in concert with Area Manager and Sales Representative to enhance market share/profitability.
• Anticipate changing demands and initiate appropriate action.
• Identify and push for solutions in which all parties benefit.

Qualifications:

• Undergraduate degree preferred.
• Three to five years of customer experience.
• Outgoing personality with strong organizational and time management skills.
• Resilient, persistent and dedicated sales skills conducted predominantly by phone.
• Proficient in Windows Operating Systems, Excel, Word and Outlook.
• Knowledge of supply chain functions helpful, but not necessary.
• Bi-lingual skills beneficial, but not required.