Customer Account Representative III

At Libbey, we are MAKERS. No matter what you do at Libbey, you contribute to the making of the finest glass and tabletop products in the world. At Libbey, your valuable impact makes a difference and together we live our legacy while shaping our future to win as one!

LIBBEY: For Makers, By Makers. Since 1818!

Libbey is hiring a Customer Account Representative III to provide superior customer service and order management service to our priority customers within different trade areas on a high-profile level 3 desk. The Customer Account Representative III will be expected to proactively provide customers with all pertinent information related to their order status, including shipping, inventory, credit, and pricing.

RESPONSIBILITIES

• Perform all order management activities, including entry, editing, expediting orders, and resolving pricing discrepancies
• Perform high-level service tracking, reporting, and investigating, including taking ownership on cross-departmental projects related to accounts
• Generate and utilize reporting in Excel, PowerBI, and customer specific portals as needed or requested by customers
• Service higher-level needs of assigned priority or complex accounts, including additional reporting, forecast support, scorecard reporting and monitoring, PDB reporting, and others as requested by Sales or the customer.
• Lead customer-facing meetings as required to provide support and information regarding Case Fill, OTIF, and other service and backorder updates
• Manage open backorders through daily review and coordinate shipping as ware becomes available
• Facilitate communication regarding shipments, prepare orders for shipping, build truck loads, assigning carriers and communicate with the Distribution Centers to ensure timely shipments
• Manage the made-to-order item orders, direct shipments, and cash in advance orders per SOPs
• Perform shipping, inventory, and manufacturing verifications on request
• Maintain ongoing interface with Deduction Management, Credit, Pricing, New Product Development, Knowledge Management, National Fulfillment Center (NFC), Logistics and Sales Departments
• Provide research or supporting documentation as requested for Deductions/Chargebacks research
• Maintain best practice processes that support OTIF and Case Fill service level targets
• Provide prompt telephone and email response to all incoming customer requests
• Manage customer price inquiries, including entering price requests into the CPQ/NPD system (or other appropriate means approved by the Pricing Department)
• Proactively provide customers with all necessary status reports including, order confirmations, backorder, and inventory reports
• Handle customer complaints effectively, courteously, and expeditiously
• Identify quick response needs, and exercise good judgment in ensuring customer needs are met - this will involve knowledge of Libbey's customer base and internal organization structures
• Ability to navigate the JDE order management system, and to learn new program applications as required with training
• Lead, influence and empower the organization to fulfill our purpose (living our legacy, shaping our future and winning as one)
• Cultivate a diverse and inclusive culture where associates can thrive, make us better and fuel ideas/innovations to ensure our long-term success

REQUIREMENTS & QUALIFICATIONS

• High School Diploma or GED required; Associate or Bachelor's Degree preferred
• 4-6 years of relevant experience
• Previous sales and customer experience desired
• Superior telephone communication and computer skills
• Ability to work an off-shift as required, to provide national time zone coverage

COMPETENCIES FOR SUCCESS

• Take Control: ask for the direction and support you need to attain mastery of your objectives and ownership of your professional development.
• Be Engaged & Committed: lean in to learn, engage, and contribute, resulting in increased performance and personal satisfaction from your work.
• Be Accountable: hold yourself responsible for achieving your goals and successfully executing against the organizations initiatives.
• Continuous Improvement Mindset: Act with curiosity, proactively identifying and implementing changes to enhance work processes and outcomes. Consistently seek opportunities to improve efficiency, quality, and overall effectiveness.

Libbey is an Equal Employment Opportunity ("EEO") Employer.

We are committed to an inclusive workplace, free of harassment and discrimination.