This onsite position located at one of our plant locations involves overseeing customer relationships, delivery processes, and addressing customer support requirements. Serving as the main point of contact at the plant for customers, this position is dedicated to upholding the utmost customer success and service standards. It is essential for this role to guarantee that Nelson Global sustains the highest levels of customer satisfaction, safeguarding the interests of all operations and overarching business goals. The incumbent will play a pivotal role in key decisions related to the daily management of orders for assigned customer accounts.
Primary accountabilities include providing first class customer service to our internal and external customers, developing professional working relationships with external and internal customers, handling all customer inquiries regarding order status or complaint resolution, receiving/reviewing customer forecasts/orders, managing order activities within customer assigned portals if applicable, assisting account managers with activities related to SKU management, ensuring that issues are resolved both promptly and thoroughly, partnering with operations to resolve any reported quality or on-time delivery issues, reviewing incoming Purchase Orders for accuracy of pricing, lead time, terms, sold-to, ship-to, customer part number, etc., for manual orders, processing order in Enterprise Resource Planning (ERP) system, for Electronic Data Interchange (EDI) orders, managing order demand through ERP designated error file, when order/forecast does not meet quoted terms working with customer to correct, if unable to resolve on your own escalating to the assigned Account Manager, working with finance on ERP-related pricing updates, negotiating requested order changes with operations and the customer, approving or rejecting expedited freight charges using internal approval process and leading customer communication/negotiation, reconciling any invoice deductions and resolving pricing issues with the accounting department, and other duties as assigned.
Required behaviors include being a team player, working well as a member of a group, being dedicated, devoted to a task or purpose with loyalty or integrity, flexibility, inspired to perform well when granted the ability to set your own schedule and goals, and the ability to make an impact, inspired to perform well by the ability to contribute to the success of a project or the organization.
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