Account Representative - US

National Accounts Fiber Coordinator I (Account Representative)

Shift Hours: 7am-4pm. 8 hrs per day Monday Friday with occasional opportunities for overtime afterhours and on the weekends if the business has a need. HR Hybrid Role: Currently in the office 3 days per week, every other week. However, if there is additional need to work from the office, or the schedule changes, the candidate must have flexibility to report to the office as needed. Interviews will be required.

Key Skills:

• Excellent computer skills: Role requires heavy use of MS Office including Outlook, Excel, Word and PowerPoint
• Detail oriented and organized
• Experience with data entry and database programs
• Experience in a high-volume customer service or support environment
• Problem solving skills
• Adaptable to change

Job Summary:

The National Accounts Fiber Coordinator is responsible for managing the movement of recyclable materials generated through the production process originating from external distribution centers and other National Account facilities to internal mills as well as external customers. This role is focused on high volume, single product transactions with 90% shipments via trucks and 10% or less via rail and export. The Fiber Coordinator schedules pickups weekly as per allocations provided by sales team. This position serves as the first point of contact for suppliers and customers to satisfy their needs and expectations in a manner that builds strong business rapport and customer trust and confidence and liaisons between the sales team, suppliers, customers, logistics and accounting, providing overall customer service and support to all capabilities.

Major Job Responsibilities:

• Business Excellence
• Receive and process routine supplier and customer orders, inquiries and/or concerns regarding shipments of recyclable materials.
• Manage weekly allocations for recyclable commodities, schedule and monitor movement with logistics and customers to ensure timely pickups and deliveries.
• Works with supply team to ensure proper mill inventories are maintained.
• Adapt to changing market conditions which can result in changes to load schedules.
• Manage quality and safety exceptions with sense of urgency upon notification to minimize cost.
• Ensure accurate and timely payments to suppliers and invoices to customers, maintain documentation in CieTrade system.
• Respond to inquiries timely, review discrepancies and research data, as necessary.
• Maintain account profile data of supplier and customer contact information, scheduling requirements, commodities and any other pertinent account information in Book of Business notes and update as changes occur.
• Responsible for meeting weekly metrics set by management to ensure all loads are being maintained and managed accordingly.
• People and Culture
• Effectively and clearly communicate with all stakeholders to provide the highest level of customer service.
• Develop and nurture positive and collaborative relationships with all internal and external capabilities such as Logistics, Accounting and Sales.
• Liaison between Sales Team, Supplier and Customer, communicating and facilitating resolution on all pertinent issues.
• Build and maintain relationships with assigned accounts and proactively monitor activity to continuously ensure that all counterparty information is current in system and submit changes to the Master Data team for updates.
• Assist with Onboarding of new accounts by collaborating with Sales Team and Master Data Team as necessary to set up new supply points in system and add to weekly allocation file, as necessary.
• Aid suppliers, customer and carriers with payment and invoice inquiries and discrepancies by working with and through accounts payable and accounts receivable departments as necessary
• Work in conjunction with other departments and locations to resolve disputes in a timely fashion
• Assist with training of new hires
• Participate in in-house continuing education to further knowledge and skills

Experience:

• Entry level position with no prior experience in recycle necessary.

Education:

• Required: High School diploma
• Preferred: BA/BS or equivalent experience in a high-volume customer service or support environment

Technical Skills:

• Microsoft Office Intermediate or higher proficiency in Excel, Outlook, PowerPoint, Word
• Typing High Proficiency
• Strong ability to learn new systems.

Critical Skills:

• Communication Skills
• Detail oriented and organized with ability to coordinate changes with schedules and carriers in a timely manner.
• Adaptable to Change
• Customer Orientation
• Big Picture Thinker
• Creativity
• Collaboration/Teamwork
• Problem Solving
• Results Driven
• Persuasiveness
• Ethics & Integrity