Customer Account Representative

Customer Account Representative

The Customer Account Representative will serve as the primary, day-to-day contact for a specific, key customer base. He/she must cultivate a strong relationship with their customers to drive sales, customer confidence, and manage the entire order-to-cash process for their accounts. This also role works closely with the order management and logistics teams to identify and implement supply chain solutions.

The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, geographical location, and internal equity. At ND Paper, it is not typical for an individual to be hired at the high end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.

ND Paper is a leading manufacturer of high-quality pulp, paper, and packaging products in the United States, generating over half a billion dollars in annual sales. As a wholly owned subsidiary of Nine Dragons Paper (Holdings) Limited the largest containerboard producer in the world ND Paper is part of a global network committed to excellence and innovation. With two integrated pulp and paper mills in Rumford, Maine and Biron, Wisconsin, a packaging plant in Sturtevant, Wisconsin, and two sheeting facilities in Langhorne, Pennsylvania and Fairmont, West Virginia, the ND Paper family produces nearly one million tons of products annually. Our 1,100 dedicated employees are the heart of our operations, and we are committed to fostering positive work environments where individuals can advance and thrive. At ND Paper, we are investing in our future, and that starts with our staff.

Key Responsibilities & Expected Results:

• Develop and maintain effective relationships with our customers; be the primary customer contact point for all needs and questions regarding ND orders
• Partner with planning and scheduling, logistics, sales and marketing, and finance departments to manage all day-to-day customer-facing activities and issue resolution, including: quoting manufacturing dates, verifying inventory availability, processing orders, tracking and expediting orders for delivery, ordering product samples, setting up new customer accounts and new product SKU's, resending order documents, etc.
• Utilize multiple systems and tools to consolidate information and provide regular, proactive, order status updates to customers
• Maintain a positive customer experience by finding customized solutions to meet unique needs throughout the order lifecycle.
• Develop and maintain strong relationships within the customer service team, check teammates orders for accuracy, back-up teammates when needed
• Research customer complaints, settle customer disputes and process corrective actions, including returns for customers, mill errors, and warehouse issues. Process debit and credit requests.
• Collaborate with sales partners on strategies to attain sales goals, respond to sales inquiries
• Create and maintain customer-specific reports as required for key accounts
• Partner with Sales, OM and Operations teams to meet company goals and objectives.

Key Performance Indicators (KPI's)

• Customer satisfaction and retention
• Order entry and processing accuracy
• Timely response to customer inquiries and requests
• On-time resolution of customer issues and complaints
• Quote and order turnaround time
• Accuracy and completeness of customer account information
• Effective communication and follow-up with customers and internal departments
• Timely communication of order status, changes, delays, and other customer-impacting information
• Accuracy of pricing, specifications, and order documentation
• Support of sales and account management objectives
• Maintenance of strong customer relationships

Qualifications and Skills

• Business or related degree from an accredited post-secondary school or sufficient, relevant work experience.
• Strong customer service skills and the ability to build rapport with customers, sales representatives and teammates.
• Effective handling of large volumes of data and the capacity to multitask and manage time constraints.
• An ability to work independently and resolve issues with minimal guidance or supervision.
• Proven ability to work in a fast-paced team environment with changing business needs.
• Experience in SAP is a plus. Working knowledge of Microsoft Excel preferred.

Technical Skills

• Proficiency in Microsoft Office Suite, particularly Excel, Word, and Outlook
• Experience using SAP for order management.
• Ability to accurately enter and maintain customer and order information in company systems
• Knowledge of order processing, quoting, pricing, invoicing, and account management processes
• Ability to interpret customer specifications, purchase orders, and order requirements
• Strong data entry skills with a high level of accuracy and attention to detail
• Ability to track orders, identify discrepancies, and research order-related issues
• Ability to generate and maintain reports, spreadsheets, and account documentation

Core Competencies

• Customer Service & Relationship Management
• Communication
• Attention to Detail & Accuracy
• Problem Solving & Decision Making
• Organization & Time Management
• Teamwork & Collaboration

Success Profile (What Great Looks Like)

• Customer-focused with a strong commitment to providing exceptional service
• Highly organized and able to manage multiple priorities and deadlines
• Detail-oriented with a strong focus on accuracy
• Clear, professional, and effective communicator
• Proactive problem solver who takes ownership of customer needs
• Collaborative team player who works effectively across departments
• Adaptable and comfortable working in a fast-paced environment
• Builds and maintains strong, professional customer relationships

Working Conditions

• Primarily office-based within a manufacturing facility.
• Requires prolonged periods of sitting and working at a computer.
• May be exposed to typical manufacturing environment conditions like loud noise of machinery.
• May occasionally require extended hours or schedule adjustments based on customer and business needs.

Attributes for Success

• Hard work tackle each task with determination, passion and creativity; the willingness to put in whatever effort is required to successfully complete the job at hand.
• Pursuit of Excellence strive to consistently exceed expectations in our day-to-day work and outperform our competitors in the marketplace, regarding work and company achievements as a collaborative goal with the desire to go above and beyond.
• Integrity - treat the company and teammates with upmost respect, operating on strong moral codes to drive company values and culture.
• Sense of Urgency drive forward each day with speed, agility, and flexibility to capture unrealized opportunities and avoid potential risks for the business.
• Entrepreneurial Spirit act like an owner, challenging the status quo, asking the right questions, and actively seeking ways to innovate and improve.
• Adaptability be fluid with ND Paper's continuous evolution while driving change in a fast-paced environment, equipped with the ability to acclimate quickly.
• Servant Leadership set an example by implementing meaningful leadership with heart, empathy, foresight and stewardship.

ND Paper Benefits

We offer a comprehensive benefits package that includes:

• Medical, dental, and vision insurance as well as voluntary benefits such as accident insurance, hospital indemnity, and critical illness for you and your family.
• Financial protection benefits, including life insurance, disability insurance, and business travel accident insurance.
• Tax advantaged accounts such as Healthcare and Dependent Care Flexible Spending Account (FSA).
• Paid holidays, personal days, and vacation days to support work-life balance.
• A 401K retirement plan with a company match and annual fixed contribution
• Wellness programs with incentives and an on-site clinic available at our Rumford and Biron location.

Enjoy competitive salaries, comprehensive health benefits, and paid time off. Discover more about our benefits and how we support our team.