Customer Account Specialist

Job Description

Job Description

Description:

At American Packaging Corporation (APC), you’ll find the packaging career you’ve been looking for. With competitive salaries, excellent benefits, 401(k) plans and tuition reimbursement programs, we nurture our employees while advancing and promoting diversity and inclusion. As the leading flexible packaging converter in North America for over a century, APC’s longstanding success is fueled from the inside out. We’re constantly seeking to improve our internal operations and were named a “Best of the Best” in the Best workplaces in the America’s awards for 12 years in a row. It’s how and why we engage the best and brightest talent to continue propelling our shared success into the future.

Customer Account Specialist

LOCATION: Columbus, WI

SUMMARY: To professionally and effectively communicate with customers and respond to customer requests for order placement, delivery of finished goods, quotations and all other inquires or requested information. To service both the external and internal customer by accurately and efficiently processing information by means of systems and procedures.

REPORTS TO: Customer Service Manager

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Participate in training, embrace concepts of and actively practice the SPOT Safety Program fundamentals to aid American Packaging Corporation’s efforts to achieve a zero-accident rate. 
• Verify purchase order information with customers. 
• Request customer numbers and specification sheets from the appropriate departments as needed. 
• Data entry of information into the AS400/Radius order entry programs (create item numbers, etc.) 
• Identify and collect all information required for creating orders.
• Authorize and provide information for invoicing all graphics related preparation, plate, and cylinder costs. 
• Follow Up with scheduling until acknowledged have ready date is acquired. 
• Distribute order to appropriate departments and send out order acknowledgment to customer. 
• Processing all changes to orders when required. 
• Create shipping releases in AS400/Radius program, make any needed changes, and track open shipments. 
• Track open releases, verify finished goods availability, and notify customer of any quantity deviation. 
• Generate account specific reports including but not limited to inventory of finished goods, raw materials, order status as needed. 
• If applicable, maintain Vendor Managed Inventory programs through weekly reporting to customer. Some programs also require that the customer account specialist place the orders for the customers under specific guidelines set by them.
• Investigate all customer related inquires. Expedite information to customer, sales representative, and/or manufacturing including, but not limited to the processing of price quotations, samples, brochures, or any other pertinent information necessary in obtaining or maintaining new business. 
• Monitor aged inventory and communicate procedures to customers, and APC Sales team to ensure timely pre-billing and/or shipping of aged inventory. 
• Professionally and effectively respond to any and all customer complaints through following procedures:
• I. Retrieve required and appropriate information from customer or sales.
• II. Complete and distribute complaint form to appropriate departments, provide photos to APC’s Quality department, and request samples from the customer. 
• III. Follow up until appropriate disposition of complaint is provided.
• IV. Provide corrective action to customer, ensuring satisfactory resolution.
• Investigate and provide the necessary information to both external and internal customers as may be requested or deemed necessary, which may not be specifically outlined above. 
• Attend and participate in all scheduled meetings (Continuous Quality Improvement, safety, special projects, departmental, etc.). 
• Comply with all company policies and procedures. 
• Business travel (infrequent) may be required.
• Other duties as assigned.

Roto/FPL Specific duties:

• Provide graphics department with order information for artwork processing – entering design validation requirements – some customers may have more complexity/requirements due to how frequently they change and the volume
• Generate final order from AS400/Radius with all required information for sign off by appropriate departments. 
• Complete and supply all necessary components included in Final Order Job Jacket(s). 

Requirements:

QUALIFICATION REQUIREMENTS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Advance degree from accredited college or university, three years related experience and/or training. Will consider an equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, 

common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw 

and interpret bar graphs. Ability to calculate figures and amounts such as discounts, 

interest, proportions, and percentages.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in 

situations where only limited standardization exists. Ability to interpret a variety of 

instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit, and use hands to finger, handle or feel objects, tools or controls. The employee is occasionally required to reach with hands and arms, stand, walk, stoop, kneel, crouch or crawl and climb or balance. The employee is regularly required to hear. The employee must occasionally lift and/or move up to 30 pounds. Any lifting over 30 pounds would require assistance. Specific vision abilities required by this job include close vision, distance vision and the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

American Packaging Corporation is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. American Packaging Corporation will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business. EOE/AA Disability/Veteran.

If you are interested in applying for an employment opportunity and need special assistance or an accommodation to apply for a posted position, please contact our Human Resources department at:

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