Account Management Specialist
Job Purpose
The role will manage customer accounts - both domestic accounts in NA and exporting of carbon black product to other regions of the world, interacting with Sales, Supply Chain, and Manufacturing on a regular basis to ensure efficient management of accounts.
Job Context & Major Challenges
This role is customer-facing and requires strong customer-centric skills as well as the ability to switch between domestic and export order processing. Whether the task entails taking an order, expediting a shipment or tracking product to another region of the world, this role depends on multiple internal stakeholders such as manufacturing, sales, supply chain, global colleagues and freight forwarders to be successful; the ability to work well with others is critical. Being able to understand the issues and implement the right solution to support the customer can be a challenge. Finally, a successful domestic/export AMS requires extreme accuracy, attention to detail, and time management.
Job Function
- Process Orders - Receives, processes, and administers orders for both domestic & export
- Coordinate with Supply Chain - Create and/or review export documentation for accuracy and completion. Coordinate information flow with Supply Chain for timely Export bookings. Coordinate plant ship dates and vessel sailing dates to ensure shipments move as required.
- Track shipments - Work with Supply Chain and domestic carriers to obtain status on delivery to customers. Escalate when necessary.
- Customer Communications - Receive and respond to inquiries from customers. Inform when shipments are delayed or availability dates have changed. Frequent & timely follow-up is required.
- Maintain customer information - Updates and maintains sources of customer information in SAP/SFDC.
Requirements
- Team Player
- Passion for helping customers
- Strong problem-solving skills
- Attention to detail is critical
- Effective oral and written communications skills
- Advanced computer skills (SAP, SFDC, MS Office: Excel, Word & PowerPoint).
- Desire to learn other areas of company
Related Education and Experience
- Bachelor’s degree in a STEM-related major
- Export experience preferred
- Quick learner
- Time management skills
- Communication / interpersonal skills
Misc. Requirements
Occasional (1-3x/yr) to visit plants and customers.