ROLE PURPOSE/ POSITION SUMMARY

The Customer Account Representative (CAR)- serves as a direct liaison between Customers, Sales Representatives & various MSI Departments assisting in processing orders, handling complaints, solving billing issues as well as other customer inquiries. To be an advocate for our customers with the goal of providing the highest service level possible. The CAR applies advanced skills to the position to maintain and improve customer relationships. Key leadership to customer relationship. Duties and tasks reflect substantial variety and complexity. Assignments are broad in nature and generally require originality or ingenuity and works with minimal supervision

KEY ACCOUNTABILITIES/PRIMARY DUTIES & RESPONSIBILITIES

• Process orders received via Fax, EDI, email & verify pricing and shipping dates within 24 hours after po receipt.

• Preparing job files and project specifications for internal processing and manufacturing for specific customer assigned.

• Responsible for ensuring customer reports and information are communicated to customer.

• Report inventory and reconcile inventory information to customers and resolve discrepancies – either through their internal systems or otherwise

• Interfacing into customer reporting systems (i.e. SAP, Oracle for scheduling, production, -most times by lot control), shipping, receiving and managing procurement of customer owned raw materials for specific customer assigned

• Participates in material planning process

• Track order fulfillment & communicate shorts to our customers with information on when product will be available

• Work with the Accounting Department to resolve credit issues & to release orders

• Process PO change requests, returns & samples.

• Handle customer issues & complaints by referring the issue to the appropriate department & logging them onto the system. Follow up to resolution.

• Communicate with Sales, Supply Chain, Production, Logistics & Warehousing on a regular basis to ensure our customer’s needs are met

• Assist in new product launches, collaborate with Commercialization team and site team to meet with timelines and other targets

• Organize work to meet deadlines.

• Performs other duties as assigned.