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Customer Account Representative
Job
Libbey
Toledo, OH (In Person)
Full-Time
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Job Description
Libbey is hiring a Customer Account Representative III to provide superior customer service and order management service to our priority customers within different trade areas on a high-profile level 3 desk. The Customer Account Representative III will be expected to proactively provide customers with all pertinent information related to their order status, including shipping, inventory, credit, and pricing.
RESPONSIBILITIES
- Perform all order management activities, including entry, editing, expediting orders, and resolving pricing discrepancies
- Perform high-level service tracking, reporting, and investigating, including taking ownership on cross-departmental projects related to accounts
- Generate and utilize reporting in Excel, PowerBI, and customer specific portals as needed or requested by customers
- Service higher-level needs of assigned priority or complex accounts, including additional reporting, forecast support, scorecard reporting and monitoring, PDB reporting, and others as requested by Sales or the customer.
- Lead customer-facing meetings as required to provide support and information regarding Case Fill, OTIF, and other service and backorder updates
- Manage open backorders through daily review and coordinate shipping as ware becomes available
- Facilitate communication regarding shipments, prepare orders for shipping, build truck loads, assigning carriers and communicate with the Distribution Centers to ensure timely shipments
- Manage the made-to-order item orders, direct shipments, and cash in advance orders per SOPs
- Perform shipping, inventory, and manufacturing verifications on request
- Maintain ongoing interface with Deduction Management, Credit, Pricing, New Product Development, Knowledge Management, National Fulfillment Center (NFC), Logistics and Sales Departments
- Provide research or supporting documentation as requested for Deductions/Chargebacks research
- Maintain best practice processes that support OTIF and Case Fill service level targets
- Provide prompt telephone and email response to all incoming customer requests
- Manage customer price inquiries, including entering price requests into the CPQ/NPD system (or other appropriate means approved by the Pricing Department)
- Proactively provide customers with all necessary status reports including, order confirmations, backorder, and inventory reports
- Handle customer complaints effectively, courteously, and expeditiously
- Identify quick response needs, and exercise good judgment in ensuring customer needs are met - this will involve knowledge of Libbey's customer base and internal organization structures
- Ability to navigate the JDE order management system, and to learn new program applications as required with training
- Lead, influence and empower the organization to fulfill our purpose (living our legacy, shaping our future and winning as one)