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Customer Service/Account Manager

Company Name:
Quest Solutions Group, Inc
General Position Summary
Responsible for the support of 3 to 6 sales reps and the internal account management of their territories, equaling 200 plus accounts or $60 million plus, sold yearly. Accountable for the follow through on all order placement and internal processes, while working closely with other departments to insure timely and accurate responses to the account base; shipment of orders; and receipt of product; with a focus on continuous improvement and a commitment to high quality service and an excellent customer experience.
Essential Job Functions
1. To provide the highest quality service and an excellent customer experience through all means of communication with internal and external customers.
2. Support 3 to 6 sales reps and their territories, as well as some accounts for Sales and Product Management
3. Responsible for the entry of customer orders (200 plus monthly), researching of shipments, moving and transferring of inventory with Products and Regional Sales Management approval between sites and companies, managing consignment and warehouse transfer agreements for approved accounts.
4. Work closely with the products group on PTP orders to insure timely purchase and delivery of customer required materials
5. Confirm / Acknowledge orders when required by the customer
6. Trace rail shipments through Railcar Dashboard and Logistics
7. Maintenance of all customer release/open orders through the Sales Order Dashboard
8. Entry and follow-up of issues in the Case Management system, along with the entry of ISO complaints, when needed, to insure the proper and timely handling of all customer concerns
9. Assist customers with inventory management, along with monitoring the inventory in our sites to insure material availability
10. Initiate packaging requests to support any special account requirements through a Make Direct sales order set-up after products approves the packaging request.
11. Update sales reps on disposition of unresolved orders or issues I.e. credit holds, outstanding research projects, missed shipments
12. Work with credit to avoid delayed shipments where possible or be a liaison between credit and sales with order delay details.
13. Work with the Traffic department to see that orders are shipped in a timely manner and are meeting the customer s requirements
14. Maintain Customer Master information, within the system, to insure all orders specify appropriate and accurate details before shipment occurs.
15. Provide Data Sheets, MSDS, and Regulatory information to the customer upon request
16. Take part in team meetings with a focus on continuous improvement practices within the customer service department and the M. Holland Company.
17. Other duties as assigned
Required Knowledge, Skills, Abilities
Positive and professional attitude
Ability to communicate and listen well
Capable of thinking outside the box seeing the bigger picture
Strong organizational skills
Ability to make decisions when necessary
Able to multi-task in unpredictably fast- paced environment
Self-starter with a take-charge, pro-active attitude
Understanding and working with a sense of urgency
Computer Skills - Excel and Word required
Desired Education and Experience
Bachelor s Degree (or equivalent work experience)
4 years minimum experience in customer service; Lead Role experience a plus
Customer Service experience within a manufacturing or distribution environment a plus

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