SPECIALIST CUSTOMER SUPPORT

Summary:

The sales support team carries out several functions to ensure that sales account managers can perform their duties more effectively - principally coordination of pre-sale activities (sales materials, samples, quotations) and coordination of Customer new item setup requirements. The Specialist Customer Support is responsible for coordinating, monitoring, and controlling pre-sales activities, new business awards and new item setup activities within our Customer’s systems. This position manages the support of multiple accounts, projects, and tasks in an extremely fast paced environment.  Actively engages Customers and Account Managers to ensure that we are exceeding all customer expectations. Ensures that all processes, systems, and tools are continuously improved to best serve our Customers and the Sales Team. Performs ad hoc support, as needed, or designated by the Director Customer Business to support our Sales Team and Customers.

Essential Duties and Responsibilities:

• Build and maintain strong relationships with Customer accounts by being the passionate and flexible first point of contact.
• Act as a Customer advocate internally to develop business growth.
• Builds productive cross functional relationships with Account Management and internal staff.
• Manages multiple accounts, tasks, and projects in an extremely fast paced environment.
• Ensures on time completion of all projects and tasks with a passion for accuracy, responsiveness, and Customer focus (internal or external).
• Supports all aspects of internal and external account coordination and communication
• Ensures all sales meetings are appropriately supported and planned for seamless execution.
• Activities include Conducting internal sales planning meetings, generation and consolidation of sales materials, coordination of pricing.
• Coordinates cross functionally to prepare samples and mockups to our 100% first time right quality expectation against customer required timelines.
• Works closely with the Graphics team and our customers to ensure artwork is processed to achieve customer expectations for new products and conversions. 
• Manage risks associated with all projects and tasks – ability to elevate risks through the appropriate channel.
• Understands and complies with all unique customer-specific requirements for assigned accounts.
• Provides support to coordination of customer trade shows and special events.
• Provides retail shopping support and completes retail pricing surveys as designated by the Director Customer Business.
• Coordinates cross-functionally to complete all administrative tasks for the Sales Operations team including but not limited to completion of the following forms: NBA’s, Price Quotes, Sample Requests, Conversion Forms, and Customer Specific forms.
• Coordinates cross-functionally to complete all administrative tasks to complete Customer item setup requirements.
• Inter-department and inter-company communication flow/follow up, as designated by the specific project/Customer requirements. Maintains strong line of communication with Sales team.
• Coordinates customer product testing processes and ensures compliance.
• Completes all Customer specific system setup, as required and ensures compliance.
• Provides administrative support, as designated by the Director Customer Business.
• Manages time and priorities accordingly with the organization and accounts needs.
• Ensures the relationship and communication with the customer is smooth effective and realistic given CP2 and customer expectations.
• Updating/managing vendor portals to support new item and conversion launches.
• Self-Starter mentality that is adaptable to changes/influx of heavy workloads

Supervisory Responsibilities:

None

Competencies:

• SAP/ERP experience beneficial. Advanced Excel skills strongly preferred.
• Problem solver – able to creatively generate solutions with internal and external teams.
• Demonstrated team player, with a broad business understanding to include product forecasting and the ability to understand customer margin/profitability data.
• Strong interpersonal skills within all levels of the organization, with the ability to handle a diverse and significant workload. 
• Ability to communicate professionally and concisely both verbally and in writing.
• Persistent in following up to detailed issues to conclusion.

Certificates, Licenses, Registrations:

None 

Travel:

Limited

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

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 regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Education Requirements:

Bachelor’s degree required.  Business or marketing discipline preferred.

Experience Requirements:

1+ years of experience in a sales or marketing environment preferred.  Experience in the Personal Care Products and Health and Beauty Care is preferred.