Summary
Serves as the primary point of contact after sales for high value and/or complex customers. Manages the order entry process from inception to invoicing. Responsible for the coordination, accuracy, timeliness, and approvals for entering customer orders into G3 order processing system. Works cross functionally with other departments as needed to ensure customer expectations are met. Acts as the liaison between sales, customer, and Operations across the entire Division to provide proper and timely communication. Manages and executes multi-site projects. Makes recommendations and leads initiatives focused on process improvement.
Essential Functions
This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.
* Establishes relationships with customers; works with customers to understand their needs, available to visit customer sites, and facilitates the communication flow with other internal departments.
* Prepares accurate, timely, and detailed estimates for jobs and rework charges on those jobs, and communicate prices to Customer and Sales.
* Participates in the development of customer rates, project budgets and timelines and ensures completion of initiatives within agreed upon budgets and timeframes.
* Ensures customer satisfaction by monitoring product delivery, accurate invoicing, and timely resolution of issues.
* Oversees accurate customer systems set-up including across multiple production sites as needed.
* Creates and tracks multiple revisions of quotations process and ensures all details are addressed, requested and organized accordingly.
* Understands, documents and communicates customer requirements and specifications including quantity, quality, schedule and delivery and any other items of importance to the customer.
* Responsible for accurate collection of data required to facilitate customer orders and supports in communicating updates to customer orders as needed.
* Estimates personnel needs for assigned work and partners to ensure adequate staffing, at times across multiple facilities in order to meet pre-established completion dates and production demands.
* Reviews finished goods inventories to keep them in line with prospective sales while minimizing inventory levels and stock out situations.
* Transmits proofs to customer after production department approval, and manages the timely return of same proofs.
* Schedule jobs to ensure on-time deliveries and maximum production efficiencies and analyze issues related to missed production schedules.
* Partners with operations lead in order to meet customer expectations including coordination of customer site visit and product inspections, etc.
* Manages communication with Sales and operations across the Division to ensure all parties are up to date with status of orders and/or project status.
* Serves as the primary point of contact with customers and provides professional, efficient and effective customer interactions (email, incoming and outgoing phone calls, follow-up communications, responding to requests for information, etc.).
* Communicates manufacturing and scheduling limitations to Sales and customers.
* Communicates daily with internal customers across the divisions and external customers to coordinate delivery of customer needs and acts as a liaison with other departments.
* Follows through on internal and external customer issues to ensure 100% customer satisfaction.
* Responsible for developing, managing and disseminating reports and metrics to customers and suppliers as needed.
* Processes orders utilizing SAP and other internal systems.
* Works cross-functionally to coordinate new product concepts and participates in feasibility meetings to help facilitate idea development and screening throughout.
* Prioritizes product development ideas with customers and presents new product concepts to Senior Management.
* Makes recommendations and leads initiatives focused on process improvement and/or cost savings.
* Provides project performance feedback to Project Managers and team members.
* Deals with difficult customer situations and complaints successfully and in a timely manner.
* Motivates team members to achieve results.
* Maintains satisfactory attendance, to include timeliness.
* Responsible for understanding and complying with applicable quality, environmental and safety regulatory considerations.
Supervisory Responsibilities
* Develops, coaches, and mentors' peers and others.
* If accountable for the work of others, conducts performance evaluations; reviews and communicates salary adjustments; rewards employees or takes disciplinary action, as necessary; addresses complaints and resolves issues.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Minimum Qualifications
* High school diploma or State-issued equivalency.
* Bachelor's degree plus 6 years customer service, account management, logistics, sales &/or operations experience reflecting increasing levels of responsibility; OR Bachelor's degree plus 5 years of G3 customer service, account management, logistics, sales &/or operations experience reflecting increasing levels of responsibility; OR High school diploma or State-issued equivalency and 10 years of customer service, account management, logistics, sales and/or operations experience reflecting increasing levels of responsibility; OR High school diploma or State-issued equivalency and 9 years of G3 customer service, account management, logistics, sales and/or operations experience reflecting increasing levels of responsibility.
* Project Management experience.
* Skilled in Microsoft Office Software.
* Required to travel to company offices, sites, and/or meeting locations for onboarding, training, meetings, and events for development, department needs, and business delivery up to 5% of the time, with or without reasonable accommodation. This may be in addition to travel requirements, if applicable, as listed in this job description.
* Strong oral and written communication skills.
* Experience maintaining professional and cooperative relationships with internal and external customers.
* Experience performing under heavy demands with low error ratio.
* Experience performing detail oriented tasks; recognizing and correcting discrepancies.
Preferred Qualifications
* Bachelor's degree plus 7 years of account management or customer service experience reflecting increasing levels of responsibility.
* Account Management experience.
* Prior work experience in the manufacturing, wine/beverage, packaging &/or logistics industry.
* Experience using systems such as SAP, Radius, etc.
* Experience with Production Management System(s).
* Experience working with all levels and functions within the Company.
* Knowledge of and exposure to manufacturing operations.
* Demonstrated ability to work cross functionally with ability to motivate others to achieve goals.
* Ability to pass the Farnsworth-Munsell 100-Hue Color Vision Test with a score of 75 or below.
* Bilingual (conversational and in writing) in French, Italian or Spanish.
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 frequently required to sit; use hands to finger, handle, feel, talk and hear. The employee is occasionally required to stand, walk and reach with hands and arms. Specific vision abilities required by this job include close vision.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Compensation
- Hiring Salary Range: $ 83,200-$104,000
- Actual compensation amount paid may be lower or higher to be determined by factors other than race and gender such as the education, experience, knowledge, skills and abilities of the applicant, internal equity, and alignment with market data.
Perks & Benefits
- This position includes a competitive benefits package.
- Please clickhereto view our full list of benefits.
G3 Enterprises
$ 83,200-$104,000
Feb 15, 2025