Acts as the primary point of contact with International Paper’s customers and is entrusted to ensure that our customers receive world-class customer experience.
Entrusted as a key member of the site’s team to meet or exceed customer expectations and business objectives.
Mastery of Customer Account Specialist accountabilities including:
Convert customer purchase orders to manufacturing production orders.
Ensure raw materials and tooling are ordered to support production.
Communicate, professionally and respectfully, with internal and external customers regarding issues such as order status, estimates/quotations, order changes and order confirmations.
Monitor and manage customer inventory levels.
Investigate and resolve order discrepancies, customer quality complaints, overdue accounts receivable, and aged inventory.
Establish strong relationships and communicate daily with representatives from operations, shipping, and maintenance to stay abreast of plant activities that could impact customer order fulfillment.
Demonstrate a thorough understanding of plant specific manufacturing capabilities.
Coordinate with representatives from the design, sales, pricing, and operations department to manage the implementation of new customer items.
Demonstrates a solid understanding of the business objectives, goals and values of International Paper.
Make daily decisions that maximize customer satisfaction and plant capacity balancing.
Solve problems with technical and business acumen, poise, and a sense of urgency.
Build strong relationships with customer contacts to establish and maintain International Paper’s competitive advantage of providing customers with world-class customer experience.
Establish, manage, and enforce correct order unitization.
Demonstrate a solid understanding of International Paper’s pricing models including variable contributions levels.
Demonstrate the ability to coordinate warehoused items using basic manufacturing skills such as replenishment ordering and FIFO (first in – first out).
Routinely assess and report possible obsolescence concerns of aged inventory.
Participate in the plant’s NPI (non-price improvement) initiatives especially in the areas of aged inventory, trailer utilization, and operational efficiencies.
Provide data reporting of orders, sales, and inventory to plant management, sales teams, and customers, as requested.
Create and manage customer-specific reporting requirements such as daily status updates, order prioritization, MSF delivery, OTD (on-time delivery), and warehoused inventory status.
Coordinate the efforts of internal and external vendors to ensure the correct tooling, artwork, and CADs (computer-aided design) are approved by the customer and provided to the manufacturing team.
Consistently demonstrate exceptional administrative, organizational and communication skills.
Observe and report on plant management and sales team’s noteworthy customer concerns or trends.
Participate in production meetings to ensure that orders are tracked from receipt of roll-stock to final delivery to ensure all production steps and shipping plans satisfy commitment made to customer.
Research and resolve customer order discrepancies to include customer credits or debits, quality concerns, make-up orders, and returned/reworked items.
Ensure customer price lists are accurate and updated when required.
Research and address discrepancies on weekly Accounts Receivable Reporting to ensure correct pricing and timely payments maintained.
Work independently with minimal oversight.
Provide forecasts for plant management and sales teams based on customer input and/or historical trends.
Provide quality assurance checks on technical specifications used for quoting new business.
Communicates customer expectations and requests to scheduling, manufacturing, and shipping departments.
