Customer Account Specialist

Job Summary/Purpose

Customer Account Specialists are the central point of contact between Magris Talc and external customers. They manage a portfolio of customer accounts, act as liaisons with internal teams, and ensure timely follow-up communication with customers.

Key Tasks And Responsibilities

• Process customer orders, ensuring understanding of technical aspects, timing, and packaging requirements.
• Process import customer orders for European products into the United States, including technical aspects, timing, and packaging requirements.
• Process non-talc customer orders, ensuring understanding of technical aspects, timing, and packaging requirements.
• Schedule production by integrating customer orders into the production unit's plan, requiring knowledge of processes, schedules, capacities, and capabilities.
• Provide necessary documents to internal and external customers for order fulfillment, including order follow-up, new customer credit information, customer pricing, list price quotations, and initial request for debit/credit processing.
• Handle change orders and cancel orders, coordinating with freight forwarders, logistics, and production/warehouse facilities.
• Coordinate shipments, reconcile inventory, and handle applicable charges at external warehouses for both imported talc and non-talc products.
• Participate in operations planning meetings, support safety functions, engage in customer visits, and assist in internal and external audits.
• Develop reports to improve processing and tracking of daily orders.
• Maintain up-to-date customer records, ensuring accuracy of data input for order processing.
• Coordinate with production and logistics to obtain and deliver proper product in an acceptable time frame for rush orders.
• Monitor and communicate transportation delays to customers, offering alternatives if necessary.
• Resolve credit holds internally when possible, or escalate to finance for legitimate credit issues.
• Initiate the proper company response to quality complaints, including re-supply.

Education And Experience Requirements

• 5+ years related experience and/or training; or equivalent combination of education and experience required.
• Associate or bachelor’s degree preferred.
• Production process knowledge, inventory management knowledge, and truck/rail logistics knowledge preferred.

Other Important Functions

• Builds and maintains customer relationships.
• Participates in corrective action teams on logistics and customer service matters and implements recommended plans of action in areas of responsibility.
• Works closely with Logistics Group to identify and resolve problems related to transportation and customer service activities.
• Assists in investigation of damage claims involving transportation of finished products and/or crude and makes recommendations for corrective action.