Customer Service Advisor

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Grow and maintain strategic accounts through customer interaction and technical expertise.
• Serve as a primary point of contact for assigned customers.
• Organize and host regular business reviews and on-site customer visits.
• Align, monitor and present on Sharp/Customer KPI’s.
• Influence customer decision-making through exceptional communication skills.
• Support to drive issue resolution affecting project execution, scheduled production and/or product shipments.
• Cross-Functional Collaboration
  • Function as a bridge between customers, sales, operations, quality, supply chain and all other supporting functions.
  • Lead internal teams to ensure customer satisfaction and commercial OTIF.
  • Collaborate with internal Sharp and external customer teams to enhance partnerships.
  • Ensure alignment with internal groups regarding customer production needs.
  • Collaborate with internal Sharp and external customer teams as required to ensure alignment and progress specific customer activities and/or initiatives.
  • Establish connection and collaborate, as applicable, with associates in all Sharp divisions executing activities for assigned customers.
• Service & Process Improvement
  • Identify new opportunities within strategic accounts and share customer-related intelligence with BD group to identify for further development.
  • Share product ordering trends and identify customer needs for assigned accounts.
  • Identify and recommend service offerings and/or solutions based on customer needs.
  • Identify and implement process improvements for efficiency and quality.
  • Support customers with sample design, packaging, and process changes.
• Project & Account Management
  • Coordinate and lead (or attend in support of CSS) weekly customer meetings to support OMS and internal teams related to open order status, forecast changes/trends, pending customer supplied materials/documents, open or pending change management, open NCR’s/Quality concerns, etc., to ensure alignment with actions and priorities.
  • Create and manage project plans and budgets for “mini projects” not managed through PMO.
  • Issue timely meeting notes/status updates to stakeholders.
  • Maintain and share high-level project status reports, whether leading or supporting the change or project.
  • Lead post-project reviews to capture lessons learned.
• Administrative & Communication Tasks
  • Ensure customer requests/needs for information are received by appropriate internal teams to ensure timely completion of request.
  • (i.e., Compliance questions/document requests, audit scheduling, quality/operational questions, etc.)
  • Collaborate with internal customer team to maintain current customer contact lists and meeting cadence.
  • Communicate customer insights and needs within appropriate Sharp functions to ensure the customer voice is heard.
  • Document and communicate the current and future state of each customers book of business.
  • Ensure consistent and effective use of communication tools and processes, including use of Sharp and/or customer portals/business applications identification, alignment and support as applicable by requirement.

  QUALIFICATIONS

  • Ability to communicate clearly, influence without authority, and work across disciplines.
  • Strong language skills for reading, writing, and presenting information.
  • Superb coordination, management and attention to detail.
  • Timely and courteous communication.
  • Solution Oriented.
  • Ability to juggle multiple tasks and timelines.

  SUPERVISORY RESPONSIBILITIES

  • There are no direct supervisory responsibilities for this role.
  • Senior level colleagues may be asked to assist in training new hires during onboarding and/or mentor and support departmental and/or client facing team members, encouraging professional development and collaboration.