Manager - Client Service -Acupac Business Dev. Salary SGA

About the role

The Manager, Client Services oversees the team delivering exceptional client service for established customers. They work closely with the kdc/one commercial team, Project Managers, and counterparts in R&D, QC/QA, Production, and Warehouse departments to ensure smooth order processing and problem resolution.

Responsibilities

• Builds a talented and motivated team of client service representatives/managers through hiring, developing, training, and managing the team.
• Promotes a safe working environment and adheres to health, safety, and environmental procedures, company safety rules, GMP’s, SOP’s.
• Maintains and assigns accounts to the client services team members and handles key accounts as needed.
• Serves as a point of escalation for customer issues, developing action plans and leveraging site leadership to find solutions that minimize customer impact.
• Drives “one company” client services by leveraging sites’ knowledge and experience with new customers and assures new customers are met with similar experience from site to site.
• Develops, implements, and maintains service level standards focused on reducing response times and providing high customer satisfaction.
• Ensures that clerical and administrative daily operations remain productive and consistent with those interacting departments.
• Oversees customer complaints while supporting team members to resolve issues in a timely manner for their respective accounts.
• Receives and responds to inquiries from other departments regarding customers and reconciles any issues affecting customer satisfaction.
• Establishes, maintains, tracks, and reports data and monthly KPI’s to management for the client services department and on specific accounts.
• Generates monthly KPI’s tracking customer inventory, OTIF, and creates root cause analysis when not on target.
• Ensures continuous improvement of processes, systems, and communication to drive superior customer service ratings.
• Partners with the commercial organization to develop and implement customer support agreements and ensures adherence to contracts once agreements are in place.
• Supports commercial hyper-care calls by providing project overviews and site focuses for specific clients.
• Works closely with the Director of Supply Chain to ensure liabilities, inventory, planning, and overall OTIF are optimal.
• Works with purchasing and customers when a customer PO is placed out of lead time and needs to be expedited.
• Attends Weekly Operations meetings to review open sales orders and sales order maintenance.
• Ensures follow-up with finished goods that are past due, in QC-status, provides reasons and resolutions to report back to the customer.
• Ensures billing accuracy and works with Accounts Receivable to bill for storage, re-testing, testing, double setups.
• Captures and coordinates any customer complaints/returns, issue credits, and instructions for reworks.
• Works with finance on customer liabilities, including pushouts, cancellations, or decreases.

Requirements

• Bachelor’s degree in Business Administration (B.B.A.), Science of Business Administration (B.S.B.A.) or in a related field.
• A minimum of 7+ years’ Client Service role experience in Consumer Products; preferably in cosmetics process manufacturing or an FDA regulated industry.
• Prior supervisory experience.
• Advanced knowledge in QAD or other comparable ERP/MRP systems.
• Advanced reporting, designing, and data analytic skills.
• Strong math skills: addition, subtraction, multiplication, and division.
• Advanced PC Knowledge i.e. MS Office Suite (Excel, Word, Outlook).
• Ability to lead, think strategically, set, and achieve objectives, and influence organizational change.
• Strong time-management, organizational, planning, people, and leadership skills.
• Strong English communications skills: speaking, reading, and writing.
• Ability to communicate clearly and thoroughly with Management and personnel and interpersonal relationships with employees at all levels.
• Demonstrated sense of urgency in achieving goals, contributing to business objectives, and responding to company needs.
• Self-Management and Good time-management skills display initiative, effort, excellent organizational and planning skills, and commitment towards completing assignments in a timely manner.
• Problem-solving: Identifies options for solving a problem and evaluates the strengths and weaknesses.