Customer Account Coordinator

JOB SUMMARY/PURPOSE

Customer Service is the direct link between the end use customer and the Magris Talc internal customers such as sales representatives, finance, warehouses, and plant production personnel.

KEY TASKS AND RESPONSIBILITIES

• Fully supports the location health, safety, environmental and quality programs by participating in their implementation and enforcement as well and Company programs and policies.

• Essential for processing customer orders, understanding and communicating customer needs to internal and external customers.

• Receives orders for product by mail, telephone, fax, email or personally from customers or Company employees acting on the customer’s behalf.

• Informs customer of unit prices, shipping date, anticipated delays, and any additional information needed by the customer.

• Prepares order form and verifies all customer order information, including, but not limited to, price, freight, and packaging.

• Provides necessary documentation to location personnel for proper production, packaging, and shipment of ordered product.

• Coordinates, or assists with the coordination of, all truck and rail transportation/distribution activities, as applicable, to insure cost-effective delivery of product to customers.

• Process Export customer orders – Ensure the needs for products to customer outside of the US and Canada in terms of the technical aspects of the products required, the timing that the product is needed in, and the packaging requirements of the customer.

• Maintains up-to-date customer services records, including any customer-specific instructions and/or order information.

• Prepares reports related to the transportation and customer service functions, as required.

• Provides information on product orders or transportation-related matters to customers, claimants, rail or truck carriers, employees, and sales representatives.

• Assists in investigation of damage claims involving transportation of finished products and/or crude and makes recommendations for corrective action.

• Works closely with Corporate Distribution group, and location operations and quality-assurance personnel to identify and resolve problems related to transportation and customer service activities.

• Participates in corrective action teams on distribution and customer service matters and implements recommended plan of action in areas of responsibility.

• Maintains courteous, professional relationships with customer representatives, transportation suppliers, Company sales and operations personnel, and other members of the Customer Service and Distribution teams.

• Demonstrates service behaviors, such as following through on customer commitments, paying attention to details, knowing customer-specific information, showing a willingness to help, seeking continuous improvement, and initiating actions to prevent or handle problems.

OTHER IMPORTANT FUNCTIONS

• Customer rush orders – coordinate with production and logistics to obtain and deliver the proper product in an acceptable time frame for the customer.

• Shipment delays – monitor and communicate transportation delays to internal and external customers. Offer customers options for obtaining product from other Magris resources during delays. (Warehouse, distributor, alternate production facilities)

• Participates in corrective action teams on Logistics and customer service matters and implements recommended plans of action in areas of responsibility.

• Works closely with Corporate Logistics Group to identify and resolve problems related to transportation and customer service activities.

• Production delays – monitor and communicate production delays to internal and external customers. Offer customers options for obtaining product from other Magris resources during delays. (Warehouse, distributor, alternate production facilities)

• Assist in investigation of damage claims involving transportation of finished products and/or crude and makes recommendations for corrective action.

• Credit holds – resolve credit holds internally with finance and sales when possible or turn issue over to finance for legitimate credit issues.

• Quality issues – Receive quality complaints and initiate the proper company response including re-supply, credit, investigation, etc.…

• Product rationalization – Use customer order patterns and needs to identify non-standard, non-economic product offerings and eliminate them. This also requires good knowledge of production processes and offset product offerings and to contact sales for offset product.

• Customer rationalization - Use customer order patterns and needs to identify low volume / margin customers and direct them to Magris distributors.

• Back up replacement for Customer Service Supervisor tasks when away.

JOB SPECIFICATIONS

Education and Experience requirements:

• Inventory Management knowledge

• Production process knowledge

• Truck and rail logistical knowledge

• ERP Proficiency

Knowledge, skills, abilities, and other characteristics:

• Data entry accuracy

• Time Management

• Good communication skills

• Organizational skills, record maintenance, Microsoft Office and excel