The Right Staff

Bi-Lingual Account Manager

Dec 27, 2012
Jan 26, 2013
Employment Status
Full Time
Primary Objective of Position
Receive Purchase Orders directly from customers and Sales, conduct contract reviews, research customer histories and use the Business System to create Sales Orders. Generate Work Orders for Manufacturing to build product in compliance with customer requirements using best business practices. Manage all aspects of ongoing customer relationships on a daily basis with goals of customer satisfaction, on-time delivery, zero defects and profitable repeat business.

Major Areas of Accountability
1. Conduct contract review - quote to customer Purchase Order, obtaining resolution when there are discrepancies, with a goal of an enterable PO
2. Sales Order entry and order acknowledgement (goal -within 24 hours of PO receipt); account maintenance; accurately enter and maintain Sales Orders, account and pricing information/history within Business System to initiate and furnish prompt re-quotes
3. Schedule upcoming work by appropriate work center capacities and material availability; monitor WIP, machine downtime, and work closely with Vendor Relations to monitor daily material requirements; assure accurate, timely information for scheduling decisions; interface with Pre-Production concerning scheduling issues to identify schedule changes, create contingency plans, and coordinate with customers to meet their requirements
4. Manage Finished Goods; build per contracted agreement for accounts of responsibility; track and manage inventory for timely shipment or claims submission and resolution per contracted agreement
5. Manage work load report daily; facilitate Work Order progression and resolve delays; contact customer on delayed shipment; resolve CS-caused no-runs immediately
6. Prepare New Part Forms and ECOs required by customers, Engineering and Programming; send proofs to customers
7. Track and monitor progress on material testing and facilitate material changeovers
8. Interface with Sales on a daily basis to research existing customer accounts, discuss new customer developments and clarify understanding of customer prints, new designs and pricing
9. Work closely with Finance to resolve invoicing and collection problems
10. Coordinate with Quality Assurance staff on certification of new products including PPAP, 1st Articles, and all customer quality concerns
11. Be the voice of the customer using Customer Concern Report (CCR) for the documentation and implementation of customer corrective actions; initiate and oversee CCR to a timely completion (within 30 days), and the required customer communication follow-up; process returned goods (RGAs) and initiate corrective actions (RGA and CCR process may be used in parallel)

12. Project involvement; participate in continuous improvement projects related to customer account management, Customer Service processes or inter-company improvements
13. Work hours are primarily day shift with flexibility required to fill some 2nd shift hours
14. Other duties/tasks as apparent or assigned

Required Knowledge, Skills, Abilities
1. Must have and maintain a complete understanding of Business System, product application, construction, configuration options and change methods for all products offered by St. Paul labels or ID Concepts
2. Be an expert on all aspects of customer accounts regarding contracted agreement quote to Purchase Order, inventory agreements, manufacturing, label design, invoicing, quality requirements, packaging, shipping and pricing; assume ownership of customer accounts and markets
3. Business knowledge; product flow, raw material inventory, finished goods, Work Order and Sales Order management
4. Maintain knowledge of each phase of label production through ongoing training; maintain an ability to perform and improve on changing methods and procedures through continued training
5. Complete understanding of formal problem-solving processes and quality policies and procedures; resolve complex and ongoing customer concerns utilizing formal quality and problem-solving processes in a team-o

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