Every day, our 50,000 team members combine practical innovations and rigorous execution in about 320 operating and business facilities across North America, South America, Europe and Asia to deliver products and services that answer unique local needs. We expect to win as a company and lead the industry by achieving success together with our customers, employees and investors.
The Account Specialist is responsible for the management of assigned customer accounts and being able to make decisions to manage these accounts in the most cost effective and efficient way that not only affects customers, but includes the mill operations, transportation, inventory and warehousing. This requires developing relationships with customers, evaluating customer needs and formulating plans to manage the customer’s order to cash experience for an enterprise wide, multi-mill operations system.
On-Time Shipment, Customer Satisfaction, Inventory Age & Turns, Order Accuracy, Load Optimization and Excess Freight Reduction.
How you will impact WestRock:
The Account Specialist will communicate with customers, sales, transportation, mills, technical associates, claims, billing and credit departments. The position will provide account management and maintain master file data, handle trials, load optimization, delivery tracking and creating/maintaining reporting to customers.
The primary responsibilities of the Account Specialist position are:
Responsible for enterprise wide product knowledge and corresponding mill standards and be able to make determinations of how to match with the customer’s requirements and business needs
Maintain open and direct communication with customers to ensure a complete understanding of their needs and requirements
Proactively identify issues that may inhibit customer satisfaction
Process orders received from customers and sales team on a timely basis, using various technology applications
Transportation mode planning for excess freight reduction
Manage customer specific inventory to minimize aged inventory
Provide prompt communication to the customer and sales rep regarding existing challenges in meeting requested ship dates
Track orders and initiate changes per customer or sales requests to ensure on-time delivery
Analyze inventory levels and make decisions to fill orders from inventory to best improve delivery time and manage to the lowest inventory levels. Also ensure customers are moving product as agreed
Act as a liaison between customers, Production Planning and logistics throughout the order-to-cash cycle
Proactively manage exceptions and be able to use discretion and influence to mitigate cost to serve
Provide market intelligence to the business by visiting customers to develop relationships and become educated on the needs of their business
Work both independently and with the business unit team to manage customer needs
Participate in a collaborative, cross-functional Sales Planning process; measuring and developing actionable improvement plans for key performance metrics
Provide short term plan adjustments as necessary in response to unexpected events
Develop and maintain a relationship with customers to ensure product availability and zero stock-outs of critical SKU's
Track and reconcile weekly/monthly metrics versus established targets
Utilize data from various sources for optimal decision making
Advise on and implement process improvements
Bachelor’s degree – preferably in one of the following disciplines: business, supply chain, or industrial engineer
Around 10 years’ experience in customer service, account relationship and order management
Strong problem solving and verbal skills with ability to communicate with all levels including Executive and Senior management.
High level proficiency in MS Excel
Ability to work with cross functional team partners to resolve issues to maintain customer satisfaction
Work proactively to complete all tasks timely, accurately, and completely
Experience to anticipate customer requirements and integrate requirements into supply chain practices; strong customer focus
Self-motivated and eager to take on new challenges
Excellent written and oral communication skills in both English and Mandarin