Customer Account Specialist at Polo Custom Products – Topeka, Kansas

POSITION SUMMARY

The Customer Account Specialist role is an integral part of our Sales & Marketing team, dedicated to providing exceptional support to external customers, Division Managers, Sales Operations Manager, Director of Sales and Marketing, and fellow Customer Account Specialists. This position plays a pivotal role in maintaining strong customer relationships and facilitating effective communication across departments.

ESSENTIAL FUNCTIONS (Primary accountability for specific functions and results)

1. Embodiment of Corporate Culture: Demonstrate Polo’s corporate culture as a positive role model in all interactions and communications.
2. Effective Communication Hub: Serve as a liaison between customers, sales, sales representatives, procurement, manufacturing plants, and management, ensuring timely and professional communication.
3. Order Management: Handle customer order verification, entry, confirmation, tracking, changes, and expediting to ensure seamless customer experience.
4. Profitability Management: Employ strategies to ensure the profitability of the existing customer base, including inventory analysis, raw material cost management, and facilitating Engineering Change Notices.
5. Customer Relationship Management: Cultivate positive customer relationships, manage product updates and changes, and collaborate with Project Engineers and Division Managers.
6. Cross-Training and Collaboration: Foster a comprehensive understanding of Polo’s business by cross-training with other divisions and departments.
7. Data Analysis and Reporting: Generate and analyze reports, such as the Customer Aging Order Report, to drive informed decision-making and proactive solutions.
8. Document Management: Maintain electronic and paper documents and files related to both company and customer information.
9. Customer Support: Process customer requests, including complaints, returns, quotations, and samples, while delivering exceptional customer service.
10. Site Visits: Occasional travel to manufacturing facilities and customer sites to enhance engagement and relationships.

ADDITIONAL RESPONSIBILITIES (Not essential & could be performed by others, if necessary)

1. Strategic Focus: Assist managers with key customers, explore improvements in current processes, and manage routine accounts.
2. Managerial Assistance: Support managers in travel bookings and itineraries.
3. Flexibility and Adaptability: Be prepared to undertake other duties as assigned.
4. Supply Chain: Partners with managers and other internal stakeholders to assist with finding solutions to raw material constraints.

DIMENSIONS OF AUTHORITY

Positions that report to this position:

N/A

Limits of authority to change subordinates’ salaries, job assignments, operating policies, etc.:

N/A

Limits of capital expenditure authority:

N/A

Other limits to authority:

N/A

POSITION REQUIREMENTS

To perform at a proficient level and to be fully qualified, a person would be expected to have:

Education:

(minimum required)

Associate’s degree/2 years of college required. Bachelor’s degree preferred.

Experience:

(minimum required)

1-2 years in a customer service role (business-to-business sales or manufacturing environment preferred).

Licenses/Certifications:

(minimum required)

Enter licenses/certifications.

Knowledge/Skills/Abilities (minimum required):

Physical Requirements:

Work Environment: