Customer Service Specialist

Graphic Packaging International; Lainate; Presencial; EUR 32.000 - 45.000; Jornada completa

Descripción de la vacante

Graphic Packaging International is seeking an Account Manager to oversee customer service activities in Lombardy. You will manage orders, coordinate with production, planning, and logistics to ensure timely delivery and accurate data across systems.

Responsibilities include maintaining master data, pricing verification, and supporting sales with KPI and reporting. A strong understanding of Excel and ERP usage will be essential.

Formación

• Experience in a customer services environment.
• Strong IT skills, including Excel.
• Excellent numeracy and literacy.
• Ability to meet strict deadlines in a fast-paced manufacturing setting.

Responsabilidades

• Develop effective relationships with customer contacts.
• Enter customer orders into the ERP / business management system.
• Verify sales prices against price lists and contracts.
• Coordinate delivery schedules with Production, Planning and Logistics.
• Support Sales with reports and KPI data.
• Maintain accurate customer master data.
• Act as interface between customers, Sales, Operations, Planning, Logistics and Quality.

Conocimientos

Customer service experience

Numeracy and literacy

Herramientas

Excel

Descripción del empleo

To provide effective communication and co-ordination for the administration and day-to-day control of allocated business within the customer service team. Managing our customer’s expectations and delivering customer satisfaction.

SPECIFIC RESPONSIBILITIES

Key Objectives

• Develop an effective working relationship with all of our relevant customer contacts.
• Manage internal and external expectation at all times with effective communication delivering customer satisfaction.
• Continually update and interpret customer needs, forecast and confirm orders to allow the business to effectively manage procurement and capacity planning to maximise commercial opportunity whilst accurately maintaining all aspects of order handling data management.
• Interpret and translate commercial requests and requirements with speed and accuracy.
• Manage stock rotation in line with customer agreements and the needs of the business.
• Resolve invoice queries in conjunction with the Accounts Team.
• Achieve customer delivery requirements in the most cost effective way.
• Support Sales Managers with business development and integration needs.

Account Management

• Review on daily basis your customers’ portfolio of on ongoing requirements against the business.
• Receive customer purchase orders and accurately enter orders into the ERP/business management system.
• Verify sales prices against approved price lists and contractual agreements before order confirmation.
• Liaise with the Sales Team regarding pricing discrepancies, quotations, special pricing requests and customer commercial conditions.
• Manage customer delivery requirements and coordinate delivery schedules with Production, Planning and Logistics teams to ensure on-time delivery.
• Coordinate the development and implementation of new artwork, graphics and packaging specifications in collaboration with customers, Sales, Design and Operations teams.
• Support the Sales Team by preparing customer reports, sales analysis, KPI reports, stock reports and other business information as required.
• Manage customer requests related to product certifications, declarations, compliance documents and quality documentation, ensuring timely responses.
• Monitor order status and proactively communicate updates, potential delays and corrective actions to customers.
• Maintain accurate customer master data, pricing information and product specifications within company systems.
• Act as the key interface between Customers, Sales, Operations, Planning, Logistics and Quality departments.
• Review your tentative and actual order program and report key changes.
• Plan out your customers on going forecasted requirements or develop a method of working with the customer to allow you to facilitate this for the benefit of the long-term vision of planning and manufacturing.

PERFORMANCE INDICATORS

• Maintain a high standard of account administration following the Company’s ISO90000/90001 procedures
• Work with your customer and Sales Manager on delivering your Key Deliverables and report back on Key Business KPI’s
• Review on a daily basis OTIF performance for your account portfolio and team where required.
• Record, monitor and improve forecasting and board ordering liability with customers

Accounting :

• Inventory reconciliations, raw materials, finished goods & WIP
• Prepare, receive, and track invoices; liaise with external accountants or finance providers.
• Act as a first level support to our external accounting team regarding:
• Invoice reconciliation
• Monitor and store hard copies of documentation required by regulation
• Ensuring compliance with SOX (including Blackline monthly preparation of balance sheet reconciliations)

General Services:

• Manage daily office operations, supplies, equipment, and service providers.

SKILLS/QUALS

• Previous experience working within a Customer Services environment
• Excellent IT skills (inc Excel)
• Excellent standard of numeracy and literacy
• Ability to work under strict deadlines and targets, preferably in a fast paced manufacturing environment

INTERPERSONAL SKILLS

• Excellent communication skills essential, ability to understand clear written and verbal instructions.
• Good understanding of procedures and processes.
• Highly responsible, reliable and flexible with a strong work ethic
• Quality and safety conscious
• Punctual, presentable and with good attendance