Customer Account Specialist

Ravago Manufacturing Americas; Twinsburg (OH); On-site; USD 35,000 - 50,000; Full time

Job summary

Ravago Manufacturing Americas is seeking a dedicated customer service professional in Twinsburg, Ohio. This role focuses on delivering top-tier customer service by fulfilling customer requirements, processing orders, and supporting the sales team. You will also maintain customer pricing and ensure timely communication regarding orders.

The ideal candidate has a high school diploma, experience with ERP systems, and strong organizational skills. An opportunity to grow within a supportive team environment awaits you.

Qualifications

• Customer service experience with strong attention to detail.
• Must have end-user knowledge of ERP Systems.
• Ability to work independently and in a team.

Responsibilities

• Process customer orders and requests.
• Maintain and update customer pricing sheets.
• Handle customer complaints and provide ongoing communication.

Skills

Attention to detail

Customer service

Multitasking

Data analysis

Education

High school diploma or equivalent

Tools

M365 Office Suite

Customer Management Systems

Job description

Objective / Purpose

The purpose of this role is to deliver top tier customer service by anticipating and fulfilling customer requirements and supporting the outside sales team. This role is responsible for managing day to day customer needs, processing orders, coordinating with internal teams, and acting as an extension of the sales team. This position requires attention to detail, product and customer knowledge and excellent service.

Areas of Responsibility / Tasks

• Process customer orders, drop ships and requests
• Provide product information, pricing and availability to customer
• Proactively reach out to customers to inform on material delays, new opportunities, and to resolve issues
• Ensure customer specifications are met with each order
• Maintain and update all customer pricing including monthly price sheets
• Handle customer complaints and properly escalated as needed. Provide ongoing communication to the customer regarding state of resolution.
• Schedule carriers for customer orders
• Coordinate with outside warehouses to ensure customer orders are shipped on time and in full in accordance with customer

Requirements

• Receive and upload bill of lading documents – engaging in ongoing follow up with warehouses to ensure documents are received timely for invoicing purposes
• Answer incoming phone calls

Sales Support

• Enter monthly price sheets
• Prepare reports for upcoming customer visits
• Provide ongoing gap analysis related to volume and profit margin
• Make recommendations to the sales team on potential new business
• Arrange regular profit reports for review by sales
• Assist sales with meeting follow up action items – processing samples, providing quotes, sending product information, etc.
• Process and track samples and follow up with sales team on status
• Work with the purchasing team to update customer forecasts as relayed by sales

Other duties assigned based off business need

Competencies; Knowledge, Skills, Abilities (KSA)

• Knowledge of business processes from operational departments and commercial parts of the business
• Knowledge of legacy systems (functions and capabilities available to users)
• Understanding of departmental expectations for systems being implemented
• Knowledge of business structure
• Demonstrates strong ability to follow current processes and can apply knowledge to assist with process improvement
• Extreme attention to detail and ability to maintain data quality and integrity
• Strong ability to analyze and report on data
• Ability to work efficiently to successfully complete tasks and projects under set deadlines
• Able to work independently, as well as in a team environment
• Ability to maintain sensitive information
• Superior organizing/documentation skills

Minimum Qualifications / Education / Experience / Certifications

• Education: High school diploma or equivalent required
• Experience: End-user knowledge of our ERP System
• Relevant Industry experience - preferred
• Detail oriented with organizational and multitasking skills
• Systems Experience: Working knowledge of M365 Office Suite, Customer Management, and Reporting tools
• Language: Proficiency in English required

Notice To Applicants

Ravago Americas is an equal employment opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, age, sex, religion, national origin, disability, veteran status, citizenship status or marital status. We assure you that your opportunity for employment with this employer depends solely upon your qualifications.