Customer Service Account Specialist

CCL Industries Inc.; Strongsville (OH); On-site; USD 42,000 - 60,000; Full time

Job summary

CCL Industries Inc. seeks a Customer Account Representative to manage day-to-day activities for automotive key accounts. You will be the primary contact for customers, handling orders, forecasts, and VMI while ensuring on-time delivery and top-tier service.

You will coordinate with commercial, supply chain and logistics teams to drive improvements, maintain scorecards, and support ISO/TS compliant operations. Bilingual Spanish is a plus and ERP experience is expected.

Qualifications

• Bachelor’s Degree in a related field with 2+ years of Customer Service in manufacturing preferred.
• We will consider an Associate’s Degree with 3+ years of Customer Service or 5+ years of supply chain experience in lieu of a degree.

Responsibilities

• Support all aspects of service to the customer.
• Receive and process Purchase/Sales Orders and forecasts.
• Own the Customer VMI system and on-time delivery ratings.
• Monitor customer portals daily and respond to needs.
• Be the point of contact for internal teams (commercial, supply chain, logistics).
• Collaborate with Scheduling, Purchasing, Demand Planning and Logistics.
• Work with Sales and Quoting teams to support initiatives.
• Drive improvements to reduce backlog and improve delivery performance.

Skills

Communication skills

ERP systems

EDI knowledge

MS Office/Excel

Automotive industry knowledge

Multitasking

Spanish (optional)

Data analysis

Scorecards

Education

Bachelor’s degree

Associate’s degree

Tools

ERP software (Oracle/BAAN/SAP/QAD)

Job description

This position will be responsible for managing the day-to-day activities of Key Accounts that are in the Automotive market. The Customer Account Representative will be the point of contact for the customer and will assist in any customer needs (i.e. incoming orders, demand analysis, on-time delivery, scorecard relations). To provide timely, attentive, and positive service to the customer and make sure that their needs are met in a matter that reflects positively on the company.

Job Summary & Requirements

Duties/Responsibilities:

• Support all aspects of service to the customer.
• Receive and process Purchase/Sales Orders and customer forecasts.
• Day-to-day ownership of the Customer VMI (Vendor Managed Inventory) System and Customer on-time delivery ratings.
• Monitor customer portals on a daily basis and according to customer needs.
• Point person for all customer account communication to the internal commercial, supply chain and logistics departments.
• Strategic liaison with others in Supply Chain department, daily interaction with Scheduling, Purchasing, Demand Planning and Logistics.
• Work with Division Commercial Sales team and quoting team.
• Initiate and implement initiatives which improve customer service and responsiveness.
• Position KPIs impacted: Delivery Performance, Monthly Backlog, Continuous Improvement
• Comply with corporate requirements of ISO 14001 and IATF 16949 automotive standards along with the Quality Management Systems.
• Other duties as assigned.

Required Skills/Abilities:

• Ability to provide professionalism, patience and a people-first attitude.
• Knowledge of Customer Supplier Portals or other Electronic Data Interchange (EDI) methods with an understanding of customer / supplier Cum’s, ASN, forecast data, etc. is preferred.
• Experience an ERP software, such as Oracle, BAAN, or SAP. QAD preferred.
• Maintain customer scorecards while driving on-time deliveries.
• Ability to multi-task and drive actions to completion under strict deadlines.
• Demonstrate clear written and verbal communication skills. Bilingual (Spanish) is a plus.
• Demonstrate good problem solving and decision-making capabilities.
• Experience using the Microsoft Office Suite including Word, Excel, PowerPoint, and Outlook. Above average Excel skills and the ability to analyze data a plus
• Knowledge of the Automotive Industry as a Tier 1 and Tier 2 supplier.
• Strong self-starter who can articulate effectively to management and peers to bring about effective change.
• Working conditions include a normal office environment.

Education and Experience:

• Bachelor’s Degree (Ideally) with a minimum of 2 years’ Customer Service experience in a manufacturing environment, preferred.
• We will consider an Associate’s Degree and a minimum of 3 years of Customer Service experience or a minimum of 5 years of supply chain experience in lieu of a degree.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.

CCLprovides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment.All qualified applicants will receive consideration for employmentwithout regard to race, color, religion, age, sex, national origin, disability status, genetics,protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.