Strategic Client Services Lead

Kdc One; West End (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

kdc/one Port Jervis is seeking a Client Services Representative to manage and lead assigned customers, coordinate with cross-functional teams, and oversee the order process, forecast, capacity, inventory, and new product introductions. You will measure site and customer KPIs monthly, including attainments, OTIF, inventory, and sales.

The role requires a Bachelor’s degree and at least 3 years in a commercial field, with strong leadership and communication skills and proficiency in manufacturing

Qualifications

• Bachelor’s degree in business administration or equivalent.
• Minimum of three (3) years of experience in a Commercial related field.
• Excellent interpersonal and leadership skills.
• Excellent written and verbal communication skills.
• Ability to negotiate effectively through difficult conversations and escalates issues in a timely manner.
• Skilled in all relevant manufacturing information systems.
• Ability to handle multiple tasks simultaneously in a fast-paced environment.
• Advanced level Microsoft Office Skills (Excel/PowerPoint).

Responsibilities

• Serves as customer relationship owner for all corporate customers, reviewing expectations, challenges, issues with a positive sense of understanding and urgency.
• Escalates customer issues as appropriate within the organization.
• Participates in creating and maintaining customer cost sheets with Finance team.
• Communicates critical information to inter functional departments as outlined by the customer; (R&D, Operations, planning, QA).
• Delivers solutions according to customer needs and objectives, and escalates any issues quickly.
• Maintains active inventory target levels and coordinate the resolution and disposition of excess and aging inventory.
• Understands and adheres to customer contracts/MSA/Site Level execution agreements, acting as the advisor to all internal departments on negotiated elements of the contract.
• Coordinates and compiles all miscellaneous and one-off billings for customers, providing appropriate supporting documentation and quotes on a timely basis.
• Provides customer service to the internal customers needing intelligence/follow up on customer issues/concerns.
• Represent department in all necessary customer conference calls/internal meetings.
• Follows up with Quality and Shipping to assure all orders will ship on time for Customer needs.
• Supports all customer newness via Bill of Material and/or FG Material Master origination and development of any customer codes/accounts within the organization.
• Maintain professional connection with all customer contacts to enable a trusting and open relationship.
• Prepare and present high-level customer presentations for CS&OP meetings.
• Perform any other related task or projects assigned by the immediate supervisor.

Skills

Interpersonal skills

Leadership

Communication

Negotiation

Manufacturing systems

Multitasking

Problem solving

MS Office (Excel/PowerPoint)

Education

Bachelor’s degree in business administration

Job description

Summary:

The Client Services Representative is directly responsible for the management and leadership of assigned customers. The CSR handles customer demands and coordinates with cross-functional teams to meet customer requirements. The CSR is also responsible for overall order process, forecast, capacity, inventory, and supports new product introduction. The CSR will measure and track site and customer KPI’s including but not limited to attainments, OTIF, Inventory and Sales on a monthly basis.

Essential Duties and Responsibilities:

• Serves as customer relationship owner for all corporate customers, reviewing expectations, challenges, issues with a positive sense of understanding and urgency.
• Escalates customer issues as appropriate within the organization. Negotiate business details with customers when necessary. Communicates those expectations & negotiations within the company.
• Participates in creating and maintaining customer cost sheets with Finance team.
• Communicates critical information to inter functional departments as outlined by the customer, such as customer launch dates, and special instructions to all inter functional departments; (R&D, Operations, planning, QA).
• Delivers solutions according to customer needs and objectives, and escalates any issues quickly.
• Maintains active inventory target levels and coordinate the resolution and disposition of excess and aging inventory.
• Understands and adheres to customer contracts/MSA/Site Level execution agreements, acting as the advisor to all internal departments on negotiated elements of the contract.
• Coordinates and compiles all miscellaneous and one-off billings for customers, providing appropriate supporting documentation and quotes on a timely basis.
• Provides customer service to the internal customers needing intelligence/follow up on customer issues/concerns. Represent department in all necessary customer conference calls/internal meetings.
• Follows up with Quality and Shipping to assure all orders will ship on time for Customer needs.
• Supports all customer newness via Bill of Material and/or FG Material Master origination and development of any customer codes/accounts within the organization, inviting appropriate ancillary support as necessary, and maintaining visibility to actions, follow ups, and outcomes.
• Maintain professional connection with all customer contacts to enable a trusting and open relationship.
• Prepare and present high-level customer presentations for CS&OP meetings.
• Perform any other related task or projects assigned by the immediate supervisor.

Minimum Qualifications:

• Bachelor’s degree in business administration or equivalent.
• Minimum of three (3) years of experience in a Commercial related field.

Knowledge, Skills & Abilities:

• Excellent interpersonal and leadership skills.
• Excellent written and verbal communication skills.
• Ability to negotiate effectively through difficult conversations and escalate issues in a timely manner.
• Skilled in all relevant manufacturing information systems.
• Ability to handle multiple tasks simultaneously in a fast-paced environment.
• Ability to problem solve and manage priorities.
• Advanced level Microsoft Office Skills (Excel/PowerPoint).