Coordinates customer accounts, purchase orders, production and shipment tracking, invoicing, inventory communication, billing documentation, and KPI reporting. Serves as the primary liaison between customers and internal production, supply chain, quality, shipping, and accounting teams. Resolves order issues, validates pricing and requirements, manages customer expectations, supports capacity planning, and conducts customer satisfaction surveys to drive improvements.
Customer Account Specialist - Austin, TX
As a Customer Account Specialist, you will coordinate and track all customer related projects, including creation and review of customer accounts, management of initiatives once production PO received, tracking production and shipment of finished goods, ensure shipped orders have been invoiced, as well as daily account management.
CAS will assist with Capsum problem solving from shipping, purchasing, production, accounting, and working as needed on system testing. You will conduct quality assurance surveys to determine customer satisfaction and use the findings for improvements.
Each CAPSUM employee will practice an individual commitment to sustainability and environmental responsibility in the workplace. We aim to steer society in a more sustainable direction for our benefit and the world.
Primary Responsibilities as customer service specialist
- Provides ancillary support as necessary for all customer initiatives; and maintaining visibility to actions, follow ups, changes, and expectations.
- Support the Supply Chain and Customer Service Manager
- Setup of new customers in system and setup of new BOM’s for customer products as needed.
- Responsible for creating and maintaining all Purchase Orders for Customer owned inventory.
- Serves as relationship owner for designated customers to manage expectations, challenges, and issues with understanding and urgency. Escalates customer issues as appropriate within the organization. Negotiates business details with customers when necessary; and communicates those expectations and negotiations within the company.
- Liaison between the customer and production team regarding problematic orders and communicates reconciliation in an efficient and specific manner. Balance customer needs with plant needs and provides appropriate resolution.
- Validate customer orders are in correct MOQ, batch sizes, lead times, and correct pricing. Communication to customer of any required revisions
- Participate in meetings with planning and production to communicate changes, priorities, and issues to ensure meeting customer demands.
- Manages the communication of aged inventory with the customer, including appropriate billing of monthly aged pallet fees to the customer. Will work with purchasing on analysis and reconciliation of aged inventory.
- Coordinates and compiles all miscellaneous and one-off billings for customers, providing appropriate supporting documentation and quotes on a timely basis.
- Provides internal financial documentation to accounting department regarding billable units.
- Supports internal departments by providing information and follow ups on customer issues. Will work closely with purchasing on any material supply concerns.
- Responsible for running monthly, weekly, and daily reports to track on-time production and shipping, review customer capacities, as well as data for monthly KPI’s.
- Responsible for running weekly and monthly reports for Customers such as Open Order Reports, Open PO Report, Monthly Inventory, Consumption Reports, etc.
- Work with scheduling and production to ensure customer and site capacity to meet customer demands in efficient manner.
- Follows up with quality and shipping teams to ensure on time shipments to meet customer needs.
Working Relationships/Key Stakeholders
- Excellent oral and written communication skills and ability to appropriately communicate information to cross functional stakeholders and external agencies.
- Team player with the ability to work across multiple functions, cultures, and disciplines.
- Positive and constructive attitude
- Be accountable displaying high levels of integrity.
- Able to work collaboratively with other departments and personnel to achieve goals.
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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