JOB SUMMARY: Enhances customer relations with QCD customers and QCD distribution centers by analyzing, defining, recommending and implementing programs and projects to ensure high quality customer service and rapid problem response and resolution. Provides assistance and recommendations to all QCD facilities for operational and delivery support. Responds to customer distribution and supply needs to ensure positive customer relations and communication.

Quality Custom Distribution offers an opportunity to join a company guided by our creed and values. We believe an inclusive culture and a diverse workforce are the foundation for success. We are seeking a customer focused, business minded Customer Account Manager. Our Customer Accounts team fosters an environment where everyone has an equal opportunity to succeed, and leaders personally invest in your growth and development. We take pride in maintaining the highest standards and dedicate ourselves to achieving mutual success with our partners. Join QCD and you will be welcomed, included, and respected for your contributions.

ESSENTIAL FUNCTIONS:

(% of time will vary depending on assignments/projects)

1. Maintains strong relationships with QCD customers and distribution centers by utilizing technical expertise to investigate and analyze software, data, or other applications. Utilizes business operations knowledge to determine causes and recommend solutions.

1. Establish and maintains strong relationships with Starbucks and other QCD customers and distribution centers, through formal and informal communication, site visits, meetings and training to provide high quality customer service, and rapid problem response and resolution.

1. Leads projects to implement solutions/improvements for distribution center and customer success. Responsible for project planning and status reporting.  Must be familiar with system scope, project objectives and business operations practices.

1. Actively consults with business management and user groups on operational processes and requirements to identify, recommend and implement solutions/improvements. Ensures proper testing standards are met. 

1. Provides support, training, and assistance for all systems to maximize the efficiency and productivity of the QCD Shared Services team.

1. Manage and drive key customer initiatives ensuring coordination between Supply Chain and QCD.  Participates in the Customer meetings and special project teams to provide input and direction on Customer’s’ strategic initiatives and development.

1. Performs other related and assigned duties as necessary. Travel will be required.

MINIMUM QUALIFICATIONS:  Education and experience equivalent to:

Education/Certification:

Bachelor’s degree from an accredited college or university

Experience:

1 to 3 years of relevant work experience

Senior – 3 to 5 years of relevant work experience

ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES:

Knowledge of (B/basic; J/journey; E/expert):

• Customer service concepts and techniques (E)
• Project Management – managing multiple projects and program management (E)
• Consulting/Problem Solving – resolving conflicts and problems; focusing on results (E)
• Administrative Skills - planning, prioritizing, and administering (E)
• PC word processing/spreadsheet software (E)
• Continuous Improvement concepts and processes (J)
• Business Operation Practices and Approaches – business acumen; business standards and guidelines; understanding business organization (J)
• Understanding Existing & Emerging Technologies (J)

Skill and ability to:

• Interpret customer service problems or anomalies and identify appropriate solutions
• Analyze and resolve complex problems
• Communicate and coordinate effectively with internal and external customers verbally and in writing
• Develop long-term relationships with customers
• Convey information in understandable terms at all levels of the organization and through proper channels
• Prepare and deliver presentations to management, customers, regulatory agencies and other representatives of external organizations
• Work effectively in a general business environment, with a focus on high levels of quality and customer service
• Travel via airplane and drive an automobile
• Act in accordance with GSF’s Values and Creed

LEADERSHIP/MANAGEMENT RESPONSIBILITY

Leads project teams influencing and directing internal associates, customers and vendors.

PERFORMANCE CATEGORIES

• Productivity/quality standards: responsiveness and reliability
• Productivity/quality standards: customer service and satisfaction
• Productivity/quality standards: internal communication
• Teamwork within the department and across departments
• Productivity/quality standards: accuracy, timeliness, thoroughness
• Productivity/quality standards: design, programming, and implementation
• Productivity/quality standards: project management
• Documentation
• Internal customer satisfaction