Customer Account Specialist - Tekni-plex

Since 1976, TekniPlex Healthcare, located in Clayton, NC, has been producing medical tubing for a wide range of medical device applications including IV therapy, respiratory, dialysis, anesthesia, diagnostic and surgical equipment. We are actively recruiting for individuals who have a passion for producing a quality product that saves thousands of lives every day.

We are currently recruiting for a Customer Account Specialist to join our team.

The Customer Account Specialist acts as the primary liaison between our customers, sales, production & planning and manufacturing. This position continually interacts with other departments to ensure we meet or exceed our customer’s requirements.  The Customer Account Specialist is expected to consistently provide excellent service to our customers, by effectively communicating customer needs and by responding to their needs in a timely manner. In addition, they play a critical role in building relationships with our customers to encourage long term business opportunities.

Job Responsibilities

• Handles all customer communication, conflict resolution and compliance pertaining to customer deliverables, including orders, pricing, lead times, transportation, invoicing, etc.
• Receive and process customer purchase orders. Ensure customer requirements outlined on the purchase orders are in alignment with the quote referenced.
• Provides support and responds to all customer inquiries, issues, and complaints in a professional and efficient manner.
• Effectively collaborate with coworkers throughout the supply chain.
• Ensures timely response to inquiries from internal and external customers.
• Enter and plan sales orders to translate the customer requirements into production requirements which are forwarded to production scheduling.
• Process change orders, sample orders, remake orders and rework orders to comply with customer needs.
• Proactively communicate any significant changes to customer orders to the Production Scheduler.
• Work closely with the manufacturing and planning teams to ensure that customer orders are progressing through the system as needed and that customer requirements/ship dates are met.
• Ensure that all purchase orders have accurate pricing and if not, collaborate with the appropriate individuals to resolve any discrepancies, processing only those POs that have correct pricing.
• Maintain order status reports, as needed, for tracking and managing customer orders and inventories until such time that shipment is made.
• Create and distribute all required documentation for domestic and export shipments.
• Maintain accuracy of quantities and pricing within orders to ensure accuracy of invoices.
• Address and resolve invoice discrepancies. Create and distribute credit/debit notes as needed.
• Initiate, monitor and/or process customer complaints, forwarding samples to QA and managing communication of return authorizations.
• Ensures Quality of products and processes are maintained by:
  • Understanding and supporting the quality policies, quality systems and the SQF Product Quality Code.
  • Reporting any non-conformances or quality problems to immediate Supervisor.
  • May contribute to the preparation and distribution as well as prepare of daily, weekly, monthly, and quarterly sales reports, customer reports, and shipping reports. Including, but not limited to daily sales, weekly metrics, monthly forecasts, and gathering of analytical data.
• Utilize the ERP and PC software to develop, maintain and generate effective reporting systems that relate to the job function.
• Additional duties may be assigned as deemed needed to support our customers.

Qualifications

• Associates degree or equivalent work experience / college degree preferred.
• Customer Service experience in a manufacturing environment or related experience required.
• Demonstrated work ethic that operates with flexibility and approaches opportunities with an open mind, and orientation towards results, a solid business perspective and a sense of urgency and ownership of the solution.
• Demonstrated high degree of interpersonal skills to effectively interact with all levels of customers, company employees and management.
• Strong computer skills and working knowledge of Microsoft Office (especially Excel and Word).
• Must have excellent organizational skills and be able to multi-task with minimal direction and supervision.
• Must have excellent verbal and written communication skills.
• Ability to respond to common inquiries or complaints from customers. Ability to effectively present information to top management.  Ability to read, analyze and interpret common financial reports. 
• Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.