Customer Support / Key Account Representative at Highland Laboratories

Job Summary:

Highland Laboratories Inc. is seeking a detail-oriented and proactive Customer Support / Key Account Representative to manage and support the needs of our contract manufacturing customers. Reporting directly to the Chief Revenue Officer (CRO), this role is pivotal in handling customer orders, facilitating quotes, coordinating engineering change orders (ECO), and providing exceptional service throughout the customer lifecycle. The ideal candidate will thrive in a dynamic environment, maintaining strong communication with both customers and internal teams. This position also involves managing the administrative side of customer accounts, ensuring smooth operations, and supporting the sales team's efforts to grow and retain key accounts.

Key Responsibilities:

Daily Responsibilities:

• Order Entry and Tracking: Process and track customer orders daily, ensuring all data is accurate and up-to-date within the system.
• Proactive Order Updates: Provide regular updates on order status to customers, proactively addressing any potential delays or issues.
• Customer Inquiries: Respond to customer inquiries in a timely manner, coordinating with other departments (e.g., production, logistics, quality control) to provide accurate information.
• COA (Certificate of Analysis) Review and Proofing: Review and proof COAs for accuracy before sending them to customers.
• FPS (Finished Product Specification) Proofing/Editing: Edit and send FPS documents for customer signatures, ensuring all details are correct.
• Label Packets: Manage the preparation of label packets, ensuring labels are accurate and compliant with customer and regulatory requirements.
• SAP Item Creation (Labels): Enter and maintain item details, including label creation, within the SAP system.

Weekly Responsibilities:

• Maintain and Update Spreadsheets: Keep various spreadsheets updated for information sharing between departments or customer-facing, ensuring key data on orders, materials, and customer requirements is accurate and accessible.
• Customer Supplied Materials Review: Monitor demand for customer-supplied materials, ensuring that any discrepancies or shortages are addressed promptly.
• BOM (Bill of Materials) Changes and Formula Requests: Facilitate any customer-requested changes to BOMs and formulas with the formulation team, ensuring that all updates are documented and communicated.

Monthly/As Needed Responsibilities:

• Customer Onboarding: Support the onboarding process for new customers, ensuring all documentation and information is provided in a timely manner.
• Customer Complaints: Handle customer complaints, ensuring they are resolved quickly and efficiently, while maintaining positive customer relationships.
• Shipping Coordination: Collaborate with the shipping department and customers to arrange product shipments, ensuring that delivery dates are met and any logistics issues are resolved promptly.
• Process Engineering Changes (ECO): Support any changes to product specifications or manufacturing processes as required by customers, facilitating communication between departments.

Sales & Account Support:

• CRM & Sales Pipeline Support: Maintain customer account information in the CRM system, ensuring the sales team is equipped with up-to-date data on customer interactions, orders, and opportunities.
• Quote and Proposal Generation: Prepare and distribute accurate quotes and proposals to customers, supporting the sales team's efforts to secure new business.
• Sales Data & Reporting: Assist in gathering and organizing sales data for forecasting, reporting, and strategy meetings.

Customer Relationship Management:

• Key Account Contact: Serve as the primary point of contact for key customer accounts, maintaining long-term relationships by providing excellent service and anticipating customer needs.
• Customer Retention and Upselling: Foster customer loyalty by identifying opportunities for cross-selling or upselling additional products or services based on customer feedback and business needs.

Qualifications:

Experience:

• Minimum of 4-5 years in customer service, key account management, or order management roles within the nutraceutical, dietary supplement, food & beverage, or related contract manufacturing industries.
• Experience supporting B2B customers, with a focus on order management and maintaining long-term customer relationships.

Skills & Competencies:

• CRM & ERP Systems: Proficient in customer relationship management (CRM) and order management software; experience with SAP is highly desirable.
• Attention to Detail: Exceptional organizational skills with the ability to manage multiple orders, spreadsheets, and documentation processes accurately.
• Communication: Strong written and verbal communication skills, able to effectively collaborate with internal teams and customers.
• Problem-Solving: Proactive in addressing customer inquiries and resolving issues to ensure high levels of satisfaction.
• Sales Support: Capable of preparing accurate quotes, proposals, and reports to assist the sales team in meeting their targets.

Attributes:

• Customer-Centric: A passion for delivering excellent service and maintaining high levels of customer satisfaction.
• Team Player: Thrives in a collaborative environment and works effectively with sales, production, logistics, and marketing teams.
• Adaptability: Ability to multitask and adjust priorities in a fast-paced, dynamic work environment.
• Continuous Improvement Mindset: Open to feedback and always seeking ways to enhance processes, customer interactions, and product offerings.

Preferred Qualifications:

• Experience working with regulatory compliance in contract manufacturing.
• Familiarity with industry-specific regulations and product documentation requirements.
• Additional language proficiency is a plus.

Work Environment:

• Office setting with occasional exposure to production areas. Conditions may include exposure to raw materials and allergens, including milk, eggs, fish, shellfish, tree nuts, peanuts, wheat, soy, etc.

Compensation details: 45000-55000 Yearly Salary

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