Account Management Specialist

Department: Client Services

Position reports to: Manager, Client Services

Summary:
It is the responsibility of the Account Management Specialist to establish and maintain a strong positive working relationship with all internal and external customers that creates an environment for continued growth and customer satisfaction. The primary objective is to convert Order Requests into Orders.

The Account Management Specialist serves as the interface between the customer and Order Processing Cells (currently, Cartons, Labels, and Enclosures) to coordinate the communication of information necessary for the completion of orders to the customers' requirements. Additionally, this position works closely with the Commercialization/New Business cell for a smooth transition through production, the Strategic Services Team for Strategic Pricing and Materials needs, and the Graphic Services Team.

Job Duties:

1. Accepts customer purchase orders and creates detailed production tickets that provide instructions for meeting customer order specifications.


2. Works with Planning to establish ship dates on orders and is authorized to make commitments to external customers. Communicates job status and lead-time estimates to customers.


3. Analyzes customer demand forecasts; authorized (for specific customers) to determine Nosco production quantities and dates for completion in order to fulfill customer needs.


4. Maintains customer profile information and notes on handling individual commodities.


5. Works with customers to change and upgrade specifications, designs, art work and raw materials to improve product performance, cost, service and quality.


6. Works with customers to create structural samples and designs that meet customer requests.


7. Provides prompt, accurate and courteous responses to internal and external customers regarding questions, requests or complaints.


8. Conducts plant tours, hosts press approvals and entertains customers in conjunction with Sales personnel or independently with direction from Sales personnel.


9. Coordinates the approval of proofs and color standards in order to maintain production schedules.


10. Working with the Estimating Department, provides customers with quotations or order pricing as needed.


11. Authorizes the appropriate billing charges for all orders.


12. Prioritizes customer orders for Nosco's scheduling and production departments.


13. Uses Standard Operating Procedures (SOP's), Good Manufacturing Practices (GMP's), policies and ethical judgment as a framework for providing complete customer satisfaction.


14. Communicates important customer activities to the appropriate Sales personnel.


15. Develops and maintains various reports for customers to improve the joint management of the supply chain.


16. Other tasks as assigned by the Customer Service Manager.

Leadership:

• Lives and conducts business by a values-based "walking the talk". Leads and maintains a high level of consistency between what is said, and what is done. Is committed to the "What" that needs to be done, and also the "How"-- the manner in which it is accomplished.


• Is committed to employee engagement and fostering two way dialogue and active communication with employee owners on all shifts. Is committed to a visible presence with all teams.


• Holds people in high regard. Gains buy-in from team members, is transparent, credible, and trustworthy. Has the courage to tell the truth, and is able to resolve conflict. Encourages skill development and learning.


• Grasps the power of Employee Ownership, and can relate positively with Employee-Owners. Is able to coach, encourage, support, teach, counsel, correct, and hold accountable.


• Committed to lean and process improvement. Has a bias for action, is committed to Lean practice and discipline, works effectively with teams, is comfortable with data and utilizing it to influence business decisions.


• Ability to lead and influence. Leads by example and models exemplary behavior, including emotional balance and maturity. Ego is appropriately in check.


• Supports the Cultural Behaviors and understands their role in both the external competitive and internal employee-ownership arenas: Quality Lifestyle, Customer Experience, Lean Enterprise, and Solutions Engineering.


• Believes that most people want to do a good job, want to be part of a successful company, and desire to make a contribution to that success in a meaningful way. These influence how the Leader interfaces with others and approaches business challenges.


• Demonstrates initiative, high energy and decisiveness, even in the midst of incomplete information, ambiguity, or competing priorities

Requirements:

1. High school graduate - Bachelor's Degree preferred.
2. Excellent written, verbal and computer skills.
3. Previous printing industry experience or a degree in printing preferred.
4. Highly developed organizational skills.
5. Ability to influence, problem solve and negotiate, both internally and externally.
6. Excellent use of communication skills.
7. Ability to handle large amounts of detail with accuracy.
8. Ability to manage multiple priorities effectively.
9. Use of computers as business tools.
10. Ability to maintain poise under pressure.

Vendor Management

1. Vendor bids, negotiations, and analyses -- Initiates RFQ's for materials and services and coordinates bid and award process with suppliers.


2. Vendor visits, audits, and certifications - Works with the Quality department to maintain Approved Supplier Listing through visits, audits and certification.


3. Manage Vendor Performance Matrix (VPM) -- Updates VPM monthly and reviews with Purchasing Manager. Reviews quarterly with vendors.


4. Manage Supplier Corrective Action Request (SCAR) Program - Works with suppliers to resolve issues of on-time deliveries, quality complaints, and invoice discrepancies.

Raw Material Inventory Management

1. Allocate stock to jobs in accordance with customer specifications -- Reviews commodity specifications and allocates material in the job cost system.


2. Purchase raw materials to meet production schedule and customer requirements -- Runs requirements report to identify materials that need to be ordered. Orders materials as necessary to meet the requested dates.


3. Coordination and reconciliation of inventory cycle counts -- Identifies representative materials and frequency of count. Works with Finance to perform cycle counts and update the inventory system. Monitors adjustments and modifies procedures to exercise appropriate inventory controls


4. Manage and report obsolescence and inventory turns -- Develops methods to maximize inventory turns, while minimizing obsolescence, and meeting production's needs, at the lowest cost. Tracks and reports this information for the monthly Briefing Package and monthly departmental meetings.

Purchasing:

1. Place and source, as necessary, purchase orders, to outside contractors for job related projects -- Works with Estimating, Planning, Quality and Customer Service departments to identify outside contractors for specific job-related projects. Places, expedites, and follows up with purchase orders to outside contractors. Communicates status to the Planning and Customer Service departments.


2. Place, and source as necessary, purchase orders to vendors for MRO supplies -- Places and enters orders for MRO supplies, office supplies, and forms, as requisitioned.


3. Support Purchasing Manager -- Provides support to Purchasing Manager on projects as required. Provides back up support to Purchasing Manager and department. Is cross trained to support various functions within the department.


4. Performs adhoc analyses as requested by Purchasing Manager.

Cost Savings:

Initiate and Implement Cost Savings -- Identifies cost savings opportunities and works with related departments to implement.

Requirements:

• Proven ability to utilize the full complement of standard PC software packages, including the ability to create complex reports, spreadsheets, and other professional documents.


• Strong quantitative skills with an ability to analyze data and identify trends, including high attention to detail and accuracy.


• Effective time management and organizational skills, with an ability to prioritize and multitask.


• Well-developed written, oral, and interpersonal communication skills, with the ability to effectively deal with suppliers and individuals throughout the company and at multiple manufacturing sites.


• Ability to lead projects and influence employees. Includes engaging team members to gain buy-in, fostering open and truthful dialogue, treating people professionally, consistently, and with respect, and establishing high expectations.


• Bachelor's degree expected, preferably in Supply Chain, Engineering, Business, Operations Management, or related studies. Further industry certification is helpful.


• Two to Seven years of directly related experience. Experience in printing / packaging or job shop environment is beneficial.


• An understanding of the basic Lean principles is desired.