A.W. Chesterton Company

  • Customer Service Account Executive

    Location US-MA-Groveland
    Posted Date 1 week ago(8/8/2018 2:01 PM)
    Job ID
    2018-2466
    Shift
    1st Shift
  • Overview

    Who We Need:

     

    You're a skilled communicator and a problem solver!

    You can multitask, enjoy working with different teams, and managing different tasks.

    You're results driven and drive things to completion!

     

    Given these skills, you could work anywhere.  So why not bring your talents somewhere great? 

     

    How about working at a company:

    • With 130+ years in US manufacturing, whose business is still growing
    • That is led by successful, strategic, personable leaders who know your name
    • That has a significant global environmental impact with products and services that prevent and reduce industrial pollution
    • That encourages you to dedicate 5% of your on the clock time to career development 
    • That gives you a formal on-boarding program to get you on a fast path to success  
    • That offers tuition reimbursement, a global employee recognition program where you can win gift cards, a mentoring program, a paid volunteerism time-off program, a scholarship program for children of employees and many more!
    • That has people who are fun, smart, engaged and like working together to bring world-class service to our Customers every day

    Check out our formal job description below:

    Job Summary:

     

    Responsible for providing customer service. Solely responsible for review of all customer purchase orders for accuracy, technical information, and overall review. Involved in every facet of our business as it relates to sales, i.e., shipping, order entry, billing, credit marketing, as well as all subdivisions of manufacturing and engineering, information technology, quality and environmental. This position requires extensive communication between distributors, customers, and end-users around the world. Has administrative responsibility for day to day work and operations, staff training, scheduling including coordination of vacation and sick-time. Acts as back-up to the CST Manager. Works with the CST team in identifying productivity enhancements for their areas of responsibility.

     

    Responsibilities:

     

    • Assists with coordinating coverage so other team members can work on their training plans.
    • Works closely with CST Manager and acts on the behalf of the CST Mgr. in his/her absence.
    • Gives input on the individual team members performance review.
    • Works with other team members in identifying productivity improvements for the group.
    • Provides customers/end-users with technical and product data and support. Provides quotes, special pricing, logistical information, resolves credit disputes and warranty claims.
    • Reviews all customer purchase orders for overall accuracy.
    • Edits orders received for price and nomenclature. Processes and expedites customer orders. Enters/records in the operating system according to customer purchase order requirements.
    • Communicates with and responds to customers, end-users, and outside sales groups to coordinate delivery schedules and meet customer requirements via telephone and e-mail.
    • Manages, responds to, and investigates, customer complaints. Directs complaints of service/product failures to appropriate department for investigation/ resolution.
    • Maintains and compiles statistics/quality measures. May prepare reports.
    • Keeps track of all CST metrics/measurements
    • May recommend and/or attempt to sell additional merchandise to customers.
    • Works with material planning to monitor inventory control and red flag orders that may deplete stock 

    Complexity of Duties:

     

    • Works under general direction. Must be capable of working independently, and as a team. Work is reviewed for soundness of technical judgment and overall accuracy.
    • Full use and application of technical and product data, business and customer service principles. Candidate must possess the ability to continuously learn and apply new information.
    • Ability to provide solutions to a variety of problems ranging in complexity. The key is to be able to leverage resources in meeting the demands of both internal and external customers.
    • Frequent inter-organizational and outside customer contacts. Involved in multiple facets of the business.  Professionalism and effective communication is required.
    • Ability to work under pressure and simultaneously manage multiple demands.
    • Ability to adapt to changes in territories, customer specific requirements , company policies and procedures.

    Essential Skills:

     

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

     

    • Strong commitment and understanding to customer service.
    • Excellent communications and sales skills.
    • Attention for detail and organization.
    • Proficiency in the use of computers and navigation of software programs as well as a willingness to gain full comprehension of the computer's many administrative options.
    • Working knowledge of a manufacturing environment and/or willingness to learn.
    • Ability to work as a team in a fast paced environment. Ability to work well under pressure. Strong commitment and understanding to customer service.
    • Working knowledge of a manufacturing environment and/or willingness to learn.

    Education and/or Experience:

    • College degree or equivalent in experience
    • 3 to 5 years related experience preferred. Experience in customer service, manufacturing, and/or business environments desirable.

    Other Skills and Abilities:

     

    • Excellent team skills.
    • Ability to learn is critical.
    • Must be capable of becoming knowledgeable about product lines from business and technical aspects.  
    • Must be capable of representing the Company at training schools, social events, and /or dinners with customers.

    Physical Demands:

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand, walk, sit, talk or hear and reach with hands and arms. Specific vision abilities required by this job include close vision. Moderate noise (i.e.; computer printers, traffic) exists daily in the work environment.

      

    All of A.W. Chesterton Company employment is contingent upon successfully passing a background check, drug test, and the respective medical surveillance requirements.

     

    Chesterton is an equal opportunity employer  M/F/V/D

     

    #LI-DNI

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