UNDERSTANDING
With a strong understanding of customer service, this leader cultivates and maintains strong relationships within assigned accounts and ensures high levels of customer satisfaction. This leader uses corporate goals as a guide to look for improvements throughout the department. They build the strongest of relationships with customers and supporting departments by being customer-centric and collaborative with team leaders from other departments. They are clear about departmental gaps and help provide guidance and resources to eliminate inefficiencies.
This person is a transformation leader. They look at processes as starting points with opportunities to provide additional automation, simplification, and standardization within all systems. They use technology, training, and lean practices as tools to reach efficiency goals. They see data as their primary source of truth and are proactive at looking for trends to identify issues. The decisions they make are bound in fact and gathered from reliable sources. They understand perfection is impossible, while never faltering from their goal of achieving it.
They guide their teams using the core principles of ACG. They require creativity from themselves and their team. They drive a “nothing is impossible” attitude and view issues as direct challenges to better themselves and their team.
CORE VALUES
Our 5 Core Values are more than just words, they’re a way of life. We know that companies with a strong culture & a higher purpose perform better in the long run.
- Own It
- Hustle and Refuse to Settle
- Love People
- Act for the Greater Good
- Find a way
WORKING RELATIONSHIP
- Though reporting to Director of Sales- Dietary Supplement, this individual must work independently communicating and enforcing quality requirements
RESPONSIBILITIES
- Interface with customers to manage work or job requirements requiring a specific production knowledge or skill
- Implements strategies and processes that deliver consistent customer satisfaction and retention
- Utilizes extensive product knowledge, problem-solving skills, and training to enhance customer engagements and achieve successful outcomes
- Acts as the customer's trusted advisor providing a voice, support, guidance, and knowledge resources that will facilitate the achievement of their business objectives using the organization's products and services throughout all phases of the customer lifecycle
- Coordinate with internal teams to access additional resources and facilitate the solutions and tools needed by customers
- Delivers customer feedback as a voice of the customer to internal teams identifying customer needs, ideas, and challenges
- Participates in dietary supplement project meetings and propose improvements if necessary
- Open new customers by telephone and introduce ACG and our products to customers
- Communicate with customers to identify and define project requirements, scopes, and objectives
- Take detailed project briefs and clarify specific requirements of each project with the customers
- Plan and manage team goals and project schedules
- Supervise current projects and coordinate all team members to keep workflow on track
- Track project performance, specifically to analyze the successful completion of all projects
- Direct project correspondences by preparing and responding to customer emails in a timely manner
- Evaluate potential problems, develop solutions, and resolve quickly and effectively
- Build positive relationships with customers and maintain them
- Understand customer needs and develop plans to address them
- Continuously improve internal and external experience for customers
- Create and maintain comprehensive project related documentation
- Manage orders through the system
- Manage schedule change requests as needed
- Assist in pricing out of projects
- Assist in reviewing important documents and be able to follow through with making sure all departments involved understand their duties.
- Intercede with other internal departments when it is having an impact on our service level to customers
- Other duties as assigned
REQUIREMENTS
- Excellent interpersonal skills capable of maintaining strong relationships
- Strong multi-tasking skills
- Time management skills with the ability to meet deadlines
- Hard worker who is a self-starter and proactive
- Excellent follow up skills
- Excellent verbal and written communication skills
- Must have impeccable organizational skills and attention to detail even under pressure
- Must have proficiency with forecasting using excel
- Knowledge and proficiency in ERP System and Microsoft Office software
- Excellent analytical and problem-solving abilities
- Aptitude for fostering positive relationships
- Teamwork and leadership skills
- Customer-oriented mindset
- Experience in customer relationship management and project management preferred. (5+ years)
- Experience in manufacturing preferred (5+ years)
- Must be able to speak, read and write in English.
EDUCATION
- Bachelor’s degree or equivalent experience preferred
- High School Diploma is required