Description

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

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