Client Experience Professional - MH

Ravago Greece Group • Northbrook, IL, United States • $200k - $250k / year • 5h ago

Posted Tuesday, August 27, 2024 at 4:00 AM | Expired Tuesday, October 15, 2024 at 3:59 AM

Client Experience Professional

M. Holland is a leading international distributor of materials, service and solutions to the thermoplastics industry, providing suppliers with the most strategic channels to market, offering innovative sourcing and supply chain solutions to its clients, and providing talented people with rewarding career opportunities. Since 1950, a deep commitment to personal relationships has formed the core of the company’s heritage, its culture, and its vision. Headquartered in Northbrook, Illinois, M. Holland sells in excess of 1.5 billion pounds of plastic resin to more than 4,000 clients in 50 countries annually. The company is serious about its brand statement ‘We Take Plastics Personally’ -- and it is committed to transforming the plastics experience for clients, suppliers and its people.

Summary

This role is responsible for the support of field sales reps and the internal account management of their territories, including order placement and internal processes, by working closely with other departments to ensure timely and accurate information regarding receipt of product and shipment of orders.

Critical Activities

Enters orders according to requirements provided
Manages part allocation utilizing pre-determined guidelines
Validates spec requirements are appropriately adhered to
Advises internal and external customers of lead times
Manages dates to ensure orders are not past due
Utilizes FIFO for all part allocation
Responds timely and effectively to customer inquiries and processes daily internal & external requests
Demonstrates professional demeanor in all communication with attention to style, tone, and manner
Supports assigned remote Sales Representatives in the account management of their territory
Ensures timely and accurate responses to their customers regarding receipt of product and shipment of orders with an emphasis on continuous improvement and commitment to quality service
Travels with assigned Account Managers to help solidify customer relationships
Utilizes Case Management protocol for entry and follow up of issues regarding RMA’s, ISO complaints, and Claims
Researches pricing issues / product detail for orders and shipment information
Performs order placement and internal processes include: ERP, tracing rail shipments, providing follow up support, and sending Data Sheets, MSDS, and Regulatory information
Performs continuous order entry, verification, maintenance, and follow-up utilizing ERP
Works closely with Supply Chain Specialists to facilitate timely purchase and delivery of required customer materials
Confirms / Acknowledges all sales orders, collaborates with Credit Analyst to avoid delayed shipment, supports Sales in resolving credit issues
Initiates packaging requests to support special account requirements
Works closely with the Logistics department to see that orders are shipped in a timely manner accordingly while maintaining “Customer Master” information contributing to consistent accuracy of customer and sales order details
Participates in team meetings with a focus on relationship building, information sharing, best practices, and learning & development training