Main Duties & Responsibilities
- Demonstrate a commitment to Capstone policy deployment and C.A.R.E model (Communication, Appreciation, Relationships, and Execution)
- Responsible for all duties required to process a customer purchase order (PO) from entry to shipment including material tracking and communication through the entire process. Examples:
- Requotes
- Change Orders (CO)
- Packaging Specifications (CPKG)
- Label review and change process
- Miscellaneous Charges
- Customer Samples
- Customer Product Specifications
- Documentation Requests on Raw Materials and Packaging
- Shipping Coordination between Logistics and Customer
- Arrange, attend, and document customer calls and visits including open order reports (OOR), specification reviews, issue huddles, etc.
- Attend and support internal meetings/huddles.
- Manage 3-10 standard level customers.
- Quarterly to weekly meetings and/or email correspondence.
- Established products with annual to semiannual changes to products.
- Customer advocate for both internal and external customer. Relationship management.
- Assist in re-work processing as needed. Coordinate communication between internal departments and customers.
- Support accounting department in resolving unpaid invoices, collection of stranded/obsolete material costs, and miscellaneous fees.
- Other duties as assigned.
Requirements
- BS/BA preferred.
- 0-2+ years of customer service experience.
- Proficient in using MS Office including Word, and Excel.
- Must be able to understand, speak, read, and write in English to support customers and perform the essential function of the job including providing presentations, documents, industry regulations, and other communications.
- Must demonstrate the ability to respectfully communicate, address conflict professionally, collaborate effectively, and maintain confidentiality.
- Be familiar with, and abide by, cGMP’s.
- Possess the ability to develop and maintain a team-centered work environment, have a positive attitude, and present yourself professionally.
- Able to add, subtract, multiply, and divide all units of measure using whole numbers, common fractions, and decimals.
- Able to write, deliver, and prepare emails, letters, memos, presentations, reports, etc. professionally and accurately.
- Able to lift 30 lbs.
- Able to sit for long periods of time, reach, bend, lift, stand and crouch as needed.
- Able to perform all tasks defined above either with or without accommodation.
- May be asked to travel to customer locations, tradeshows, and events.
- Able to manage multiple projects in a goal driven, fast-paced environment.
- Willingness to accept phone calls during off hours on a company provided cell phone.
- May be asked to support manufacturing during off hours (uncommon).
Work Conditions
· Subject to normal warehouse and production environment.
· Subject to high noise levels where hearing protection, and all personnel protective equipment (PPE) is required.
· Subject to atmospheric conditions such as fumes, odors, powders, dust, and other particles including allergens.
Note: This job description is not intended to be all-inclusive. Salary is dependent upon experience, internal, and external salary conditions. This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.
