Details: ROLE:Represent P. H. Glatfelter in a positive and professional manner, maintaining full responsibility for serving assigned customer accounts by building strong customer loyalties. Communicate and facilitate service internally through open and honet communication and megotiations. Understand service expectations and participate in developing new and improved service processes. DUTIES & RESPONSIBILITIES1. Facilitate customer inquires regarding product line, established pricing, policies and procedures, as well as other general company information. Facilitate communication between customer and field sales representatives to include inquiries regarding special pricing and deviations from standard policies and practices.2. Facilitate the order entry process by identifying customer needs and working with mill scheduling to secure a ship date that is consistent with those needs. Whenever necessary, negotiate a mutually agreeable ship date with the customer. Accurately enter customer orders. 3. Monitor inventory levels and age, serving as the intermediary whenever appropriate between sales management and the customer. Understand dynamic credit situations for assigned customer accounts, acting as the intermediary between PHG Credit Manager and customer. Communicate sensitive situations regarding inventory as well as credit to appropriate parties, ensuring that field sales representatives are aware of the dialogue; enlist their help as needed.4. Proactively communicate order-related issues to customers and field sales. Effectively resolve controversial service issues in a positive, professional manner. Promote, build and maintain a strong sense of teamwork throughout the company.5. Understand and communicate the service expectations of assigned customer accounts. Participate in customer surveys to document current customer views on service and to assess Glatfelter’s performance. Regularly participate in regular weekly service meetings to address service concerns and trends. Proactively focus on methods for continuous improvement. 6. Strengthen the Customer Support Team by promoting, building and maintaining a strong sense of teamwork throughout the domestic organization and beyond as the opportunity arises. Support team members in furthering departmental goals through open and honest communications, promoting team interests over self-interest.7. Ensure accurate customer specification file for assigned accounts. Understand complaint issues for assigned accounts. Manage the documentation process for order fulfillment, from inquiry to order and delivery to invoice, ensuring accuracy and customer satisfaction.
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