Customer Account Liaison

4 weeks ago

Mississauga, Ontario, Canada PLZ Aeroscience Corporation Full time

At PLZ Aeroscience Corporation, we are committed to excellence in product stewardship and innovation, strong ethical standards, sustainable operations, and the development of our people. Whether at our manufacturing facilities or corporate headquarters, we prioritize health and safety and offer the support you need to create the career you want, through engagement, equity, and inclusion, and opportunity.

The Customer Account Liaison will provide exceptional customer service to assigned top customer accounts and sales partners. Primary duties include office work related to the movement of customer purchase orders through our business operations. The position interacts with our top, strategic customers, accounting for 80% of our revenue, and provides status on purchase orders as well as information in response to inquiries about contracted products and services. Additionally, the Customer Account Liaison promotes and guides customers through our customer portal.

This is a hybrid role, with 3 days in the office and 2 days of flexibility to work from home.

Key Responsibilities:

  • Primary contact with customers and sales representatives concerning acceptance of orders and confirmation of production dates, quantities, products, shipments, and pricing.
  • Management of assigned accounts, building relationships with accounts.
  • Customer visits and dedicated calls.
  • Assist in building strong relationships with customers by working through internal systems and processes to meet their needs and requirements.
  • Develop and maintain customer profiles to document knowledge of customer expectations and delivery commitments.
  • Processing of item setup, substitutions, returns, and credits, as well as assisting customers with billing, shipping, and product inquiries.
  • Work with the plant scheduler to provide the customer with a schedule that is agreeable and workable for the plant. Monitor the schedule to ensure timely receipt of client materials and approvals to enable adherence to the schedule and delivery commitments.
  • Excellent communication abilities are required as this position is the Voice of Customer for our organization.
  • This critical role requires the ability to maintain composure during complicated exchanges as well as adapt to supply challenges by making changes that bind the company via order acceptance and schedule change impact.
  • Participate in the customer onboarding process.
  • Highlight all critical components, customer concerns, and expectations.
  • This position also communicates Volatile Organic Compound notifications and Pricing Communication. You must demonstrate exceptional organizational skills and use independent decision-making to proactively solve problems for our customers.
  • Achieve and maintain in-depth working knowledge of product uses and functions.
  • Ability to provide proactive and consultative customer service that aligns with our strategy.
  • Assist with special projects when necessary, including Allocations, Pricing Increases that have an impact on our revenue, and Reporting.
  • Focus on Order Management and Accurate Customer Master Data.
  • Drive customer adoption of our portal.
  • Processing Sales Orders, manual, troubleshooting order discrepancies, and assisting customers with pricing, order processing, and delivery issues.
  • Responsible for seamless and transparent execution from order acceptance through final product delivery.

Qualifications:

  • Must have a bachelor's degree or equivalent experience, preferably in a manufacturing environment.
  • SAP experience desired.
  • SharePoint, Smartsheet experience preferred. Must demonstrate proficiency in Windows, Excel, Outlook, and other MS Office applications.
  • Critical Skill Sets: Communication, Listening, Agility, Team Work, Adaptability.

PLZ Aeroscience Corporation offers a robust suite of benefits, including:

  • Medical, Dental & Vision benefits.
  • Company-paid Life and Short-Term disability.
  • Voluntary benefits, including additional life, disability, and hospital/accident insurance.
  • 401k & company-provided match.
  • Paid Time Off.
  • Bonus incentive programs (Note, bonuses are subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance).

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, or other protected status. EEOE/M/F/Vet/Disabled. All your information will be kept confidential according to EEO guidelines.

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