Job Summary

The Customer Account Specialist is responsible for establishing and maintaining a service- oriented relationship with external and internal customers. The CAS will ensure the fulfillment of customer orders by maintaining strong, timely and effective communication with internal departments as well as to the customer.

Essential Job Functions

•    Support the business strategy through the creation of customer-centric service processes, standards, and metrics.

•    Build customer loyalty by proactively managing the Customer’s experience, taking ownership of customer expectations, providing innovative service solutions, and maintaining an “ease of doing business” environment. 

•    Manage and align resources to meet customer requirements. 

•    Partner with Operations/Supply Chain to review schedules, anticipate and mitigate potential issues and collaborate on meeting customer expectations. 

•    Work in collaboration with other functions on escalated issues relating to customer orders, ship dates, quality concerns etc. 

•    Review job status utilizing the production schedules, inventory system and promise dates.

•    Obtain and evaluate all relevant information to handle product and service inquiries.

•    Provide pricing and delivery information.

•    Process critical customer activities including order entry.

•    Organize workflow to meet customer time frames.

•    Prepare and distribute customer activity reports (i.e., inventory min/max, sales reports) as needed and/or requested.

•    Support all salespersons assigned.

•    Perform other tasks as required or as requested by supervisor.

•    Ability to collaborate and maintain Garlock's commitment to a Food Safe environment.

Education and Experience

•    High school diploma, general education degree or equivalent.

•    Experience in manufacturing, the printing industry and/or packaging is a plus.

Skills and Knowledge

•    Must have a high school diploma or general education degree.

•    Proficient computer skills, including Microsoft Office; familiarity with ERP systems is a plus.

•    Excellent communication and written skills.

•    Strong attention to detail and acute problem-solving skills

•    Flexibility and the ability to multitask.

•    Works well in stressful situations and has demonstrated the ability to relate to difficult customer interaction.

•    Proven ability to work independently and under own initiative.

•    Ability to work as part of a team and meet targets/goals efficiently.

Typical environment of manufacturing and production facilities.  Exposure includes but is not limited to continuous noise, scent of materials, bright workstations, machinery with moving parts.

Other Details: 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

This company is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

It is the responsibility of all Employees to ensure that the product produced by Garlock Flexibles meets or exceeds the expectations for quality of Garlock Flexibles and their Customers. It is also the responsibility of all employees to ensure that the Hygiene of their work area meets or exceeds the standards set in Garlock Flexibles Good Manufacturing Practices Manual.