AMERICAN PACKAGING CORPORATION

ROTOGRAVURE CENTER OF EXCELLENCE

JOB DESCRIPTION TITLE: CUSTOMER PLANNING SPECIALIST

STATUS:Non-Exempt

REPORTING RELATIONSHIP:Customer Service Manager

SUPERVISORY RESPONSIBILITIES:None

REVISED DATE:5/23/2016

SUMMARY:The primary focus of this position is to be the primary planner and liaison between the Center of Excellence, sales and the customer for the accounts under your responsibility.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

  • Serves as primary plant contact and information center for plant’s customers.
  • Strengthens and maintains favorable relationships by telephone and written correspondence utilizing diplomacy and professionalism while being solution driven.
  • Corresponds by telephone, in person, or in writing with customers to take orders, record changes, answer inquiries, and release the product and distributes forms and copies as needed. Provides customers with timely and accurate information on all requests.
  • Facilitates and coordinates critical timeline needs accordingly with all departments in the facility to ensure customer expectations are met. Manages timelines and expectations of meeting the timelines from receipt of an order through production and delivery of material to the customer.
  • Manages inventories for customers which may require analysis of customer planned usages, customer inventory and APC inventory. Through this analysis places orders on behalf of the customer.
  • Develops demand forecasts in order to ensure that continuous supply of materials is not disrupted and customer action plans are created and managed. Uses historical sales data in conjunction with any customer provided forecast information to create a customer action plan for raw material supply and production.
  • Closely coordinates and communicates customer action plans with supply planning by regularly monitoring and managing reserve orders for materials.
  • Maintains and communicates through knowledge and awareness of customer information and obtains necessary technical product and development knowledge to assist sales and manufacturing.
  • Works closely with Product Development Engineers in coordination and timing of trials to meet customer needs.
  • Receives customer complaints, either verbally or in writing. Documents and routes information to appropriate personnel for resolution. Monitors the resolution of complaints to ensure they are completed in a timely manner. Coordinates communication of disposition, RC/CA and manages return of material, if applicable to ensure customer is completely taken care of.
  • Interacts closely and regularly with other departments and locations within the organization to obtain and provide information.
  • Prepares reports as per customer needs and requests.
  • Monitors inventory so aged material can be shipped or pre-billed promptly based on customer agreements.
  • Corresponds with company sales force as needed to address customer issues.
  • Any other assigned responsibilities.

QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to take ownership of accounts, be polite and use good manners and appropriate language, absorb criticism, accept new challenges, manage time effectively, handle multiple requests at once, prioritize and re-prioritize and educate the customer in a prompt fashion. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

Associate’s (A.A.) or Bachelor’s (B.A.) degree or two years related experience and/or training; or equivalent combination of education and experience. Must be able to handle pressure and work well with all levels within the organization.

FOOD SAFETY TRAINING REQUIREMENTS:

Food Safety Training, consisting of the GMP/PPE/Food Safety Policy, HACCP Plan and SQF System is provided to all personnel at the time of hiring. Refresher training is completed annually, based on the anniversary month of the employee’s date of hire. Completion of this training is a condition of employment.

LANGUAGE SKILLS:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization. Language ability in Spanish may be helpful, but is not required.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to deal with problems involving several concrete variables in standardized situations and identify creative solutions to situations.

PHYSICAL DEMANDS: The physical demands described here are representatives of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually moderate.