Client Partner Representative

POSITION OBJECTIVE

This position is responsible for management of customer orders and accounts not limited to order entry, order acknowledgements/status, follow through w/customer communication where needed, inter-company order processing, customer/order complaints, and sales support. This position is the lead for all customer communication regarding all existing orders in process, as well as, in transit. It is also expected that CS Client Partners maintain an active selling approach with customers, soliciting new business from current customers on their regular contacts with them.

MAJOR AREAS OF ACCOUNTABILITY

• Process and monitor customer orders (international, inter-company, domestic and house account).
• Maintain customer files (communication file, invoice file, and open order file).
• Respond to customer calls and/or correspondence on a timely basis w/ communication that is sufficient to fulfill their needs regarding their orders.
• Manage customer complaints

1. Provide them to QA for processing.
2. Update Business Development Manager / Salesperson.
3. Work with QA as needed.
4. Update customer as to investigation progress.
5. Escalate as needed

• Provide an order acknowledgement within 48hrs of the receipt of an order.
• Maintain current open order progress by customer, weekly, or as requested by customer and/or sales (new business development) manager.
• Communicate order changes to customers weekly, as needed.
• Manage “First Time Order” process.

1. Effectively communicate internally and externally to work through issues impeding timeliness.
2. Complete and execute packaging specifications and coordinate with the customer to sign Supplement Facts Panels, Finished Product Specifications, or other documents provided by PD to Customer Service for customer’s signature.
3. Coordinate label review and proof approvals to ensure timely process.

• Directly and effectively work with all areas – Operations, Accounting, Purchasing, and Quality – to assure that issues affecting order delivery dates are quickly solved.
• May assist in collections when needed.
• Keep the open order report up to date at least weekly.
• Proactively contact customers (phone with written backup) to report delays or deviations to customer expectations.
• Follows established procedures including standard operating procedures (SOP’s), cGMP, food safety regulations and safety procedures.
• Will be required to perform other duties as requested, directed, or assigned.

QUALIFICATIONS

TECHNICAL JOB CRITERIA

1. Previous Related Experience Required

2-4 Years of experience in Customer Service or service-related positions. Work in the supplement/consumer packaged goods area a major plus.

2. Technical Skills Required to Perform this Job

A working and functioning knowledge of Microsoft Office and our current operating system. Ability to understand and process order related data and our order process.

3. Education

High School Diploma. College degree preferred.

4. Other Certification/Training Required to Gain Function-Related Technical Knowledge

Ability to work within our current operating system (AS400).

INDIVIDUAL SPECIFIC JOB TASKS

• Provide outstanding customer service – 95% on Time (based on order confirmation).

• Confirm the receipt of every order within 24 Hours..

• Confirm a ship date for every order as soon as it is provided by the Planning Department.

• Communicate the status of each order weekly.

• Attend All Open Order Meetings.

• Review all orders weekly.

• Work with other supply chain members to gain information regarding the status of each order daily.

• Maintain records, contact information, and electronic files for each customer.

• Understand the current inventory position on each product.

• Ensure all orders are placed into the system the day they are received.

• Assist with dossiers and international registrations where needed.

• Track customer componentry throughout our system.

• Review order trend periodically.

• Act as a voice of the customer to provide a high level of service.

• Work with all departments representing the customer.

• Develop additional sales opportunities when possible.

• Helps to maintain a positive working environment within the department.

• Helps in training co-worker's to fill in department needs.

• Identifies any deficiencies, constrains, and/or problems that could impede the efficient process flow and assist and/or provide ideas and feedback to solve them.

• Resolve all issues with Department Manager.

• Do whatever it takes to accomplish tasks.

• May be required to perform other duties as requested, directed or assigned

Florida Supplement provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Florida Supplement complies with applicable state and local laws governing non-discrimination in employment. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfers, leave of absence, compensation, and training.