Visual Pak Companies is an Equal Opportunity Employer. Visual Pak does not discriminate on the basis of race, color, religion, marital status, age, national origin, disability, medical condition, pregnancy, gender (orientation or identification), sexual orientation, veteran status, or any other basis covered by federal, state, or local laws. All employment decisions are based on qualifications, merit, skills, individual performance, and business needs.

Position Purpose/Summary:

Center point of contact for day-to-day client activity. Provides synchronization of all necessary cross-functional activities, to properly and timely support client and internal activities. Demonstrates professionalism, punctuality, and loyalty while utilizing a service mindset to support both customers and internal Operations teams. Possessing the ability to multi-task and prioritize a complex workload under time constraints while maintaining customer satisfaction.

Direct Reports: None at this time

Knowledge-Skills-Abilities

Education:

• An undergraduate degree highly desired in a relevant topic or equivalent work experience.

Experience:

• 3-5 years of experience in a Customer Service-related role or demonstrated ability to handle day-to-day customer activities including leading external and internal customer meetings, handling concerns, providing appropriate solutions and consistent follow up on outstanding customer issues.

Skills:

• Able to associate with diverse character and backgrounds of coworkers and client personnel, successfully and with tolerance of individual differences.
• Proficiency mining data and assembling useful reports for Management review and decision.
• Ample forward thinking to multitask particularly in on-demand scenarios or plan changes.
• Team centric with service attitude
• Able to bear tight deadlines, unexpected extra needs, and anxious audience.
• Accepting instructions that may be hurried, incomplete, or require urgent action.
• Confident to present information, offer conclusions, and advocate for proactive problem-solving options.
• Schedule motivated as to be organized and detailed.

Technology/Software (years):

• Exceptional skills using current desktop systems such as Windows, Outlook, MS Office suite, and presentation resources.

Communication:

• Excellent writing and verbal skills.
• Great interpersonal communication skills, team player, cross-functional leader.
• Needs to have excellence in the quality of work with accuracy in all aspects of communication.

Physical Capabilities:

• Strength (lifting, dexterity, repetitive motion): Able to lift 50 lbs.
• Movement (standing, stopping, sitting, crouching, and crawling): Able to work in a fast-paced environment.
• Hearing (loud noise tolerance, quiet work area, public speaking, receive work direction):
• Vision (judge distance, read signs, extended computer work, identify details):

Miscellaneous:

• Location: Waukegan, IL
• Travel: Minimal; this position may be required to conduct on-site work as required.
• Vehicle: None
• Tools: Company provided
• Technology: The company provided

Position Responsibilities-Tasks-Deliverables

An individual must be able to satisfactorily perform each essential duty listed below. The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

All duties as assigned and the following specific activities. (Enlarge space as needed)

• Center point of contact for customer daily non-project related activities.
• Enter and/or review all customer PO’s for accurate pricing, MOQ’s and lead times.
• Review customer PO’s with Operations team as needed.
• Process changes for replenishment orders.
• Process BOM changes for non-project related changes.
• Attend and/or facilitate customer replenishment calls.
• Process customer sample requests.
• Manage customer inventory run out requests.
• Manage customer requests for data.
• Main point of contact for customer quality concerns, communicating the root cause and corrective action.
• Request and track customer forecasts.
• Review customers business vs. budget and alert Account Managers of any discrepancies.
• Assist with the management of aged inventory and communicating with the customer.
• Assist with the management and tracking of on time delivery and shipped in full.
• Participate in customer sigh lever execution agreements.
• Maintain customer score cards.
• Manage customer satisfaction survey communication.
• Process customer credit requests for approval.
• Write up operational and quality change requests for replenishment orders.
• Participate in special projects and initiatives as assigned to support Company Strategic Initiatives.

Key Performance Indicators (KPIs)

• On Time Delivery Metric.
• Customer Satisfaction Percentage.
• Monthly, quarterly, and annual specified goals as required.