Account Specialist Job

                                                      Job Description

Division:    Bostik Inc.

Location:  Radnor, PA or Dublin, OH

Job title:  

Account Specialist

Situation in organization

(enclose a copy of your organization structure)

Job dimensions (Can be standardized)

This position is responsible for the Sales Order Management process, customer satisfaction and support, account reconciliation, and supporting the revenue stream of Bostik Inc.  Individuals in this role will have SAP, Outlook, SalesForce, HighRadius and related systems proficiency/expertise.

• Quote list prices and/or special competitive pricing and/or provide discounts to customers as agreed by marketing and sales for Domestic customers
• Balancing customer needs within the BU forecasting process and plant production in coordination with Supply Chain.
• Manage customer orders by source of supply

Activities (appropriate)

• Proactively identifies issues and opportunities to communicate internally and externally.
• INTERNAL: Possesses strong knowledge of BU's business and technical knowledge / functional knowledge in area of responsibility.  EXTERNAL:  Must be able to demonstrate career progression across order management disciplines within an ERP System   
• Quote list pricing/special arrangements/discounts as agreed to by sales; assist in collection efforts, respond to technical questions when appropriate.
• Develop and maintain ISO documentation.
• Manage customer orders, manage customer expectations, resolve crisis situations, work with SC to satisfy delivery dates, maintain master records, handle credits/debits/returns, resolve residuals, recording complaints in HighRadius Dispute Module. 
• Demonstrated understanding and knowledge of the order process and key fields for expected results, ATP, combined settings for transportation, etc.  Understanding of more complicated customer delivery processes, such as vendor managed inventory, third party orders, inter-company orders/transfers, and consignment with reconciliation. 
• Knowledge of inventory review, ATP checks, product lead-time and works with plant for product availability and marketing/sales on pricing. 
• Attends Supply Chain S&OP meetings, understands changes and impact to product delivery, and communicates the information and impact to the team.
• Records Complaints and correctly assigns to investigating party, understands implications of issues and effectively manages complaint process.  Reviews finding and implications to customer.
• Proactively maintains an ongoing relationship with all customers both internal and external
• Receives, acknowledges and processes customer orders within 24 hours of receipt
• Provides pricing, availability, and schedule information; with full understanding of product and packaging options
• Suggests additional/alternative products to meet customer needs; shares information with marketing and sales on customers and market conditions
• Handle credit/debit/return adjustments.  Investigate and resolve residuals on a timely bases.  Using the HighRadius Tool, when appropriate complete an OCA (online Credit Application) to have customers credit line reviewed for increase. 
• Tracks order activity and alerts potential delivery problems. Expedites the delivery of orders.  Negotiate optimal mode of transportation through interaction with Logistics.  Resolve crisis situations during and after hours of operation while not jeopardizing the customer relationships.
• Strong Knowledge of SAP/ERP Master Data 

Context and environment (Can be standardized)

The Bostik Customer Service Organization is centralized in structure but de-centralized in execution as the incumbent will support a particular Business Unit (s). 

Daily functions are conducted in accordance with Bostik, Inc. Customer Service ISO 9000 Quality & Procedures Manual, Business Unit Work Instructions and associated documents, Business Unit Rules or Guidelines, Company Policies and Procedures, Federal, State and Local Legal, Tax, Health, Safety and Environmental Guidelines/Regulations (Includes Robinson Pactman Act, Hazmat, TOSCA, NAFTA, Product Stewardship, DOT, IMCO, among others.

Accountabilities (appropriate)

• Accurate Order entry, communication of issues as soon as possible.
• Monitor orders for on-time delivery or proactively renegotiate delivery dates. 
• Follow business specific service rules.
• Creates relationship with customers, gains appropriate business knowledge. Understands customer order patterns and monitors changes, reports issues to sales staff
• Knowledgeable in SAP customer master and output settings to provide consistent information to customers, such as Order Acknowledgement, Order Confirmation, ASN, COA, Invoice.  
• Maintain or exceed customer revenue and working capital targets.          
• Define and communicate issues to a greater extent.                                                               
• Assist with process improvement for business specific activities internally and externally.
• Identify the need for new ISO Procedures; make recommendations for revisions and/or deletions of ISO procedures.
• Proactively assist team members with daily activities and training efforts (attend training, identify areas of importance, and share with team members).
• Ensure the same level of service is applied to all accounts whether they are assigned specifically to you or a team member.  Clear, two-way communication to team members regarding the status of customer accounts in a back-up situation.  
• Ability to enter and close complaints in each BU's specific complaint system within BU established service level.

Qualifications / experience required (appropriate)

• BS required
• Minimum Years Of Experience = 3-6
• Intermediate Excel skills (V-Look up; pivot tables, etc.) preferred. 
• Proficient in Power Point
• Strong communication skills (both written and verbal), problem solving & decision making skills; presentation skills
• ERP Experience; SAP Strongly Preferred, HighRadius, SalesForce

Date     

Name of the Manager :

Signature and name of Job Holder :

Signature for approval :