Job Description

Job Description:

To manage customer expectations and performance from purchase order receipt to cash with the highest urgency and ownership! To be accomplished through collaborative teamwork and timely communication with external Customer, and internal Production, Logistics and Sales. This position is required to manage our largest accounts and be an example to the rest of the team.

Responsibilities:

· Manage emails with a goal of a maximum of 2hr response time.

· Maintain communication as a liaison between sales and the customer

· Key role in frontline communication with the customer

· Be proactive in potential problems and address with customer immediately

· Become cross trained with all team members to understand their role and be able to assist if needed

· Checking on customers order/progress daily to address any delays or concerns

· Work closely with sales to determine best results for customers

· Provide any reports needed to customers and/or sales

· Work closely with logistics for any scheduling needs/issues

· Answer inbound CS calls

· Assist in filling paperwork

Traits of a successful Sr. Customer Service Account Manager:

· Possess a growth mindset – continually looking for process improvements/simplification.

· Demonstrates great communication, even when faced with upset customers

· Must be dependable, hardworking, and independently driven

· Need to be proficient in Microsoft Suite (Office, Excel, Word, Teams, etc.)

· Flexibility to take on added responsibilities as necessary will be needed as Royal continues to grow as a company

· Leader mentality

· Professional in appearance and in writing

· Ability to take on top customers immediately.

· Familiarity with manufacturing is a plus

Royal Paper is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.

Employer participates in E-Verify per state law. This is a Drug Free work environment. Must pass all pre-hiring drug and background checks abide by all Plant and Safety Rule

Job Type: Full-time

Benefits:

401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance

Schedule:

8 hour shift
Day shift

Application Question(s):

Can you pass a drug (Includes THC) and background screen?
What is your desired pay rate?
Can you describe a time when you had to handle a particularly challenging customer situation? How did you approach it, and what was the outcome?
How do you prioritize tasks when dealing with multiple customer inquiries or issues simultaneously?
How do you handle constructive feedback from customers, and how do you use it to improve your performance?

Experience: