Customer Service Specialist - Contract Division
Knoxville, TN
Full Time
Mid Level
BHS Corrugated North America is seeking a Customer Service Specialist - Contract Division to join our growing team in our Knoxville, TN facility!
Job Description:
The Customer Service Specialist - Contract Division is responsible for coordinating all activities associated with contract support for corrugating rolls. This role serves as the main point of contact for the customer. The NICE Specialist will advocate and work with internal departments to ensure the customer’s needs are understood and satisfied. This is a hybrid position requiring less than 10% travel.
Job Responsibilities:
Job Requirements:
Benefits:
About BHS:
BHS is the world’s largest provider of solutions for the corrugated industry. We are a privately-owned company, headquartered out of Germany, with more than 50 years in the corrugated industry. BHS has been in North America for 30 years, primarily focusing on the sales and service of corrugated equipment.
Job Description:
The Customer Service Specialist - Contract Division is responsible for coordinating all activities associated with contract support for corrugating rolls. This role serves as the main point of contact for the customer. The NICE Specialist will advocate and work with internal departments to ensure the customer’s needs are understood and satisfied. This is a hybrid position requiring less than 10% travel.
Job Responsibilities:
- Ensure contract compliance and if necessary, may initiate corrective action.
- Customer providing footage data for billing purposes.
- Customer allowing for semiannual audits.
- Identify if changes outs are not aligning with contract forecast.
- NICE Progress Reporting
- Maintain quarterly reports to identify the customer’s overages.
- Maintain quarterly reports to identify audit status.
- Updating any other key metrics needed to measure success of contract programs.
- NICE Corrugating Roll and Cassette Changes
- Prioritize shipments based of needs and urgency. Planned shipments should be schedule three plus months out.
- Prioritize with production assembly is a cassette assembly is needed. If not an urgent situation, the objective would be to not cause disruptions to planned assemblies.
- Perform all standard work required for our NICE contract customers.
- Assure all monthly and quarterly invoices are issued correctly and timely.
- Schedule semi-annual audits with the customer and Service department.
- Schedule installs and logistics with the customer and Service department.
- Work with Inventory Control to communicate inventory required for NICE customers.
- Ability to handle and process customer complaints and concerns in a professional manner.
- Understand and follow response process and procedures.
- Identify support help as required. Technical or commercial.
- Maintain good negotiating skills and support positive “Can-do” approach towards customer concerns.
- Provide VOC to BHS team. This includes concerns, expectations, and any strategic thoughts.
Job Requirements:
- 2+ years’ experience in a professional customer service or account manager role required.
- Excellent communication skills. Verbal and written ability required. Ability to interact with all levels of customer organization.
- Strong Customer focus: demonstrated ability to develop and maintain positive customer relationships.
- Excellent organizational and documentation skills required. Must be able to multitask and assure extended tasks are followed up and completed. Accurate documentation is essential to this role’s success.
- Self-directed and motivated. Capable of establishing own tasks list and work with little supervision and make independent decisions to meet customer deadlines.
- Must have the desire and ability to learn products relevant to assigned customer base.
- Problem solving and negotiation skills.
- Intermediate Excel skills required.
- Experience working with Microsoft products.
- Ability to work at computer for 8 hours a day and ability to lift up to 20 pounds.
- SAP
Benefits:
- Medical, Dental, Vision Insurance
- Company-Paid Life Insurance
- Company-Paid Short-Term Disability Insurance
- Company-Paid Long-Term Disability Insurance
- Generous 6% 401(k) Match
- Vacation / Paid Time Off
- Tuition Reimbursement
- Legal Assist and ID Theft
- Employee Assistance Program
About BHS:
BHS is the world’s largest provider of solutions for the corrugated industry. We are a privately-owned company, headquartered out of Germany, with more than 50 years in the corrugated industry. BHS has been in North America for 30 years, primarily focusing on the sales and service of corrugated equipment.
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