Customer Account Representative

Libbey is hiring a Customer Account Representative III to provide superior customer service and order management service to our priority customers within different trade areas on a high-profile level 3 desk.

The Customer Account Representative III will be expected to proactively provide customers with all pertinent information related to their order status, including shipping, inventory, credit, and pricing. 

RESPONSIBILITIES


* Perform all order management activities, including entry, editing, expediting orders, and resolving pricing discrepancies


* Perform high-level service tracking, reporting, and investigating, including taking ownership on cross-departmental projects related to accounts


* Generate and utilize reporting in Excel, PowerBI, and customer specific portals as needed or requested by customers


* Service higher-level needs of assigned priority or complex accounts, including additional reporting, forecast support, scorecard reporting and monitoring, PDB reporting, and others as requested by Sales or the customer.


* Lead customer-facing meetings as required to provide support and information regarding Case Fill, OTIF, and other service and backorder updates


* Manage open backorders through daily review and coordinate shipping as ware becomes available


* Facilitate communication regarding shipments, prepare orders for shipping, build truck loads, assigning carriers and communicate with the Distribution Centers to ensure timely shipments


* Manage the made-to-order item orders, direct shipments, and cash in advance orders per SOPs


* Perform shipping, inventory, and manufacturing verifications on request


* Maintain ongoing interface with Deduction Management, Credit, Pricing, New Product Development, Knowledge Management, National Fulfillment Center (NFC), Logistics and Sales Departments


* Provide research or supporting documentation as requested for Deductions/Chargebacks research


* Maintain best practice processes that support OTIF and Case Fill service level targets


* Provide prompt telephone and email response to all incoming customer requests


* Manage customer price inquiries, including entering price requests into the CPQ/NPD system (or other appropriate means approved by the Pricing Department)


* Proactively provide customers with all necessary status reports including, order confirmations, backorder, and inventory reports


* Handle customer complaints effectively, courteously, and expeditiously


* Identify quick response needs, and exercise good judgment in ensuring customer needs are met – this will involve knowledge of Libbey’s customer base and internal organization structures



* Ability to navigate the JDE order management system, and to learn new program applications as required with training


* Lead, influence and empower the organization to fulfill our purpose (living our legacy, shaping our future and winning as one)


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