Sr. Account Specialist

Company Description

Supply Chain Solutions (SCS) provides disc manufacturing, packaging and distribution for all major studios, independent rights holders, software developers and game publishers: Optical Media Manufacturing Services, Custom Packaging, Procurement and dry goods management, Distribution and Fulfillment, Returns Processing, Inventory Control and Management and Freight management services. SCS benefits from proven experience, capability, and innovation, with combined unique selling propositions around manufacturing, supply chain and fulfillment, and transportation. SCS has successfully optimized its disc business and implemented a clear diversification strategy aimed at leveraging all verticals, assets and capabilities in:

• Establishing Vinyl production manufacturing, packaging and distribution in North America and Europe;
• Further expanding Non-Disc Supply-Chain & fulfillment services;
• Enhancing transportation freight brokerage in North America; and
• Launching new product lines and expanding our print procurement capabilities

Check us out at https://www.vantiva.com/activity/supply-chain-solutions/.

We believe our growth and innovation will be enhanced with diversity. Therefore, as we push the edge of what’s possible, we are committed to an equitable and inclusive culture that reflects the dynamic world around us.  We are continuing to build and maintain working environments where each employee is comfortable being their authentic self and feel respected for who they are.   We know great things happen when teams from different backgrounds, geographies, cultures, and human experiences collaborate as such, we’ve engaged employees globally across various departments and positions in organizational committees aimed at propelling the company forward. Three examples of this are our Women’s Leadership Network, Business Ethics Panel, and Internal Communications Strategy.  Come join us in making a positive impact!

Job Description

Manage customer accounts by overseeing all aspects of the assigned client relationships both commercially and operationally.  Make company-binding decisions and commitments to customers.  Develop full-scale project plans and associated communications documents and revise as appropriate to meet changing needs and requirements.

• Builds a knowledge base of each client’s business, organization, and objectives and continually seeks opportunities to increase customer satisfaction and deepen client relationships
• Build and maintain trustworthy customer relationships with both external clients and internal customers through accurate, thorough, and timely communication of information
• Interpret, enforce, and maintain individual customer contracts, rate cards, Service Level Agreement (SLA) documents and associated commitments made on behalf of the organization
• Coordinate quotations with support from Pricing and Contracts Administration and Sales
• Pursue new business opportunities with existing customers
• Provide and maintain customer forecast information and distribute internally to appropriate departments
• Sets and manages client or vendor expectations
• Liaison with Finance and customers to resolve invoice discrepancies
• Manage capacities at multiple manufacturing and distribution sites to ensure timely manufacturing and obtainment of requested due dates
• Manage inventory/production that relates to workability and provide feedback to external and internal customers
• Responsible for monitoring bill of materials (BOMs), orders, customer assets, invoices, and other customer requirements.  Process order data into system as appropriate.
• Print procurement and inventory management to include timely review of obsolescence and monthly reviews for space billing  
• Produce various reports for customer(s) as requested
• Facilitate corrective actions and root cause resolution for all external customer complaints
• Suggests areas for improvement in internal & external processes along with possible solutions
• Cross-train to support other accounts as needed

Qualifications

• At least 4 years’ customer service or account management experience is required
• Strong PC, database, and operating system experience.  Must be proficient at Microsoft Office.  Solid working knowledge of current Internet technologies, including Intranet, Extranet, and client/server architectures

Preferred Education and Experience

• Bachelor’s degree in business management, marketing, or related field preferred or