at Morton Salt in Overland Park, Kansas, United States
Job Description
Morton Salt is an iconic company with a strong heritage and a bright future. Since 1848, we have been improving lives and enhancing everyday moments – at home, at work and virtually everywhere in between. We help unlock the flavors in food, make roads and sidewalks safer, improve the water in baths, pools, and homes, and keep businesses and industries running. We are a dedicated team who constantly strives to do better together, and we are passionate about building a sustainable future for our company, the communities in which we operate, and the world around us. By joining our team, you will contribute to producing and delivering every form of salt that enhances everyday life.
Responsible for managing the relationship between the customer and the company with respect to their assigned accounts/customer segment. This process begins with the placement of an order and involves all aspects through the receipt of final payment for that order (OTC). The jobholder manages the relationship by a) becoming intimately familiar with the customer's organization, product needs, processes, and procedures; b) analysis of historical data and account trends; and c) partnering with the Sales team to provide the highest level of customer service to all accounts. This information is then used to design efficient and cost-effective business solutions for the benefit of both the customer and the company which result in improved customer relations and generates new or continued sales.
Duties and Responsibilities
- Serves as the representative and primary contact between the company and assigned external customers, responsible for all aspects of the relationship including, direct receipt of orders for product by customer, ensuring prompt resolution of any issues which may arise from the time the order is placed through the date on which final payment is received from the customer (the “order to cash cycle”), as well as on-going maintenance and growth of the relationship with the assigned customer.
- Works to improve the company’s relationship with external customers through regular contact and communication, customer visits, and by expanding relationships with key contacts throughout customers’ organizations.
- Establishes and maintains positive and effective relationships with key internal contacts that include but are not limited to Sales/Brokers, Warehousing, Inventory, Supply Planning, Quality Assurance, Finance, Transportation, Information Technology, etc.
- Utilizes SAP order management system to process customer orders, complete order changes, and monitor compliance of all assigned accounts.
- Maintains knowledge of all internal company policies and procedures, software applications and other resources which impact any aspect of the order-to-cash cycle or performance of any Customer Service responsibilities.
- Partners with key internal and external contacts to ensure customer orders are compliant across all SLA’s and KPI’s, such as order lead time, order weight, on time pick up, etc.
- Maintains knowledge of assigned external customer's organizational structure, procedures and inventory management systems, applicable software and all other pertinent information.
- Utilizes historical data and other available resources to identify cost effective, supply chain efficiencies that best service the needs of Morton Salt and the customer taking into consideration factors such as special added services, method and availability of transportation, product availability, product shelf-life and other potential issues which may impact any aspect of the order-to-cash cycle.
- Negotiates directly and indirectly with and on behalf of internal and external customers, to identify and implement creative solutions and resolve issues which negatively impact any aspect of the order-to-cash cycle, Morton Salt’s relationship with its customers and/or the timely and accurate delivery of products to external customers.
- Vendor Managed Inventory (VMI) accounts—manages the supply chain for VMI customer(s) meeting or exceeding customer turns and service requirements; monitor customer inventory positions, generate and manage order writing activities, reconcile exception orders and analyze data to review customer promotions and trends.
- Take on leadership role within specified team; serve as subject matter expert regarding Customer Service process/procedures.
