Account Representative

Scope:

• To maintain an open an accessible line of communication with the customer from receipt of order until final delivery, and follow up support.
• To supply the customer with full disclosure of order status in real time.
• To follow internal progress of the order and alert the customer to any issues that may cause delay in ship date, quantities, or final product as soon as possible.

• To ensure that the customer authorizes changes and confirms said changes before implemented.

General Summary:

• Immediately acknowledge parameters and receipt of orders.
• 48 hours from receipt of order - to order confirmation.
• Stay in touch and on top of the order throughout the production process. Relay as much information as possible including QA issues and production delays to ensure the customer is aware of the order development.

Typical work activities:

• All purchase orders must be received via email.
• Upon receipt of incoming order via email, parameters checked to ensure all pertinent information provided such as part number or description, quantity, pricing, ship to, ship method, etc. If details are missing, the order is returned to the customer for completion before order will be accepted.
• Once order reviewed and deemed acceptable, an email sent immediately to the customer thanking them for the order.
• Enter the order into Priority including an attached copy of the original customer purchase order.
• Order is forwarded to the scheduler to review and assign due date based on production schedule and, when applicable, requested due date.
• Scheduling review should take no more than 48 hours from order entry to order confirmation.
• Once the order is set in production, an order confirmation supplied to the customer. At this point, the customer is responsible for checking the order for its validity based on their purchase order.
• If any changes occur to the order after original order confirmation, a new order confirmation created and submitted to the customer.
• If production goes as scheduled, communication with the customer notified prior to ship date advising the customer of progress and request shipping organization.
• Based on feedback from production, customers notified if any issues arise such as a shipment delay. If shipment delays occur, we offer alternative solutions to see if customer can utilize a different product until original material produced.
• Once order is shipped complete, we send invoices, ship documents, COA’s/COC’s as required on same day as shipment.

Potential candidates will need to show evidence of the following:

Success Factors (measurable goals):

Status:

Knowledge, Skills, and Abilities:

Location: Palziv North America, Louisburg, NC

Revision

Section

Description of Change

Date of Update

Approved By

A

Original

Greg Brooker

B

ALL

Re-Ramp whole document to align with current duties.

3/25/2022

Mary Goode