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Drug Plastics and Glass Hiring for Account Experience Manager Job at Boyertown, PA Full Time
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Account Experience Manager – Remote
About Drug Plastics:
Drug Plastics is a growing company that is looking for people who are eager to share their knowledge, talent, and experiences. As the premier manufacturer of bottles and closures for medicinal, wellness, and lifestyle products, we have over 50 years of experience helping companies with complex regulatory and packaging challenges.
Our FDA-approved, ASTM-certified, made in the USA bottles and closures help our customer comply with these increasingly regulated industries. In addition to our traditional HDPE, LDPE, PP, and PET resins, we offer sustainable material options, such as Post-Consumer Recycled (PCR) HDPE and PCR PET. We also offer flame elimination and source reduction for greater environmental responsibility. Our plastic packaging solutions increase our customers’ profitability, reduce their risk, and reinforce their brand.
Overview:
The Account Experience Manager is responsible for ensuring that Drug Plastics customers have a superior experience; from the point of sale as well as throughout their entire relationship with Drug Plastics. This includes communicating with customers to ensure that all of their business management needs are understood and addressed with excellence.
Accountability
Reporting to the Director of Sales, assumes responsibility for the accomplishment of the above general objectives through building strong relationships, collaborating with internal departments, and leading the resolution of any product related issues .
Specific Responsibilities
- Ensure that customer’s needs are met in a timely manner with a focus on improving the customer experience.
- Collect and share with appropriate colleague’s information concerning customer behavior to better understand their changing needs.
- Communicate Drug Plastics company values and update customers on any new products, programs, or marketing initiatives.
- Proactively maintain communication channels with customers, via phone, video conference and face-to-face meetings.
- Use company CRM system to execute plans to successfully manage customer Projects, Contracts, Cases, and any other appropriate modules.
- Lead the onboarding of new customers in conjunction with Customer Service/Order Fulfillment and Business Development Manager.
- Act as the point of contact for all customer concerns until a mutually agreeable resolution is achieves.
- Work with the Drug Plastics Production Planning and Inventory Control group and the Customer to accurately identify and refine product specifications in order to achieve the most efficient and effective specification.
- Improve inventory control by assuring shipments within 10 days of original agreed to ship date, either to customer location or mutually agreed to third party site.
- Ensure that lead times are established.
- Ensure that Drug Plastics standardized materials and packing specifications are utilized in all customer specifications.
- Achieve improvement between customer order(s) and their scheduled pickup-and- delivery when better than established lead time is being implemented.
- Establish an escalation process at customer in order to achieve customer payment(s) expectations while ensuring that all customer invoice deductions are investigated and appropriately resolved.
- Manage customer projects by identifying and communicating all aspects of the projects to be measured. Set performance levels and communicate to necessary stakeholders the anticipated outcome including attainable goals for completion.
- Negotiate, manage and execute non-commercial contracts with customers.
- Monitor and manage customer commercial agreements communicating contract action steps to appropriate personnel.
- Establish strategic initiatives at designated accounts which address Drug Plastics and Customer corporate sponsored needs, and execute implementation of actions in order to achieve Drug Plastics and Customer Corporate needs.
- Responsible for quarterly reviews and sales budget updates with coordination/communication with the appropriate Business Development Manager.
Position Requirements
- Bachelor’s degree in Business or related discipline, MBA or relevant Master’s degree a plus.
- A minimum of 5 years of Customer Account Management experience
- 3 to 5 years of business development / direct sales experience
- Customer related project management experience
- A minimum of 3 years of Customer Relationship Management (CRM) system experience
We welcome your interest in being a part of our team and the Drug Plastics family!
