Toledo Region Jobs

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)
• Cultivate a diverse and inclusive culture where associates can thrive, make us better and fuel ideas/innovations to ensure our long-term success

REQUIREMENTS & QUALIFICATIONS

• High School Diploma or GED required; Associate or Bachelor’s Degree preferred
• 4-6 years of relevant experience
• Previous sales and customer experience desired
• Superior telephone communication and computer skills

• Ability to work an off-shift as required, to provide national time zone coverage

COMPETENCIES FOR SUCCESS

• Take Control: ask for the direction and support you need to attain mastery of your objectives and ownership of your professional development.
• Be Engaged & Committed: lean in to learn, engage, and contribute, resulting in increased performance and personal satisfaction from your work.
• Be Accountable: hold yourself responsible for achieving your goals and successfully executing against the organization's initiatives.
• Continuous Improvement Mindset: Act with curiosity, proactively identifying and implementing changes to enhance work processes and outcomes. Consistently seek opportunities to improve efficiency, quality, and overall effectiveness.