Customer Service Account Manager II

JOB SUMMARY
Manage and coordinate customer service activities to ensure optimum customer satisfaction through the development and implementation of processes and procedures designed to meet customer needs as they relate to quality, delivery, and service. Direct management of critical customer accounts as necessary. Routine contact with internal and external customers is required to obtain, clarify, or provide facts and information.

LOCATION

This role will be based on-site at our Asheville (Arden), NC facility.

Jabil Asheville’s diverse capabilities help our customers succeed in the complex, evolving healthcare marketplace.

Established in 1995, the Asheville location (in Arden, NC) is a high-speed automated assembly site for Jabil. It operates 24 hours a day, seven days a week, and specializes in injection molding and assembling precision pharmaceutical components. Operations on site harness Lean Six Sigma principles, driving continuous improvement in order to best support Jabil customer innovations, and ultimately help deliver their products to market quickly and reliably.

Hailed as "The Land of the Sky," Asheville is located between the Great Smoky Mountains and the Blue Ridge Mountains in western North Carolina and is often cited as one of the “10 Most Beautiful Places in America”.

ESSENTIAL DUTIES AND RESPONSIBILITIES
· Provides timely and accurate information to incoming customer order status and product knowledge requests.

· Processes customer orders/changes according to established policies and procedures.

· Processes customer returns according to established policies and procedures. Initiates shipping request forms as appropriate.

· Works closely with Finance to maintain Accounts Receivable according to contract terms.

· Provides timely feedback regarding product service failures or customer concerns.

· Partners with Business Unit representatives to meet and exceed customers’ service expectations.

· Arranges customer meetings, visits, and events.

· Provides general administrative support to assigned Business Unit.

· May perform other duties and responsibilities as assigned.

JOB QUALIFICATIONS

KNOWLEDGE REQUIREMENTS
· General understanding of cross-functional matrix organization and ability to learn where to go for help.

· Advanced PC skills, including training and knowledge of Jabil’s software packages.

· Strong demonstrated skills in SAP, Excel, PowerPoint, and Power BI.

· Basic understanding of bookkeeping and/or accounting fundamentals.

· Proficient English language reading and writing skills required.

· Ability to effectively communicate and present information and respond to questions from groups of managers, clients, customers, and the general public.

· Ability to define problems, collect data, establish facts, and draw valid conclusions.

· Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

· Ability to compute rate, ratio, and percent and to draw and interpret graphs.

· Demonstrated ability to effectively communicate and present information and respond to questions from groups of managers, clients, customers, and the general public.

EDUCATION & EXPERIENCE REQUIREMENTS

· Bachelor’s degree in Business or related field preferred with at least 1-2+ years of experience in a production planning or similar type of role.

· Thorough knowledge of MRP, lead times for specific component types, internal run rates, test development lead times, machine programming lead times and complete understanding of the chronological sequence of events that must occur in order to build a product.

· Manufacturing experience is a plus. 
· Or an equivalent combination of education, training, or experience.