Client Success Coordinator

Join the PAK

The Visual Pak Companies are aligned with many of the largest consumer product companies in the household, personal care, automotive and food product industries.

30 years of consistent growth with no end in sight is a testament to our best-in-class workforce as the foundation for our collective success. The Visual Pak is looking for innovative and dedicated achievers who are encouraged to keep a healthy work/life balance to join our team.

Position Title: Client Success Coordinator EEO Category: Exempt

Reporting into Title: Client Services Supervisor

Business and Department: VP Commercial Operations

Visual Pak Companies is an Equal Opportunity Employer. Visual Pak does not discriminate on the basis of race, color, religion, marital status, age, national origin, disability, medical condition, pregnancy, gender (orientation or identification), sexual orientation, veteran status, or any other basis covered by federal, state, or local laws. All employment decisions are based on qualifications, merit, skills, individual performance, and business needs.

Position Purpose/Summary:

Responsible for order entry, change order requests, open order management, and data accuracy within ERP systems. Provides synchronization of all necessary cross functional activity, to properly and timely support client internal activities. Possessing the ability to multi-task and prioritize a complex workload under time constraints while maintaining customer satisfaction.

Direct Reports: None at this time

Position Responsibilities-Tasks-Deliverables

An individual must be able to satisfactorily perform each essential duty listed below. The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

All duties as assigned and the following specific activities. (Enlarge space as needed)

• Enter and/or review all customer PO’s for accurate pricing, MOQ’s and lead times within 24 business hours.
• Review customer PO’s with Operations team as needed.
• Process changes for replenishment orders within 24 business hours.
• Review BOM requirements in processing orders and order changes.
• Process customer sample requests within 24 business hours.
• Work with planning on executing customer inventory run out requests.
• Manage internal requests for data.
• Communiate with account managers with obtaining customer PO’s for SLOB, warehousing and liabilities.
• Manage the OOR in tracking of on time delivery and shipped in full by ensuring the dates are accurate and updated timely.

• Manage customer change and cancellation requests through the internal change request tracker.
• Manage pricing updates on sales orders within 24 hours not to exceed 48 business hours.
• Participate in special projects and initiatives as assigned to support Company Strategic Initiatives.

Key Performance Indicators (KPIs)

• Open Order Report Accuracy: 100% alignment between ERP data and production schedule weekly.
• Change Order Turnaround Time: < 1 business day average from receipt to system update.
• Order to Delivery On Time Performance: >95% for assigned accounts.
• Inquiry Response Time: < 4 business hours average on customer inquiries.

Benefits:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life & AD&D Insurance
• 401(k)
• 401(k) match
• Pet Insurance
• Paid time-off
• Paid holidays
• Tuition reimbursement
• Flexible Spending Account
• Dependent Care Subsidy
• Childcare Resources
• Commuter Benefits
• Employee Assistance Program
• Disability Insurance
• Employee Discounts

Knowledge-Skills-Abilities

Education:

• An undergraduate degree highly desired in a relevant topic or equivalent work experience.

Experience:

• 3-5 years of experience in customer service, order management, or client services within a manufacturing environment.

Skills:

• Able to associate with diverse character and backgrounds of coworkers and client personnel, successfully and with tolerance of individual differences.
• Proficiency mining data and assembling useful reports for Management review and decision.

• Ample critical thinking to multitask particularly in on-demand scenarios or requested data changes.
• Team centric with service attitude.
• Able to bear tight deadlines, unexpected extra needs, and anxious audience.
• Accepting instructions that may be hurried, incomplete, or require urgent action.
• Confident to present information, offer conclusions, and advocate for proactive problem-solving options.
• Schedule motivated as to be organized and detailed.

Technology/Software (years):

• Exceptional skills using current desktop systems such as Windows, Outlook, MS Office suite, and presentation resources.
• Proficient in ERP systems.

Communication:

• Excellent writing and verbal skills.
• Great interpersonal communication skills and team player.
• Needs to have excellence in the quality of work with accuracy in all aspects of communication.

Physical Capabilities:

• Strength (lifting, dexterity, repetitive motion): Able to lift 50 lbs.

• Movement (standing, stopping, sitting, crouching, and crawling): Able to work in a fast-paced environment.
• Hearing (loud noise tolerance, quiet work area, public speaking, receive work direction):
• Vision (judge distance, read signs, extended computer work, identify details):

Miscellaneous:

• Location: Waukegan, IL
• Travel: Minimal (travel between the VP buildings)
• Vehicle: None
• Tools: Company provided
• Technology: Company provided

Visual Pak Companies is an Equal Opportunity Employer. Visual Pak does not discriminate on the basis of race, color, religion, marital status, age, national origin, disability, medical condition, pregnancy, gender (orientation or identification), sexual orientation, veteran status, or any other basis covered by federal, state, or local laws. All employment decisions are based on qualifications, merit, skills, individual performance, and business needs.