• Senior Account Representative

    Arvato Bertelsmann (Pleasant Prairie, WI)


    In this role, you will serve as the primary point of contact for our client’s customer base. You will coordinate with internal teams and management to ensure timely responses and actions to customer queries, escalations, and special requirements. This role involves managing customer accounts, overseeing the accuracy of Bill of Material (BOM) requirements, and ensuring alignment with client-specific solutions. You will be responsible for monitoring and managing inbound and outbound supply chain information, coordinating order management, and ensuring timely delivery of goods. Additionally, you will provide technical guidance, problem-solving, and proactive communication to ensure that customer needs are met efficiently.

    YOUR TASKS Inventory Management & Control:

    Track and manage the pick, pack, ship, and delivery processes, ensuring on-time delivery performance and maintaining an issues log for feedback. Work closely with the order management team, warehouse, and end-site teams to ensure timely and accurate delivery of goods. Perform all necessary administrative tasks, including filing, validating costs, and setting up meetings in accordance with client requirements.

     

    Client Issue Resolution: Provide customers with requested information, maintain reports, and manage escalations to meet or exceed service level agreements (SLAs).

     

    Process Optimization & Documentation: Continuous involvement and support with departmental process improvements

     

    Business Reviews & Client Consultations: Oversee customer accounts to ensure SLA compliance, prepare and maintain status reports, and participate in quarterly business reviews.

     

    Operational Leadership & Oversight: Act as the bridge between the customer and internal teams, ensuring customer deployment and delivery needs are met. Communicate with client engineering, sourcing, and support teams to align on solutions and provide updates on order statuses.

     

    Budgeting & Forecasting: Modify schedules/plans as required to meet client requirements. Monitor BOM requirements, align stock availability, and manage the release of orders to meet engineering team schedules. Develop short-notice solutions to meet client shipping and delivery requirements. Manage internal and external queries, ensuring timely resolution and meeting SLAs.

     

    YOUR PROFILE High School Diploma or Equivalent; college degree preferred. 3 years of customer service experience in a supply chain or logistics environment Experience in 3PL, logistics, or warehouse management. Strong working knowledge of Microsoft Office, with an emphasis on advanced Excel skills. Strong organizational, analytical, and communication skills. Hands-on experience with SAP is strongly preferred. Solid problem-solving and technical guidance abilities. Initiative and flexibility to adapt to changing environments. Ability to work independently and collaboratively. Project management experience.

    WE OFFER

    * Medical, Dental, Vision, Life Insurance, and Disability Pay.

    * 401(k) with company matching up to 6%.

    * Paid Time Off, including paid holidays.

    * Flexible Spending Accounts.

    * Voluntary benefits such as legal and financial assistance, pet insurance, and more.

    * Employee Assistance Program.

    * Ongoing employee development opportunities including tuition reimbursement, scholarships, and training.

    * Commuter benefits.

    * Employee engagement activities.

     

    EOE Protected Veterans/Disability