Customer Account Executive

FillTech USA LLC (“FillTech”) is excited to recruit a full-time Account Management Specialist to join its growing team on-site at company headquarters.

Company Overview

* FillTech is a contract manufacturer delivering exceptional formulation and manufacturing services to emerging and established personal care brands, major retailers and distributors. The company has a 25-year history of converting the innovations of its customers into finished branded products that are ready to be sold through various channels to end user consumers.

* FillTech creates solutions for lip care, sunscreen, hand sanitizer, topical ointments, hair care, pet care as well as lotions, gels and cremes for many uses. FillTech operates 12 manufacturing lines allowing product formulations to be hot- or cold-filled and labeled into all major packaging categories including bottles, sticks, tubes, tins, jars, packets and Bag-on-Valve aerosols. FillTech customers work closely with an in-house Research and Development laboratory and an amazing team of chemists to develop pioneering solutions to consumer needs.

*The work of FillTech is created in a FDA registered facility and monitored by a deep bench of Quality professionals to ensure compliance with mandated cGMP. For global customers, the company is cleared by Health Canada and other offshore regulators. In addition, FillTech successfully completes regular quality and safety audits by its customers. Many customers, and all of the largest ones, have worked with FillTech for nearly a decade. FillTech has grown primarily through referrals from existing customers.

*The success of FillTech over two decades is the result of deliberately providing on time delivery of quality products to our customers that are compliant with all applicable regulations and safety guidelines. From the production floor to senior staff, FillTech team members participate in a respectful and encouraging culture in service of each other and our customers.

* FillTech is operated by a team of 160+ employees between 2 shifts and utilizes the Aptean ProcessPro ERP system. FillTech is majority owned by a small group of individual private investors and management.

* Founded in 1995, FillTech has grown over the years and moved into its current facility in 2018. The plant and headquarters location is near Rockwell, NC which is 20 minutes East of Salisbury, NC. Salisbury is approximately 40 minutes North of Charlotte and 50 minutes South of the Greensboro/Winston Salem area. Many of its team members commute from the Northern suburbs of Charlotte including Huntersville, Mooresville, Concord or Salisbury.

* Compensation for this full-time position will include a competitive base salary, health/vision/dental insurance and PTO benefits. FillTech aims to establish a 401k plan in 2024.

POSITION DESCRIPTION

The Account Management Specialist will report to the President of FillTech, who is heavily involved with sales and customer service. Overall, the role is to oversee a portfolio of assigned customers, acting as the liaison between those clients and various FillTech departments to ensure the efficient flow of order information from the beginning of order placement to time of shipment. The ideal candidate will have strong leadership skills, a passion for customer satisfaction and the ability to work onsite 5 days a week. Importantly, the Account Management Specialist will have the opportunity, depending on performance, for promotion to a Vice President, Client Service role, supervising all Account Management Specialists, when that position is created alongside future company growth.

Responsibilities

The Account Management Specialist responsibilities include, but are not limited to, the following:

1) Effectively manage Customer Accounts in partnership with the sales team, proactively communicating with each via phone or email to continuously improve the customer experience.

2) Provide a polite and professional manner with a positive attitude to build relationships with clients.

3) Engage directly with clients, identifying their needs, presenting solutions, and resolving any outstanding issues in a timely, professional manner.

4) Implement and streamline efficient processes for the team to improve overall customer satisfaction and retention. Suggest changes to existing processes.

5) Set, track and achieve key performance metrics related to customer service, client satisfaction, and team productivity including but not limited to on-time delivery, open orders and productivity.

6) Participate in weekly sales and client service team meetings to discuss issues, opportunities and set goals.

7) Act as an escalation point for issues that impact client success and deliver on those issues to the satisfaction of the client.

8) Analyze customer feedback and collaborate with internal departments for continuous improvement.

9) Work with Quality Assurance and Operations teams for order flow data and tracking to relay relevant information to the customer such as item constraints, product testing, manufacturing date and availability to ship.

10) Maintain customer open order reports as well as attend virtual meetings to update customers on any issues that may need to be addressed per customer’s request.

11) Assist customers with product art revisions, product code request and submit proper internal change controls for bill of material updates.

12) Follow established company order flow procedures and maintain relevant modules of the ERP system (Aptean Process Pro).

13) Create internal sales reports as requested by upper management.

14) Coordinate with the Shipping/Receiving department on materials received and orders that are ready to ship.

15) Assist Finance department with any past due customer receivables.

16) Maintain awareness of future customer needs and report opportunities for increased sales volumes or new product needs.

17) Participate with other team members in Quarterly Business Reviews with customers and collect data throughout the preceding quarter to facilitate QBR sessions.

Qualifications

1) Bachelor’s degree in business, Marketing or similar degree and 3-5 years of related employment history.

2) Experience working for a company that manufactures and/or builds physical products, as opposed to business services or software.

3) Knowledge of production processes, quality control concepts and related management principles.

4) Background in pharmaceuticals, food processing or OTC health and beauty sectors desired, but not required.

5) Proven customer success or account management experience.

6) Exceptional interpersonal skills and the ability to build strong relationships with clients.

7) Excellent leadership skills, with an emphasis on coaching and team development.

8) Highly organized, with the ability to multi-task and manage multiple streams of work simultaneously.

9) Strong problem-solving skills, with the ability to navigate complex issues and drive resolution.

10) Proficiency in using ERP and CRM software.

11) Excellent computer skills including advanced knowledge of Microsoft Office products.

OPPORTUNITY

The position offers the right candidate an exciting and challenging opportunity. A leader in the industry, FillTech is positioned for continued rapid growth. Unlike a massive manufacturing company or one of its divisions, FillTech remains a small company with a flat management structure. The individual fulfilling this important role will be a valuable and impactful member of the management team and will be an integral part of future progress.

Job Type: Full-time

Pay: From $50,000.00 per year

Benefits:

• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 4 years

Schedule:

• 8 hour shift

Application Question(s):

• Do you have experience with servicing accounts and customers in a business-to-business environment?

Experience:

• Customer relationship management: 3 years (Required)

Work Location: In person