About WestRock (NYSE: WRK) partners with our customers to provide differentiated paper and packaging solutions that help them win in the marketplace. WestRock's 45,000 team members support customers around the world from more than 300 operating and business locations spanning North America, South America, Europe, Asia and Australia. Learn more at www.westrock.com.
Account Support Manager - Richmond, VA
501 South 5th St
Richmond, Virginia, 23219-0501
As a member of the Customer Support Team, the Account Support Manager, on behalf of the customer, will liaise with internal functional groups including Sales, Design, Graphics, Production Planning and Machinery to deliver a world-class customer experience. The Account Support manager will plan and execute strategic processes associated with new product introductions, promotional products, transition management, demand forecasting, and inventory management for a group of customer accounts. With a lens toward service and fiscal responsibility, the Account Support Manager will proactively address supply shortages or delays, negotiating outcomes with the customer and production planning team. The Account Support Manager will contribute to top line revenues by ensuring adherence to terms and conditions, executing miscellaneous billings and ensuring sell through of customer obligated inventory.
How you will Make an Impact
Develop and manage project plans in support of new product introductions ensuring all functional groups including the customer, graphics, design, machinery and planning meet expected deliverables in a timely manner. Ensure clear communication to the customer and organization on plan variations that may impact service.
Establish clear timelines to meet in market dates for promotional items. Ensure adherence to pre-determined inventory allocations for each of the customer's locations. Monitor sell through weekly and take actions to rebalance inventory to minimize obsolescence and maximize revenue.
Ensure accurate and timely execution of the forecasting process. Review and analyze customer forecasts and apply adjustments based on market conditions and promotions. Make real-time forecast adjustments in the planning tools as needed to ensure supply continuity.
Coordinate product transitions to minimize inventory obsolescence. Monitor inventory levels and authorize production as needed to meet requirements through the product lifecycle.
Proactively address and negotiate supply shortages and/or delays to minimize customer impact and potential financial exposure.
Communicate clear expectations to the Senior Account Representatives as it relates to timing of promotions, item transitions, shortages, and delays to ensure accurate order and shipment processing.
Enforce established terms and conditions and ensure cost recovery by billing incremental services in accordance with agreements.
Produce account scorecards monthly. Review results with customers and develop action plans to address carrier on time, supply concerns or forecasting opportunities.
What you need to Succeed
Skills & Abilities:
5+ years of customer service, inside sales, or inventory management experience
Degree completion from an accredited Bachelors' program preferred but not required
Computer skills: Intermediate skills with Microsoft Excel and Microsoft office applications required. Experience with MRP, Demand Forecasting and CRM business applications is preferred though not required.
Demonstrated ability to develop and execute project plans
Ability to work independently and as part of a team in a fast-paced environment
Strong communication and interpersonal skills; highly collaborative style and comfort working with all levels
WestRock Company is an Equal Opportunity Employer committed to creating and maintaining a diverse workforce: Minorities/Females/ Disabled/Veterans.