Position Summary: Primary customer contact to manage customer accounts by overseeing all aspects of the assigned client relationships both commercially and operationally. Responsible for supervising and monitoring work flows, providing support to Manager or Director, and implementing process enhancements and solutions. Make company-binding decisions and commitments to customers. Develop full-scale project plans and associated communication documents and revise as appropriate to meet changing needs and requirements.
Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Manage the relationship with IRH/Game clients as one of the primary points of contact as it relates to critical path new release & special promotion planning
Develop/enhance critical path planning documents that will be utilized with clients in an interactive manner for activities with street date requirements
Interpret, enforce, and maintain individual customer contracts, rate cards, Service Level Agreement documents and associated commitments made on behalf of the organization
Build and maintain trustworthy external and internal customer and vendor relationships through accurate, thorough, and timely communication of information and setting and managing expectations
Pursue new business opportunities with existing customers and strive to increase customer satisfaction and deepen client relationships
Build a knowledge base of each client's business, organization, and objectives
Provide and maintain customer forecast information and reports
Manage capacities at multiple manufacturing and distribution sites to ensure timely manufacturing and obtainment of requested due dates
Manage inventory/production that relate to workability and provide feedback to external and internal customers
Identify & document issues/concerns, assess feasible resolutions, present options, corrective actions, and change plans as necessary
Coordinate quotations with support from Pricing and Contracts Administration and Sales
Responsible for monitoring bill of materials, orders, customer assets, invoices, and other customer requirements
Print procurement and inventory management to include timely review of obsolescence and monthly reviews for space billing as required. Resolve invoice discrepancies.
Coach, motivate, lead, train and develop employees; make decisions and recommendations regarding recruitment, advancement, performance management, and employee relations
Required to be accessible to production sites and customers via cell phone after hours and weekends as required
HS Diploma/GED required
Bachelor's degree in business management, marketing, or related field preferred or equivalent combination of education and experience
A minimum of 4+ years' experience within customer service or account management required
A minimum of 2 years supervisory experience
Supply Chain Manufacturing and Distribution experience
Additional Eligibility Qualifications
High degree of proficiency in MS Office (Word, Excel, Outlook, Access, Project, and PowerPoint), web-based, and Windows based software, Intranet, Extranet, and client/server architectures
Manufacturing and supply chain experience helpful
Experience in team management, talent development, and coaching team members to succeed
Excellent professional level written and verbal communication skills - ability to interface and communicate effectively with multiple functional groups, geographic regions/cultures, different levels of internal and external client organizations
Excellent interpersonal skills with the ability to elicit cooperation from a wide variety of sources, including upper management, clients, other departments, and interact with various work behavior styles
Highly self-motivated with ability to handle and prioritize multiple projects, details, decision-making, and deadlines within an ever-changing, fast-paced, high-pressure environment
Experience and comfortability managing difficult or emotional customer situations and responds promptly to customer needs
Excellent judgment and capacity to deal with problems involving multiple variables and pressures, including conflict resolution
Strong attention to detail with the ability to define problems, collect data, establish facts and draw valid conclusions
Must have knowledge of contract administration, terms and have ability to interpret contracts
Experience at working both independently and in a team-oriented and collaborative environment
Conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities
Adept at conducting research into project-related issues and risks
Empower people and grow talent
Integrity and Trustworthiness
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
TECHNICOLOR IS AN EQUAL OPPORTUNITY EMPLOYER
Technicolor complies with all Federal, State and Local law prohibiting discrimination on the basis of race, religion, creed, color, national origin, ancestry, medical condition (including genetic characteristics), mental and/or physical disability or handicap, marital status, sex, age, veteran status, citizenship status, sexual orientation, gender identity, political party preference, political belief, socioeconomic status, familial status, registered domestic partner status, military service, pregnancy, childbirth and related medical conditions and any other characteristic or activity protected by federal, state or local law.