TSLOTS Customer Experience Specialist

Bonnell Aluminum is looking for a self-motivated individual. The ideal will possess integrity, passion, and a strong desire to achieve and succeed. The ability to thrive in a changing environment and demonstrate strong time management and prioritization skills is crucial to this position. Must be ready to work as a part of a team!

Reporting to the Customer Experience Manager, we are actively seeking a results-oriented Customer Experience Specialist. The Customer Experience Specialist will serve as a single point of contact with Bonnell’s TSLOTS’ Customers, with a primary focus on timely order processing and dissemination of information with both internal and external customers.

The Customer Experience Specialist serves as the Customer’s champion throughout the organization and is responsible for leading key initiatives that provide product, process, and customer service excellence on behalf of the company. This position will serve as a primary link between our external customers and internal departments including Sales, Production Planning, Scheduling, Quality, Operations Management, CAD (Computer Aided Design), Accounting and Information Services functions.

Of particular importance will be the candidate’s ability to contribute to the organization’s environment of trust, team collaboration, cooperation, learning, and personal growth.

The ideal candidate will have a strong customer service orientation and/or sales background with a demonstrated motivation to provide exceptional value on behalf of Bonnell customers. The chosen candidate will work from an office in Niles, Michigan with an expectation of moderate travel.

We are specifically targeting candidates that can demonstrate a history of providing positive customer service experiences for both internal and external customers while balancing timely and cost-effective delivery solutions to our customers.

The company is currently growing in capacity, and we serve diverse markets such as building and construction, electronics, transportation, and lighting. We sell directly to fabricators, end users, OEMs, and distributors, and our current capabilities allow us to offer a wide range of products, both mill and architecturally finished.

PRIMARY RESPONSIBILITIES:

The Ideal Candidate will:

- Provide prompt and accurate follow-up to customers of the company and internal functional areas of the company. Complete RFQs and send them to customers.

- Collaborate with internal Manufacturing/Operations staff to inform, manage, and balance customer requests/needs with the operational capacity and capability of the manufacturing plant. Assist in maintaining customer stocking programs.

- Communicate, collaborate, and resolve issues involving quality, customer priorities and customer expectations with internal departments including Manufacturing/Operations, Scheduling, Load Planning, CAD department, Packaging and Transportation.

- Assist Manufacturing Planners and Load Schedulers to ensure customer orders are balanced within the capacity and capability of the manufacturing plant. The creation of internal orders and releasing along with routing set up.

- Analyze order Input data, forecasting trends, financial data, production reports, capacity plans, and expedited order history data to proactively identify and resolve emerging or existing problems that may affect the company’s production/delivery commitment to our customers.

- Develop strategies and tactical plans to manage and reduce costs of multi-delivery point/mixed product loads.

- Actively serve as the customer’s champion and advocate, promoting customer service excellence in a manner that meets the profitability targets of the manufacturing plant.

- Serve as an extension of the Field Sales Team in the evaluation and assessment of new business opportunities that are aligned with the company’s manufacturing capabilities.

- Manage, track, and assess metrics associated with the company’s “On Time and Complete” delivery model.

- Manage customer’s expectations while balancing short- and long-term manufacturing capacity capabilities.

- Alert manufacturing to special or unusual customer orders or requirements. Provide accurate routings and processing instructions through.

- Backup to the Estimator, as needed.

CANDIDATE PROFILE

The Ideal Candidate will have:

- A minimum requirement of a bachelor’s degree in business, Sales, or Marketing, with preference given to recent college graduates within the past 3 – 5 years or Sales and Marketing professionals with 3 – 5 years of experience

- Proficiency with personal computing software (i.e., MS Word, MS Excel, Visio, MS Project, MS PowerPoint). Must be a proficient user of Excel

- Effective verbal and written communication skills

- Excellent time management skills and ability to effectively multi-task

- Working knowledge of manufacturing operations

- An ability to “connect” with customers in a caring and conscientious manner

CRITICAL INDIVIDUAL CONTRIBUTOR COMPETENCIES:

The Ideal Candidate will consistently demonstrate the following behaviors.

- Trust, Respect, Integrity lives by and demonstrates these core values. Knows how to build an environment of trust among employees, peers, customers, etc.

- Initiative Creates and seizes opportunities to win, even when faced with ambiguity. True passion for results

- Judgment demonstrated history of showing sound judgment decisions

- Team Focus catalyst for success of the whole team, not just one’s own goals. Knows and has demonstrated how to make this happen

- Emotional Intelligence is aware of their strengths, weaknesses, and blind spots and fully understands the impact that their behavior has on the behavior of others around them

- Business Intelligence Stays current. Understands how what happens in the world affects us, our marketplace, and our competition

- Tenacious Advocacy Systematically seeks information on the Organization’s and customer’s wants and needs, and advocates for preferred outcomes

COMPENSATION:

- Base Salary: Competitive based on background and experience level

- Employee Benefits:- Paid Vacation

- Medical

- Dental

- Life

- 401 K