Account Support Representative

Account Specialist
Company Description
With a strong presence in Guadalajara, Nashville, Memphis, Poland, Australia, Mexicali and Rugby, our global capabilities allow us to execute third-party logistics (3PL) solutions with precision and efficiency. Our journey began in the optical disc manufacturing industry, where we honed our skills in precision manufacturing, packaging, and distribution. Our team of skilled experts is dedicated to redefining industry standards and pushing the boundaries of what's possible in supply chain management. From warehousing and fulfillment to complex project management and returns handling, we can provide comprehensive solutions that drive growth and efficiency for your business.
In addition, SCS has successfully optimized its injection molding business and supply chain services by implementing a clear diversification strategy including establishing Vinyl production manufacturing, packaging and distribution in North America as well as expanding and delivering high-impact commercial print solutions.
We know great things happen when teams from different backgrounds, geographies, cultures, and human experiences collaborate as such, we've engaged employees globally across various departments and positions in organizational committees aimed at propelling the company forward. Three examples of this are our Women's Leadership Network, Business Ethics Panel, and Communication and Recognition Strategy committees. We are seeking an experienced customer account professional to serve as the primary liaison between clients, sales, and our plant/print teams, ensuring clear communication, accurate order processing, and seamless project execution. The ideal candidate can "speak the language" of the industry, translate client needs into production-ready specifications, and support account managers in delivering an exceptional customer experience. First point of contact for the relationship with major clients as it relates to manufacturing, planning, distribution, packaging, and supply chain activities
Integrate data from multiple sources to produce reports; generate reports using system tools and data warehouse queries
Analyze data for trends, patterns, accuracy and use data to draw conclusions/produce key takeaways, executive summaries and dashboards
Ensure SCS and all clients are operating within the contract and established SLAs within time constraints
Acts as a liaison between the client and SCS on all aspects of manufacturing, distribution and transportation and be the conduit to the Operational and support functions
Responsible for reporting needs, product complaints, and service issues
Proactively manage changes in project scope, identify potential risks, and devise risk mitigation plans
Partner with internal team (planning, OE, MD, distribution, transportation, finance, etc) to ensure exceptional end-to-end service for clients
This role has an impact on the business in terms of organization strategy in dealing with third party vendors and the work methods used to provide contract agreed practices, pricing and communications for best results
Participates in contract & SLA development & adherence both internally and with the client
Client & Account Support
Serve as the primary internal contact for assigned accounts, supporting account managers and clients throughout the order lifecycle
Proactively address questions, changes, and potential issues to ensure smooth project execution
Clarify technical requirements including formats, plating, packaging, and print specifications
Order Management & Administrative Support
Support account managers with quotes, documentation, and follow-up communication
Maintain organized records and ensure data accuracy across systems
bachelor's degree in business management, logistics, marketing, or related field preferred
A minimum of 4 years' customer service or account management experience
Deep knowledge of demand planning, supply chain planning, inventory replenishment, forecasting, scheduling, inventory optimization, and manufacturing within a large-scale environment
Strong working knowledge of ERP, information interfaces, purchasing, material planning and inventory control systems and how they enable supply chain performance with the ability to initiate and manage continuous improvement
High degree of proficiency in O365 (Word, Excel, Outlook, Project and PowerPoint), web-based and Windows based software
Highly self-motivated with ability to handle multiple projects and deadlines within an ever-changing, fast-paced environment
Comprehensive health/dental/vision coverage with low premiums
~Vacation, paid holidays, and sick time

This job operates in an onsite professional office environment. This role routinely uses standard office equipment such as laptop computers, laptop cameras, smart phones, printers / photocopiers, and filing cabinet