Client Customer Service Account Representative

ModusLink is a leading provider of global supply chain management solutions. The company provides global technology clients in the software, hardware, telecommunications and wireless markets with customized supply chain solutions that reduce risk and time to market and improve efficiency and productivity. ModusLink's services include demand planning, sourcing and procurement, manufacturing support, kitting and assembly, fulfillment, full-cycle logistics, systems integration and development, customer support and optimization consulting. Headquartered in Waltham, Massachusetts, ModusLink maintains 38 facilities in 13 countries and employs 3,900 people worldwide. The company is a subsidiary of CMGI, Inc. (Nasdaq: CMGI). For additional information, see www.moduslink.com.


Job Summary
Responsible for acting as the main interface between customers and internal supporting departments to optimize best practices. Also responsible for solidifying business relationships and develop a positive professional rapport with existing customers, while communicating on a daily basis.

1.ESSENTIAL JOB FUNCTIONS
A.Liaise with other company employees and customers, to ensure that the program and project specifications accurately reflect the client’s expectations and delivery schedule.
B.Interact with the customer on operational and escalated issues.
C.Maintain a good working rapport with the customers by maintaining formal and informal daily communication regarding program activities, issues, recommendations, and performance.
D.Participate in quarterly business review and proposal preparation, including gathering, analyzing, and communicating data internally.
1)Support Financial Services by providing information on invoice query and payment reconciliation.
2)Delegate workload amongst the administration support employees, provide guidance as required, and monitor the results.
3)Provide pricing support and back-up to Finance for invoicing.
4)Support and participate in multi-site client requirements and programs.
5)Will analyze forecast data from prior months/years an accurately forecast trend data for upcoming month’s purchase.
E.Effectively manage projects by using project management tools to monitor each stage of the project to ensure implementation is on time and within budget and resolve project delays and issues by acting as a liaison with various cross-functional departments.
F.Ensure reporting deadlines are met in an accurate and timely manner.
1)Provide accurate customer data to assist the generation of appropriate client centric metrics and ensure overall data accuracy.
G.Resolve corrective actions in an accurate and timely manner.
1)On receipt of customer complaint, initiate corrective actions and respond to the customer within specified time frame outlined in the service level agreement.
2)Follow through with the relevant departments; ensuring corrective actions are resolved in a timely fashion.
3)Use problem-solving skills to analyze corrective actions on a weekly and monthly basis to identify trends.
4)Develop preventative solutions with Business Manager.

H.Attend scheduled training when requested and travel when needed.
I.Willing to work extended hours when needed.
J.Act as a post induction mentor to new employees on the team.
REQUIREMENTS
1.POSITION QUALIFICATIONS
A.Bachelor’s degree in Business or equivalent required.
B.Minimum of 2 years work experience in a similar industry.
C.Experience in Customer service and/or account administration.
D.Working Knowledge of the Business Management Process.
E.Excellent communication skills.
F.Good interpersonal skills with the ability to sustain effective relations internally and externally at all levels of a large organisation.
G.Strong analytical skills and problem solving skills.
H.Strong organizational skills and the ability to co-ordinate time-sensitive tasks effectively.
I.Must be a proactive team player, with the ability to work effectively both on a team or individually.
J.Demonstrated ability to multi-task in a team environment.
K.Proficient in MS Office Suite.
L.Strong Project Management Skills.
M.Ability to react to change productively and handle other tasks as required.
N.Must have a financial analyst background with at least 2 year in cost accounting. Ability to understand a financial report containing inventory values/levels.
O.Proficiency in Access database, writing and extracting data.
P.In depth understanding of manufacturing with costed BOM’s