As the Client Relations Director for this company in Walled Lake, MI, you will be the key point of contact for customers, the sales team, operations, accounting, and brokers in the Consumer Packaged Goods (CPG) industry. Your role will involve overseeing customer service, order management, and supporting the sales process throughout.

You will be responsible for managing customer inquiries, resolving issues, maintaining accurate customer information in SAP, coordinating customer requirements, and collaborating across departments to address order, billing, and service issues. This position requires strong organizational skills, attention to detail, effective communication, and ownership of customer-related processes.

• Handle and resolve customer inquiries, issues, and escalations promptly and professionally.

• Act as the primary liaison between customers, sales, operations, accounting, and external brokers.

• Lead and support the Order Processing team to ensure accurate and timely processing of customer orders.

• Assist the sales team with customer service, order management, pricing, reporting, and account-related activities.

Develop and enhance customer service and sales order processes to boost accuracy and efficiency.

• Collaborate with Accounts Receivable to address pricing adjustments, quantity changes, bill backs, and other account discrepancies.

Maintain precise customer, pricing, and account information in SAP, including customer requirements and documentation.

• Manage Salesforce administration, including customer records, sales activity, user access, reporting, and system updates.

Keep complete and up-to-date customer files and necessary account documentation.

• Respond to inquiries from potential customers, qualify leads, and direct opportunities to the appropriate Business Manager.

• Distribute monthly reports to Business Managers and brokers.

Supervise the Order Processing Team directly.

• Identify and implement improvements in customer service processes, communication, and cross-functional coordination.

Requirements

• 10+ years of progressive Customer Service experience in the Consumer-Packaged Goods (CPG) industry.

• Demonstrates accountability for responsibilities and results.

• Proficient in SAP, Salesforce, TrueCommerce, Excel, and Google Workspace.

• Strong relationship-building skills with customers, brokers, sales personnel, and internal departments.