U.S. Silica is a global performance materials company and a leading producer of commercial silica used in a wide range of industrial applications and in the oil and gas industry. U.S. Silica’s wholly owned subsidiaries include EP Minerals and SandBox Logistics®. EP Minerals is an industry leader in the production of products derived from diatomaceous earth, perlite, engineered clays, and non-activated clays. SandBox Logistics® is a state-of-the-art leader in proppant storage, handling and well-site delivery, dedicated to making proppant logistics cleaner, safer and more efficient. During our 121-year history, we have developed core competencies in mining, processing, logistics and materials science that enable us to produce and cost-effectively deliver over 400 diversified product types to customers across our end markets. As of December 31, 2020, we operated 23 production facilities across the United States. We control 489 million tons of reserves of commercial silica, which can be processed to make 197 million tons of finished products that meet American Petroleum Institute ("API") frac sand specifications, and 79 million tons of reserves of diatomaceous earth, perlite, and clays.
The Company is headquartered in Katy, Texas, and has an office located in Reno, Nevada.
The Customer Account Manager is primarily responsible for providing effective customer service support for KEY customers by utilizing excellent, in-depth knowledge of company products and programs as well as resources such as outside sales, internal sales, credit, transportation, supply chain & other functions, as necessary. Incumbent must have the ability to develop and maintain strong customer relations. Customer Account Manager will report directly to the Manager of Customer Service.
The primary objective of this role is to own & manage all Customer Relations, for KEY customers, for anything Order to Cash related. This includes order entry, order management;
The second objective is to own & manage all Customer Complaints, including billing errors, shipping errors, order errors, quality issues, etc. while consulting with and informing the proper individuals throughout the resolution process.
Essential Job Functions:
Able to work effectively with others, across functions, including Sales, Customer Service, Credit, Logistics, Quality, and the customer base.
Aware and respectful of safety rules and regulations pertaining to both U.S. Silica and customer work environments.
Willing to be “on call” during some evenings and weekends to address system and customer needs and will be expected to act as a back-up for the Director of Customer Service as needed and be willing to work non- traditional hours when necessary.
Flexible with schedule to accommodate peaks and valleys in workload, including special projects.
Available for some travel, as needed to support customer or sales meetings.
Entering and processing customer orders/changes according to department policies and procedures.
Providing timely and accurate information to incoming customer order status and product knowledge requests.
Working with customers, logistics, transportation, credit, sales, etc. on order processing and issue resolution.
Interact with supply chain and warehousing facilities to make sure orders are going out at the highest fill rate possible.
Work closely with the Accounting Department to resolve credit issues.
Provide timely feedback to the business unit regarding customer concerns, complaints, and or issues.
Follow up on orders to ensure timely delivery by specified dates.
Receive, log, and follow up on customer complaints.
Partner with sales representatives to meet and exceed customer’s expectations
Perform other related duties as assigned to meet business needs.
Contributes to the organization with process improvement ideas and recommendations.
Achieve KPIs / performance objectives as agreed by the manager & other departments.
Evaluate and prioritize customer inquiries and sales requests to better serve the customers.
Maintain effective & collaborative relationships with other internal departments as well as client base to improve business performance.
Provide on time delivery of regularly scheduled tasks, projects, and service desk assistance requests.
Additional duties as assigned.
Required Education, Experience, and Skills:
High School diploma required.
Minimum 5 years of service environment experience in customer facing role (customer service, sales, operations, logistics, process improvement and/or marketing)
Experience managing customer relations
Experience/familiarity with Sales, Logistics &/or Customer Service Department procedures
Previous knowledge & Experience in customer service, sales, logistics, project management or process improvement roles
Ability to make sound and effective decisions in response to customer’s needs
Need to be able to take direction from multiple individuals within the organization and have the ability to effectively organize work, prioritize activities and multi-task in a fast-paced work environment.
Detail oriented individual
Excellent written & verbal communication skills, with both internal and external customers
Excellent interpersonal, communications & presentation skills (especially cross functional) including good grammar, voice and diction
Strong interpersonal skills are essential, especially being a team player
Must be able to work well with others; will interface with Sales, Customer Service, Logistics, Quality, and the customer base
Strong Customer mindset
Strong drive for results & excellent problem-solving skills
Creativity – MUST have the capacity to think beyond standard operating procedures and suggest alternate work flows, must be able to look beyond the obvious; bring new innovative solutions to match system options with best business practices
Self-motivated and ability to coordinate and prioritize multiple tasks
Ability to demonstrate strategic thinking with transition to actionable oriented programs
Positive attitude and ability to motivate/influence others
Ability to handle stress and find innovative, customer centric solutions on short notice
Natural tendency to investigate and question
Proficient in utilizing business tools such as: E-mail, Microsoft Word, and Excel
Must be able to learn JDE Enterprise system; prior experience with JDE is a plus
Retain flexibility to respond ad hoc to projects or duties as the need arises.
Ability to assist with preparing data for reports and analyzing for business understanding/impact
Possess the ability to effectively organize work and multi-task in a fast- paced environment
Excellent organizational, time management and analytical skills
Must be self-motivated and be able to perform duties in an independent manner with minimal supervision
Perform quality work within deadlines with or without direct supervision.
Interact professionally with other employees, customers and suppliers.
Work effectively as a team contributor on all assignments.
Support the efforts of management in meeting profit and growth objectives as established in the strategic business plan.
Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and the organizations.
Time Management: the ability to organize and manage multiple priorities
Strong customer orientation
Commitment to company values
High performance expectations and a strong team player
Attention to detail and performance accuracy
Experience with international shipping documentation is preferred
