Senior Account Manager (Customer Support)- Jasper, IN

Job DescriptionThe ideal candidate will be located within a 60-mile radius of our Jasper, IN headquarters and be able to work primarily from this location.High level statement of the role:The Senior Account Manager coordinates day-to-day service and administrative requirements for qualified project orders, High Profile Accounts, Standards, and Mock Ups after entry through punch list. Effectively assesses customer concerns, networks with the appropriate resources, and delivers creative consultative solutions to support client/customer needs. Ensures project order/ account receive the highest quality of service and support. Responsibilities:Facilitates execution team on project orders, High Profile Accounts, Standards, and Mock Ups from dealer order prep through punch completion. Drives collaboration with Dealer Project Manager and global. operations on order entry preferences.Consult with clients/customers to identify services that meet their needs.Pro-actively consults with dealers on how to execute floor plan specification to enable effective delivery scheduling.Communicates a clear project management schedule to align team on key dates, clean order, order changes, specials, etc.Responsible for communicating updates on project status, serving as the liaison with demand management, global operations, and field sales, and dealer.Manages post-delivery requirements.Strives to achieve team and individual performance metrics (% of Elapsed Resolution Time; Case Audits, and Delivery Schedules).Examines all processes and procedures to ensure effective service solutions.Effective prioritization of workload to achieve customer expectations.Builds strong relationships with internal and external customers, maintaining a position of trust and delivers level of reliability.Responsible for proactive and creative consultative solutions on order alerts, LONs, and various shipping/delivery scenarios. Evaluates best communication approach (phone call/meeting/email).Documents all quality issues in the Quality Notification System.Support Mission/Vision and Guiding Principles of Kimball International.Monitors and tracks project orders from order prep through punch completionCreates project delivery schedulesProcess order changesCreates SFDC Cases for all interactionsEnsures timely resolution of warranty claimsProcesses time sensitive custom quote forms.Engages Design Strategist to help verify product specifications-support from bill of materialNotifies field sales of lead opportunitiesResponds timely to technical product questionsAssists with placing literature fulfillment ordersProven history or ability to demonstrate safe / responsible behavior, and a positive performance record (including attendance)Skills to Perform This Role: Interpersonal SkillsEffective relationships with diverse groups- i.e. Manufacturing, Logistics, etc.Ambassador for Kimball InternationalRespectful of teammates, leadership, and companyApproachableTeam playerTrustworthyPro-active and reliableConflict managerBuilds and maintains long-term relationship with customers/clientsCommunication SkillsExcellent verbal and written communication skillsExcellent follow-up skillsEmail etiquetteGood listening skillsAbility to communicate with all levels of the organizationCool under pressureCustomer focusedProfessionalBusiness SkillsConfident in making independent decisionsExercises good judgmentWell-rounded knowledge of business processesProject managementSelf-motivated to do a good job and manages work quickly, accurately, and effectivelyUnderstands customer requirements and maintains products/services knowledgeExcellent organizational and planning skillsProvide high level customer serviceLeadership SkillsCreative thought process and comprehension to see the big picture and ripple effectTakes initiative and ownershipExcellent presentation skillsOpen MindedAbility to articulate thoughtsWillingness to help othersTechnical SkillsProduct and process expertUnderstanding of who to go to for exceptionsAdvanced technical skills (SAP, kimballinternational.com, Salesforce, etc.)Solid Analytical SkillsAbility to consistently meet deadlinesJob RequirementsThe ideal candidate will be located within a 60-mile radius of our Jasper, IN headquarters and be able to work primarily from this location.Minimum of 2 years of experience in a customer service role (required)Prior experience working in an office environment (preferred)Excellent verbal and written communication skills Advanced technical skills (SAP, Salesforce, Microsoft Office Suite)Job DetailsJob Type: Full-timeCategory: Customer & Order Services / Program MgmtSalaried: Hourly