Customer Service Representative/ Account Manager

Job Description

Job Description

This position manages the end-to-end process of order fulfillment, from initial order placement to delivery. Responsible for analyzing customer purchase orders (POs), ensuring accuracy and alignment with company policies, and managing the end-to-end order process.

Supporting to customers, aiming to ensure their satisfaction and resolve any issues or concerns. Interacting with customers through various channels.

In this role, you will liaise with cross-functional internal teams Including Customer Service and Product Development and Manufacturing departments to improve the entire customer experience. This position may require occasional travel.

 

Responsibilities :

 

• Coordinating with various departments, ensuring accurate orders, managing inventory, and resolving any issues that may arise during the order fulfillment process.
• Track all milestones, including: order entry; engineer approval drawings; customer approval; order entry; bill of materials and drawings creation; buy-out or material availability; schedule; pre-erect or site-erect schedule; acceptance tests; shipping.
• Review and analyze POs for accuracy, material compatibility, and alignment with company standards.
• Communicate necessary changes or clarifications to customers in a professional, persuasive, and timely manner.
• Accurately enter orders into our ERP system and maintain compliance with quality standards.
• Collaborate with planning, production, purchasing, and finance teams to ensure orders are produced and shipped on time.
• Monitor and address order-related trends, suggesting business opportunities for blanket or scheduling agreements.
• Communicate with customers regarding changes to schedules and ensuring urgency.
• Supports Program Managers with customer interfaces as necessary on customer service related issues. 
• Monitors and appropriately communicates risk on projects. Work with internal and external teams to develop strategies to mitigate risks.
• Develop and maintain a project plan and represent the company as needed for customer communications and meetings.
• Serve as the lead point of contact for all customer account management matters.
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
• Develop new business with existing clients and/or identify areas of improvement as assigned.
• Forecast and track key account metrics (e.g. quarterly sales results, delivery, and quality objectives).
• Prepare reports on account status.
• Assist with challenging client requests or issue internal escalations as needed.
• Other duties as assigned by management.

Job Requirements:

• Minimum a Bachelor degree.
• + years experienced in Customer service management or equivalent.
• 2+ years experienced in Program management.
• Familiarity with the order lifecycle, from placement to fulfillment, is essential. 
• Understanding of manufacturing processes and material properties.
• Understanding of ERP Business Information Systems like Epicor Proficiency in use of Microsoft Office suite of applications and CRM tools.
• Skilled in persuasive communication and effective collaboration.
• Detail-oriented with a commitment to data accuracy.
• Ability to manage multiple priorities and meet deadlines.
• Strong analytical skills with a focus on detail and accuracy.
• Strong organizational and time management skills.
• Excellent communication and interpersonal skills.
• Proficiency in order management systems and CRM software.
• Attention to detail and accuracy.
• Ability to work independently and as part of a team. 

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