Customer Account Manager - 1

Customer Account Manager

The Customer Account Manager (CAM) is responsible for serving as the primary customer contact and conducting day-to-day account management and order processing in support of their assigned accounts/territory. This includes inside sales activity such as quoting, order processing, and all aspects of the order management cycle. The CAM will communicate and coordinate cross-functionally with internal departments such as Purchasing, Finance, Compliance, and Shipping to resolve problems and ensure successful order fulfillment, compliance with Company process, and international laws and regulations. The CAM will deliver exceptional customer service through proper communication/application of customer requirements, timely communication of order status, and cross-functional internal coordination to ensure on-time delivery.

Essential duties and responsibilities include the following. Other duties may be assigned.

• Primary customer contact for assigned accounts / territory
• Manage orders and resolution of any customer / sales order-related issues for assigned accounts / territory
• Manage the process of obtaining RFQs through to award-winning
• Manage all RFQ, tender, and quotation activities with consistent follow-up
• Prepare compliant bids by the customer due date
• Prepare responses to requests for proposals and bid materials
• Responsible for quoting any warranty issues for assigned accounts/territories
• Enter new customer and other sales data into the customer database
• Review and enter customer orders with a high level of complexity and volume, requiring decision-making and prioritization capabilities
• Analyze reports from ERP to identify potential issues in executing orders on time
• Train other team members in all aspects of the ERP system as related to performing all of the above requirements
• Coordinate cross-functionally with internal departments as necessary to ensure order fulfillment
• Interface with OEM Business Manager(s) regarding day-to-day activities as required to support customer quote activity
• Facilitate all purchase activity and coordinate with Buyer(s) to expedite the process
• Obtain credit reference information for new customers as applicable
• Coordinate payment transactions from customers
• Coordinate export compliance requirements for international shipments
• Investigate and facilitate resolution of customer problems with deliveries and/or discrepancies with purchase orders
• Participate in cross-functional teams to drive continuous process improvement
• Responsible for customer relationship management for assigned accounts/territory
• Maintain customer relationships to generate repeat business opportunities
• Understand the procurement system of assigned accounts /territory
• Manage sales pipeline and provide monthly updates to leadership
• Coordinate sales orders and related activities with the sales order flow process
• Ensure seamless execution of sales strategy
• Assist with the preparation of customer presentations
• Support preparation for customer visits and/or tradeshows
• Understand and perform functions in accordance with AS9120 and ISO9001 Standards

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Analytical
• Problem Solving
• Project Management
• Technical Skills
• Customer Service
• Interpersonal Skills
• Oral Communication
• Written Communication
• Teamwork
• Visionary Leadership
• Change Management
• Delegation
• Leadership
• Managing People
• Quality Management
• Business Acumen
• Cost Consciousness
• Diversity
• Ethics
• Organizational Support
• Strategic Thinking
• Judgment
• Motivation
• Planning/Organizing
• Professionalism
• Quality
• Quantity
• Safety and Security
• Adaptability
• Attendance/Punctuality
• Dependability
• Initiative
• Innovation

Education and Experience

Bachelor's degree or equivalent experience preferred

3+ years of sales account management or relevant work experience required

Technical Skills: Microsoft Office Suite familiarity required: Outlook, Excel, Word

ERP experience preferred; Quantum experience a plus

Salesforce CRM experience preferred

Language Skills Fluent in English

Foreign Language skills are desirable

Ability to read, analyze, and interpret general business information

Ability to write reports, business correspondence, and procedure manuals

Ability to effectively present information and respond to questions from groups of managers

Mathematical Skills Average / Above average

Able to work with mathematical concepts such as addition, subtraction, multiplication and division

Able to apply concepts such as fractions, percentages, ratios, and proportions to practical situations

Work Environment Traditional office environment Includes attached warehouse environment

Physical Demands Customary physical demands for the office environment Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Travel Travel is not regularly required, but periodic travel may be required as deemed necessary to perform this job