Strategic Customer Relations Representative

Job Description

Job Description

Department:  Sales

  Job Title:  Strategic Customer Relations Representative

  Summary:  This position is responsible for communicating with strategic customers regarding the companies’ products and services.

  Essential Functions of the Job:  The essential functions of the job require the person, with or without reasonable accommodation, to perform the following: 

• Enter, maintain, and review sales orders and forecast reports as received from OEM customers. Verify price and delivery and maintain files for orders.
• Communicate with customers on new and existing orders and any special requests. Answer inquiries on deliveries, lead times, pricing (at assigned level), and order status.
• Provides daily and project support to Strategic Account Managers. Back-up for team members who are out of the office or unavailable.
• Builds and maintain business relationship with SAM and client by providing prompt and accurate service so as to promote customer loyalty.
• Review Open Order Report as needed. Monitor open order status to make sure customers are ordering within lead times and we are shipping as promised.
• Process sample requests for customers and cooperate with engineering and planning on customer’s projects.
• Responsible for following prototypes from order to delivery by working with engineering and SAMs.
• Daily review of Past Due Reports and escalate when necessary to Strategic Inside Sales Manager or Senior Director Sales Operations.
• Work with RMA Coordinator for efficient processing of returns and replacement orders. Authorize credit on RMA’s and invoices up to $3,000.
• Resolve billing and shipping errors as they occur and rectify them in a timely manner.
• Be the key contact for the Strategic Sales force and keep them informed of all relevant activity. Keep track of projects and details necessary to support completion of same.
• Keep the Strategic Inside Sales Manager informed of any areas of concern as well as the Director of Strategic Sales.. 
• Work with Purchasing/production planning to maintain expedite incoming shipments as needed.
• Use the following software programs while performing the job, SAP, Microsoft Excel and Word, Power BI, CRM.
•   Perform all other duties as assigned.

  Recommended Education and/or Experience  

•   Bachelors Degree in a related field; or minimum two years related experience; or combination of education and related experience.

All Employees are expected to:

•   Follow the Employee Handbook policies and procedures and uphold organizational values.
• Contribute to building a positive work environment.
• Report for work consistently and on time.
• Report to supervision conditions or practices that are unsafe to ebm-papst and its employees.

  Benefits: Eligible employees receive a comprehensive benefits package including medical, dental and vision insurance; HSA options; life and disability insurance; voluntary supplemental benefits; a 401(k) retirement plan with company contributions; and paid time off.

Original 05/04/07

Rev 04/03/25