Customer Account Manager

JOB PURPOSE:

This position is responsible for managing Customer Accounts, serving as the primary liaison between the customer and the operation. The position will be in charge of product realization process per customer from the order entry process through customer product receipt. The position is responsible for utilizing interpersonal skills to collaborate with the internal team to problem solve, ensure customers receive part on time in compliance with our quality standards and performance to scheduled targets. This position works primarily within a standard office environment and will lend itself to the occasional manufacturing environment.

ESSENTIAL FUNCTIONS:

• Manage assigned Customer Accounts serving as the voice of the customer and the liaison between customer and L&T Team in order to communicate customer requirements.
• Negotiate with customers to obtain orders, meet schedules, enhance profitability, and ensure that each customer uses L&T as their primary source of material
• Maintain the order confirmation process to the customer, providing promise date and tracking OTD to Promise Date.
• Ownership of the Customer Open Order Report process to ensure its completion, followed by tracking the commitment, report of any changes for each customer.
• Work with customer to obtain, review, and analyze forecast data for use as a tool to communicate with the customer and aid in demand planning process.
• Drives for excellent delivery performance by reviewing, analyzing, and working with cross functional teams to ensure on time delivery metrics are met.
• Collect quarterly metrics from customer to share, analyze, and collaborate with internal Team in order to drive improvements with the intent to meet customer metric expectations.
• Participates in daily production meetings and departmental team meetings to positively impact service levels to customer, on time delivery, and quality.
• Aids in the tracking, review, and analysis of KPI results/metrics in order to create improvement plans to meet the KPI goals.
• Resolve customer disputes, as needed, to include concerns with delivery performance, daily communication, RFQ returns, and pricing.
• Monitor and actively manage customer portals to ensure prices, quantities, lead times and contract terms are acceptable in accordance with authority delegated by appropriate functional leaders (i.e., Finance, Operations)
• Follow the Sales Order entry process to ensure accuracy of data entered in to the ERP system and to ensure we are aligning to proper flow downs.
• Work with the ERP system on a day-to-day basis, as needed for the Customer Account management role
• Follows the Request For Quote (RFQ) process for all new opportunities, revision rolls, and repeat orders.
• Work with customer to gather 3D Models, 2D drawings/blueprints, supplier specifications and other related documents to properly perform an estimated quote.
• Collaborates with leadership, managers, and peers to improve planning procedures, order management cycles, order management communication flow, and RFQ process as opportunities arise.
• Provides problem-solving solutions for customers when faced with challenges in supply chain, material availability, design, pricing, etc., with the intent to meet the preferred customer outcome.
• Understands Quality Management Systems and Engineering Systems as they correlate to the Customer Account Managers role within the operations system (RMA’s, ECR’s CDR’s, NPI, etc.).
• Aid the Accounts Receivable Team in the collection of past due invoices by creating a monthly review cadence and communication with the customer to resolve open invoices.
• Promote L&T capabilities to our existing customers in search for potential new opportunities with the purposes of increasing both our value add and our revenue.
• Maximizing opportunities for the business through building relationships with customers to create revenue potential opportunities.

QUALIFICATIONS:

• Minimum 2 years’ experience in customer service or account management role
• Demonstrated experience working in a fast-paced environment
• Organizational and analytical skills
• Excellent communication skills (written and verbal)
• Negotiates skillfully in difficult situations with cross functional team
• Basic knowledge in Microsoft Office (Excel, Word, Outlook)
• Bachelor’s Degree preferred
• Familiarity with manufacturing environment is preferred
• Defense and aerospace experience preferred

SUPERVISORY RESPONSIBILITIES:

None

SKILLS / ABILITIES:

• Experience working within customer databases as a tool of communication with customers
• Professional e-mail, phone, and in-person etiquette
• Organizational skills
• Understand customer business and needs

COMPETENCIES:

Solves Problems

Identifies and raises issues and problems in a constructive manner. Uses sound analytical thinking to develop innovative solutions/recommendations that address problems/issues and achieve desired results. Makes effective decisions, even when dealing with limited or ambiguous information.

Drives for Results

Commits to making a difference and adding personal value by continuously raising personal standards and striving for superior performance. Strives to go beyond what is expected. Assumes personal accountability for delivering on or exceeding expectations. Understands that change is required if our company is to remain successful and competitive. Challenges the status quo and champions new and innovative ideas. Is flexible, adaptable and demonstrates a willingness to change.

Demonstrates a Collaborative Style

Listens actively and accurately. Seeks to understand others’ point of view by effectively paraphrasing, empathizing and summarizing. Collaborates and cooperates with team members/colleagues to accomplish shared goals; supports team decisions.

Pursues Personal Development

Learns from past experiences and applies learning’s to current situation to improve performance. Keeps up-to-date on knowledge and skills specific to job/field by proactively creating and following through on development plans.

PHYSICAL REQUIREMENTS:

While performing duties of this job, the employees is regularly required to sit, stand and walk for extended periods of time. Must be able to lift __ pounds. Prolonged viewing of computer monitors and screens. Repetitive motion (use of mouse and keyboard). Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT:

Use of Personal Protective Equipment (PPE) or protective gear may be required. Occasionally exposed to risk outside diameter (OD) electrical shock. Occasionally exposed to moving mechanical parts, humid condition, fumes or airborne particles, flying metal burrs and chips and possible chemical irritants such as water-based coolants, hydraulic oils, degreasing soap and mineral spirit. Occasionally exposed to uncomfortable cold or heat.

We are an Equal Opportunity Employer. We hire based on need, job requirements, and individual qualifications, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation, or any other statusprotected by the laws or regulations in the locations we operate.