Customer Account Representative

Position Overview

This position is responsible for supporting the company's sales goals through excellent customer service and maintaining quality relations with existing accounts. Meet the daily needs of processing sales orders. Work with our OEM customers to understand their expectations and succeed in meeting their needs. Respond to customer needs as it relates to quotation requests, quality issues, current orders, and new business. Continuously collaborate with internal personnel as the voice of the customer. Represent their interests as it relates to project timing, product delivery, responsiveness, cost and quality.

Essential Job Functions

• Process incoming customer orders accurately and efficiently including updates of critical spreadsheets
• Create and distribute daily shipping documentation
• Daily verification of customer orders
• Assist with production planning and scheduling
• Assure customer profiles and pricing are complete and accurate
• Assist with establishing and updating customer forecasts
• Evaluate existing customer service procedures with a lean manufacturing mindset and continuously search for ways to increase efficiencies
• Proactive ongoing communication to ensure customer needs are met
• Manage assigned Customer Accounts to include ongoing customer communications, projects, new product development, pricing, and strategies
• Establish and maintain clear processes with each customer based on their needs
• Serve as liaison between customer and company to assure customer requirements are being met
• Utilize problem solving skills to assist the organization
• Support the sales team (i.e. pursue past due accounts, deduction management, sales call)
• Handle customer concerns, using problem-solving skills to create solutions acceptable to the customer and the company
• Develop and maintain strong working relationships with internal and external customers
• Participate and contribute to team meetings as needed
• Participate on cross functional teams to support special projects as needed
• Support analysis and responses to current customer RFQs
• Satisfy customers' needs in a timely manner
• Main point of contact for designated accounts
• Take part in internal career development and training courses
• Work closely with other departments to ensure customer order flow and fulfillment
• Make joint calls with outside sales

Experience / Education Requirements

Associates degree and no less than five years of customer service experience, or any equivalent combination of education and experience.

Skills/Abilities

Good understanding of manufacturing process, including scheduling and shipping.

PC proficient, including experience with MS office (Excel, Word, Outlook).

Excellent presentation, written, verbal and communication skills with the ability to interact and work with employees and customers at all levels of the organization.

Strengths in decision making, prioritization, problem solving follow up and detail.

Ability to work well under pressure in a fast-paced environment with poise and purpose.

The capacity to successfully work independently and in collaboration with others.

High level of proficiency in Microsoft Office applications.

Commitment to living the Tools Inc. company values:

Integrity – The foundation on which we build relationships and trust

Excellence – Our customers expect it

Collaboration – We succeed in numbers, relying on each other

Innovation – Our creativity ensures our future success

Gratitude – We appreciate those around us

You should be proficient in:

• Excellent Communication Skills
• Experience in a Manufacturing Environment
• Microsoft Excel
• Driver's License
• Customer Service
• Bachelor's Degree