Customer Care Account Manager

Job Title: Customer Care Account Manager

FLSA: Exempt

Reports To: Customer Care Director / Vice President of Global Sales, Marketing and Technology

Job Category (EEO Description): Professionals

Job Code (EEO Code): 2

Job Family: Sales Customer Service

Affirmative Action Job Group and Description: 2C Prof Op’s Sr

SUMMARY: Position requirements; customer relations, problem resolution, and time management. Multi-tasking. Primarily responsible for providing effective customer account management service for all internal and external customers by utilizing excellent, in-depth knowledge of current company products, processes, customer requirements. Embrace and execute the company core values, vision and goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Includes the following; other duties will be assigned in a progressive manner.

• Track inside projects as directed by internal and external customers.

• Manage and drive resolution customer related issues and programs.

• Act as a liaison between the customer, Sales, Engineering, and Program Management on existing accounts.

• Prepare quotations for new and existing products.

• Monitor, manage and actively work to improve the margins (profitability) of the items sold within your customer base.

• Collaborate and support both internal and external customer requests for new opportunities related to new or existing business, current sales, processes, packaging, tooling etc.

• Negotiate existing product pricing with assigned customer base.

• Manage customer account balances, payment schedules, and resolve billing\shipping issues as relates to the customer order or customer account.

• Support and manage customer driven initiatives.

• Seek continual process improvements and seek resolution though process improvement projects.

• Support outside Sales Representatives by creating engineering tasks for existing\new business requirements and driving resolution internally.

• Initiate product engineering change notifications and communicate to customer base.

• Manage customer inquiries on product performance.

• Issue sales returns and manage to closure.

• Facilitate and manage warranty related issues regarding warranty services, and ensure timely responses, repairs/replacements for customers.

• Research and manage forecast data with Sales team.

• Identify industry trends using analytical tools and customer trends.

• Manage customer profile, billing and shipping, pricing table, customer contacts and cross references.

• Setup new customer accounts and provide credit applications.

• Manage customer owned tooling.

• Reconcile outside sales representatives’ commission statements.

• Drive corrective action initiations and completions to customers.

• Approve and understand outside sales representative’s commission statements.

• Understand and ensure organization abides by agreed upon account contracts.

• Ability to understand, explain, and respond to account terms and conditions.

• Support customer product inquiries and field trouble-shooting questions.

• Meet monthly metrics as assigned.

• Other tasks as assigned.

LANGUAGE SKILLS: Ability to read, analyze, and interpret policies, documents and regulations in English. Write reports and business correspondence. Ability to effectively present information and respond to questions from managers, team members and clients.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the team member is regularly required to talk or hear. The team member frequently is required to walk and sit. The team member is occasionally required to stand; use hands to finger, handle, or feel; reach with hands and arms; and use hands to fingers to write, operate a computer keyboard, mouse and telephone keypad. The team member must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 35 pounds. Specific vision abilities required by this job include vision, and distance vision.

WORK ENVIRONMENT: Promote a working environment that provides for a clean, orderly and safe facility for ALL team members so that we may perform, develop and exceed the contributor status. The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the team member is frequently exposed to moving mechanical parts. The team member is occasionally exposed to fumes or airborne particles. The noise level in the work environment is usually moderate.

Equal Opportunity Employer M/F/Disability/Veterans