Customer Account Manager

Description

Job Summary

The Customer Account Manager is responsible as the primary point of contact for clients, ensuring their needs are met and addressing any concerns that arise. Build and maintain strong relationships with customers, to maintain client retention and satisfaction. Oversee the day-to-day activities related to customer accounts, including order processing, invoicing, and follow-ups. Coordinating with internal teams to ensure that products and services align with customer expectations. Sales focused, identifying upselling or cross-selling opportunities. Provide technical support and product information to clients. Gather customer feedback and work with product development and sales teams to improve services and address any gaps in customer satisfaction. Customer satisfaction and retention focused on overall success and profitability of the business. Ensuring that customer needs are met while also supporting the company's growth objectives.

Requirements

Essential Functions

• All Customer Support Functions related to customers.
• Sets up sales orders, jobs, quotes, and related information in M2M.
• Ensures job cost is accurate for jobs entered and priced accordingly.
• Manages Open Orders.
• Records all quote activity in an approved tool (Smart Sheets). With special attention to quote results regarding wins and losses with rationale.
• Tracks jobs as they progress through production with site Leadership.
• Communicates with assigned customers regarding sales order issues.
• Responsible for customer specific quotes (in conjunction with estimating), validating requirements, interpreting specifications, and obtaining material and process costs to provide profitable yet competitive quote submissions. 
• Follow-up on non-awarded quoted items.
• Communicates effectively and proactively with customers, adapting to new customers as volume dictates.
• Identifies resource needs and works with the appropriate departments.
• Works with other departments to ensure timely and accurate production and delivery of products.
• Resolves or escalates issues in a timely fashion to Supervisor.
• Follows up with customers regarding any issues, as well as production status.
• Follows up on delivered products to ensure customer satisfaction. 
• Responsible for adhering to the Company Quality Policy and to understand and follow all applicable Quality Work Instructions and Procedures.
• Understanding the manufacturing process and having a good working knowledge of the products being produced. 
• Participate in the corporate Annual Operating Plan (AOP) and Quarterly Business Reviews (QBR).
• Performs other duties as assigned.

Education/Skills/Abilities

• A bachelor's degree in administration, marketing, communications, or a related field.
• Manufacturing experience with technical knowledge of parts.
• Ability to read blueprints. 
• Knowledge with ERP systems and practices 
• Good supervisory, leadership, communication, and teamwork skills.
• Ability to work with multiple deadlines and commitments.
• Ability to understand and communicate industry specifications and standards.
• Proficient computer skills with MS Office knowledge.
• Critical thinking, active listening, deductive reasoning, and problem-solving skills.
• Fast-changing environment, able to identify and pivot in support of developing requirements.

Physical Demands/Work Environment

Working conditions are normal for the office and manufacturing environment. Work may involve lifting materials and products up to 40 pounds. When working in the manufacturing environment, using safety equipment, to include, but not limited to, safety glasses, is required. Loose fitting clothes and jewelry are not permitted in manufacturing. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.