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Lead Account Manager

2 months ago

Orange, United States Ultimate Staffing Full time

The Account Management (AM) lead is responsible for providing day-to-day guidance and leadership within the Account Management team. Incumbent will coordinate account management activities, customer service, and tactical customer communications.

Major Duties and Responsibilities Include: (But not limited to the following)
* Oversee the Account Management function amongst the AM's.
o Lead the team in providing professional, responsive communication to customers.
o Ensure timely entry of orders that match the quotation and the customer's purchase order, resolving any issues, including obtaining any purchase order changes needed.
o Lead the AM team in generating open order status reports with realistic commit dates as provided within ERP or at the direction of production control.
o Ensure performance scorecards are reliably managed with customers for optimal metrics.
o Assure that customer online portals are regularly checked for purchase orders, delivery schedules, and other important information.
o Lead the AM team in establishing and documenting best practices to minimize errors and maximize efficiency.
o Guide the team in creating accurate, helpful internal reporting, standardizing such reports where it is effective.
o Ensure empowered problem solving of the AM's with an appropriate amount of upwards delegation.
o Serve as an initial escalation point for the other AM's in resolving customer issues as necessary.
o Maintain processes to ensure the AM team proactively verifies the credit standing of customers before shipments could be delayed.
o Assist the plant in the resolution of shipment issues without compromising Values or customer perception.
* Manage daily your own customer accounts and be responsible for the preservation of those accounts.
* Work with team members to meet expectations and metrics for the department.
* Recommend and lead training and continuous improvement activities for Account Management.
* All other duties as assigned.

Qualifications

Education and/or Experience
* BS/ BA (business, marketing or engineering disciplines preferred) or equivalent work experience.
* 3+ years' account management experience in a heavy manufacturing setting
* Ability to motivate people, particularly in high stress situations.
* Well organized analysis of customer forecast, material, and manufacturing status.
* Excellent communication (written and verbal) and interpersonal skills.
* Advanced computer skills (MS Office - Excel, Word, Outlook) including ERP experience.
* Ability to function effectively in a team environment and work independently as well.
* Solid business acumen
* Enthusiastic and passionate
* Possess a high degree of urgency.
* Proven ability to initiate change.
* Demonstrable effective planning and organizational skills to achieve specific goals and develop detailed work procedures.
* Demonstrate an ability to complete tasks as assigned in the time provided.
* Must be able to adapt and work well with multiple and varying personality types.
* Must be able to demonstrate a high sense of customer service.
* Must be comfortable working in a fast-paced environment.
* Must be able to demonstrate positive results leading to high customer satisfaction, accurate reporting, and maintaining customer data.
* Must demonstrate the ability to multi-task, have organizational and time-management skills.

Desired Skills and Experience

The Account Management (AM) lead is responsible for providing day-to-day guidance and leadership within the Account Management team. Incumbent will coordinate account management activities, customer service, and tactical customer communications.

Major Duties and Responsibilities Include: (But not limited to the following)
* Oversee the Account Management function amongst the AM's.
o Lead the team in providing professional, responsive communication to customers.
o Ensure timely entry of orders that match the quotation and the customer's purchase order, resolving any issues, including obtaining any purchase order changes needed.
o Lead the AM team in generating open order status reports with realistic commit dates as provided within ERP or at the direction of production control.
o Ensure performance scorecards are reliably managed with customers for optimal metrics.
o Assure that customer online portals are regularly checked for purchase orders, delivery schedules, and other important information.
o Lead the AM team in establishing and documenting best practices to minimize errors and maximize efficiency.
o Guide the team in creating accurate, helpful internal reporting, standardizing such reports where it is effective.
o Ensure empowered problem solving of the AM's with an appropriate amount of upwards delegation.
o Serve as an initial escalation point for the other AM's in resolving customer issues as necessary.
o Maintain processes to ensure the AM team proactively verifies the credit standing of customers before shipments could be delayed.
o Assist the plant in the resolution of shipment issues without compromising Values or customer perception.
* Manage daily your own customer accounts and be responsible for the preservation of those accounts.
* Work with team members to meet expectations and metrics for the department.
* Recommend and lead training and continuous improvement activities for Account Management.
* All other duties as assigned.

Qualifications

Education and/or Experience
* BS/ BA (business, marketing or engineering disciplines preferred) or equivalent work experience.
* 3+ years' account management experience in a heavy manufacturing setting
* Ability to motivate people, particularly in high stress situations.
* Well organized analysis of customer forecast, material, and manufacturing status.
* Excellent communication (written and verbal) and interpersonal skills.
* Advanced computer skills (MS Office - Excel, Word, Outlook) including ERP experience.
* Ability to function effectively in a team environment and work independently as well.
* Solid business acumen
* Enthusiastic and passionate
* Possess a high degree of urgency.
* Proven ability to initiate change.
* Demonstrable effective planning and organizational skills to achieve specific goals and develop detailed work procedures.
* Demonstrate an ability to complete tasks as assigned in the time provided.
* Must be able to adapt and work well with multiple and varying personality types.
* Must be able to demonstrate a high sense of customer service.
* Must be comfortable working in a fast-paced environment.
* Must be able to demonstrate positive results leading to high customer satisfaction, accurate reporting, and maintaining customer data.
* Must demonstrate the ability to multi-task, have organizational and time-management skills.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. To the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.