Customer Account Manager

3 weeks ago

Santa Ana, United States PeepTek Solutions, Inc. Full time
Job DescriptionJob Description
Customer Account Manager

Summary: Ensures customer satisfaction by providing customer service and account management to Fabcon's clients.

Essential Duties and Responsibilities include the following. Other duties may be assigned.
 
  • Serves as a key point of contact for Fabcon's customers to communicate their orders and/or business issues.Documents all customer interactions in contact management software.
  • Talks with customers by phone or in person and documents reports of product or service problems orissues.
  • Triages customer reported issues and refers problem reports to designated departments forinvestigation and resolution.
  • Manages customer issues throughout the resolution process until closure. Follows escalation procedures whennecessary. Expedites the resolution of customer problems/complaints.
  • Contacts customers on a regular basis to maintain account relationship, provide status on any outstandingissues, advise of new product and service offerings and obtain feedback, and understand the customer'soverall objectives and requirements.
  • Enters new Sales Orders into ERP software.  Manages paper flow of sales orders, work orders, packing slips,throughout the fabrication process and files appropriately. Generates order invoices and prepares for mailing.Reconciles and stamps complete when order has been completed, fully documented, and closed.
  • Advises outside sales I account teams on what current customers need to be visited to investigate conditionscontributing to problems or to investigate potential new sales opportunities.
  • Confers with Fabcon's Finance Group weekly to discuss customer account status, receivables, etc.
  • Works with Sales and Marketing Groups and contact management software to develop and managecustomer account plans to maintain or grow customer sales for Fabcon.
  Competency:To perform the job successfully, an individual should demonstrate the following competencies:
 
  • Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzesinformation skillfully; Develops alternative solutions; Works well in-group problem solving situations; Usesreason even when dealing with emotional topics.
  • Project Management - Develops project plans; Coordinates projects; Communicates changes andprogress; Completes projects on time and budget; Manages project team activities.
  • Technical Skills - Assesses own strengths and weaknesses; Pursues training and developmentopportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
  • Customer Service - Manages difficult or emotional customer situations; Responds promptly to customerneeds; Solicits customer feedback to improve service; Responds to requests for service and assistance;Meets commitments.
  • Interpersonal - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to otherswithout interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
  • Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens andgets clarification; Responds well to questions; Demonstrates group presentation skills; Participates inmeetings.
  • Team Work - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views;Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team aboveown interests; Supports everyone's efforts to succeed; Recognizes accomplishments of other team members.
  • Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varieswriting style to meet needs; Presents numerical data effectively; Able to read and interpret writteninformation.
  • Business Acumen - Understands business implications of decisions; Displays orientation to profitability;Demonstrates knowledge of market and competition; Aligns work with strategic goals.
  • Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity andethically; Upholds organizational
values.
  • Organizational Support - Follows policies and procedures; Completes administrative tasks correctlyand on time; Supports organization's goals


and values; Benefits organization through outside activities; Supports affirmative action and respectsdiversity.
  • Adaptability - Adapts to changes in the work environment; Manages competing demands; Changesapproach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
  • Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are coveredwhen absent; Arrives at meetings and appointments on time.
  • Dependability - Follows instructions, responds to management direction; Takes responsibility for ownactions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completestasks on time or notifies appropriate person with an alternate plan.
  • Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takesindependent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for andoffers help when needed.
  • Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generatessuggestions for improving work; Develops innovative approaches and ideas; Presents ideas andinformation in a manner that gets others' attention.
  • Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports andexplains reasoning for decisions; Includes appropriate people in decision-making process; Makes timelydecisions.
  • Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Developsrealistic action plans.
  • Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats otherswith respect and consideration regardless of their status or position; Accepts responsibility for ownactions; Follows through on commitments.
  • Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality;Applies feedback to improve performance; Monitors own work to ensure quality.
  • Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity;Works quickly.
 Qualifications:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Therequirements listed below are representative of the knowledge, skill, and/or ability required. Reasonableaccommodations may be made to accommodate individuals with disabilities to perform the essentialfunctions.Education/Experience:Associate's degree (A. A.) or equivalent from two-year College or technical school; or six months to one yearrelated experience and/or training; or equivalent combination of education and experience.Language Ability:Ability to read and interpret documents such as safety rules, operating and maintenance instructions, andprocedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively beforegroups of customers or employees of organization.Math Ability:Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions,and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.Reasoning Ability:Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagramform. Ability to deal with problems involving several concrete variables in standardized situations.Computer Skills:To perform this job successfully, an individual should have excellent knowledge of MS Word; MS Excel;Email systems, Group Calendaring systems, and Contact Management I Sales Force Automationsystems..Physical Demands:The physical demands described here are representative of those that must be met by an employee tosuccessfully perform the essential functions of this job. Reasonable accommodations may be made toenable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to stand; walk; sit and talk or hear.Training Requirements:Procedural:
Quality Policy, OP-FAB-SAG or FC 005
 

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