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Customer Experience Account Manager

2 months ago

New Albany, United States Bright Innovation Labs Full time $60,000 - $70,000
Job DescriptionJob Description
  1. SUMMARY / OBJECTIVE

Customer Account Manager works as the primary point of contact for assigned customers. They are responsible for managing customers through the Sales & Operating Plan (S&OP) which includes overseeing customer purchase orders, material demands, timing, and other specific customer requirement to meet successful production execution. The Account Manager is primarily a customer advocate and will proactively work with cross-functional departments to support customer needs and internal company guidelines for fiscally responsible actions.

  1. ESSENTIAL FUNCTIONS: include the following. Other duties may be assigned.
    • Serve as the lead point of contact for assigned customers
    • Build and maintain strong, long-lasting client relationships
  • Responsible for customer satisfaction by ensuring quality and service delivery
    • Oversee multiple client service tasks associates with the S&OP, forecast, pricing, production, shipment of PO's and product development
  • Understand customer demand needs and proactively manage forecast to meet capacity requirements
    • Manage Project milestones, ensure timeliness, and quality delivery of finished goods according to customer expectations
    • Manage new product launches within their customer's portfolio - mostly consisting of product or fragrance extensions.
      • Identify milestones and timing (i.e., pricing, formulation and item number set-up), manage material liabilities and control customer owned inventory
      • Ensure all stakeholders are aware of project progress (i.e., project meetings, status reports, and milestone reviews)
    • Facilitate cross functional collaboration with Supply Chain Operations, Engineering, Finance, Product Development and Marketing.
    • Identify risks and clearly communicate them to appropriate teams, define problem solving and risk mitigation strategies, and facilitate conflict resolution
    • Maintain database and system integrity to support internal and external reporting in Deacom and SAP
    • Track and understand Key Performance Indicators (KPIs) both internally and externally. Creating reports as required by team and customer
    • Be curious, accountable and assist in providing process improvement opportunities

  1. COMPETENCIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Reasoning and analytical thinking • Handling multiple projects and/or tasks simultaneously • Information technology; MS Office particularly Excel and Power BI, ERP systems (SAP, Deacom) • Understanding numerical data • Being self-motivated, can work independently • Being ambitious, persistent, and accountable • Time management • Networking • Negotiating • Communicating (orally and written) and conducting presentations • Managing interpersonal relationships

  • Organizational
  • Positive team player
  • Strong problem solving skills
  1. SUPERVISORY RESPONSIBILITIES
  • This position has no supervisory responsibilities.

  1. WORK ENVIRONMENT

The work environment characteristics described herein are representative of those an employee encounters while performing the essential functions of this job as mentioned above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • The environment for this position will vary, from general office environments to manufacturing floor and warehouse environments, which may or may not offer general air conditioning or heating. Generally, the noise level in these work environments will also vary from moderate to high.

  1. PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee 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, employee is regularly required to stand, walk, and sit; also talk (communicate) and hear (listen); reach with hands and arms; employee must occasionally manually lift or move up to twenty-five (25) pounds.

  1. POSITION TYPE/EXPECTED HOURS OF WORK
  • This is a full-time position. The base days and hours are Monday through Friday, eight (8) hours per day depending on shift assigned. Overtime as needed.

  1. TRAVEL
  • Occasional travel is expected for this position.

  1. REQUIRED EDUCATION & EXPERIENCE
  • College degree (B.A.) or 5+ years of equivalent experience in project management, account management or similar fields

  1. PREFERRED EDUCATION & EXPERIENCE LANGUAGE SKILLS
  • Ability to read, comprehend, and retain instructions, correspondence, and memos. Ability to write correspondence including emails and PowerPoint presentations. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Bilingual a plus.
  • 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. Excellent Excel skills.
  • Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to problem solve, research, and provide recommendations.

  1. ADDITIONAL ELIGIBILITY QUALIFICATIONS
    • English language and knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

  1. WORK AUTHORIZATION
    • Must be authorized to work in the U.S. as a pre-condition of employment.

All employment offers are contingent on passing a pre-employment drug screen and background check.



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