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Customer Account Manager

2 months ago

Suwanee, United States Web Industries Full time

POSITION SUMMARY

The Customer Account Manager is responsible for the handling and care of client accounts and performance of customer service agreements, contract review, planning, and order fulfillment activities. This includes developing systems to ensure Web Industries is providing a world class customer experience-delighting our customer one relationship at a time. Additionally the customer account manager coordinates NPI activities with Sales, Engineering, Production and the Customer to ensure a seamless implementation of new programs.

PRINCIPAL DUTIES AND ESSENTIAL FUNCTIONS:

Manage Customer Care Processes- Ensure timely and strategic responses to customer inquiries Contract Review

Understand terms and conditions and how they relate to the contract Ensure compliance of programs with FARS, DFARS, and ITAR requirements

Coordinate shipping schedule and transportation with customers and internal staff; ensure customers are informed at earliest known time if due date is in jeopardy Order fulfillment planning (order entry, job setup, work instruction, MRP) MRP for customer owned inventory Communicate with customers and internal stakeholders to: Help build strategic relationships Gather all relevant information to determine order requirements Communicate problems and corrective action process to customers Ensure orders are entered, setup and approved for production to meet schedule requirements Work with cross-functional teams at multiple sites to determine order commitments and provide status updates Participation in Create, Win, Grow strategy calls with sales team Arrange and lead customer program review/status calls Prepare weekly sales forecast for Management Manage House Account forecast process Assist with Strategic Account forecast activities Prepare internal/external reports, presentations, metrics and spreadsheets that are clear and concise Evaluate the financial health of accounts, monitoring gross margin and provide cost analysis reports when required Participate in design and execution of quality planning activities Coordinate preparation and timing of proposals with Sales, Engineering, Production and Management

Customer Care Team members- Work to build a healthy, high engagement, high performance team focused on delighting customers Communicate with team members on customer strategies Cross train accounts to provide accountability and coverage Work as a team on continuous improvement initiatives Work as a team on root cause analysis quality events in support of customer non-conformances

Demonstrate business savvy – Actively listen to customer needs and clearly communicate Web Industries capabilities in a way that confidently and accurately addresses the customer’s business issues. Identify customer needs and tailor responses and solutions to build Web Industries value proposition. Address Web Industries limitations in a way that builds customer confidence rather than diminish it. Stay aware of general business issues such as cost, inventory, profit and loss, risk, speed, competition, and market leadership.

Some customer or other Web Industries site travel required

Additional REQUIRED Qualifications/Skills

:

Associates degree in related discipline

Excellent customer relationship skills

Computer skills including Microsoft Office

ERP skills applicable to duties

Outstanding attention to detail

Communication skills both verbally and written

Ability to anticipate customers’ needs and match them with appropriate services

Additional PREFERRED Qualifications/Skills

:

Knowledge of Web Industries manufacturing processes

Supervisory and Leadership skills

Proficiency in handling multiple concurrent projects

Experience as a Process Technician or similar role

Comfort with working under pressure in a fast paced environment

Advanced problem resolution skills

To conform to U.S. Government aerospace and defense technology export regulations, including the International Traffic in Arms Regulations (ITAR) you must be a U.S. citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State. Web Industries is an equal opportunity employer.

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