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Customer Account Specialist

2 months ago

East St Louis, United States Marmon Holdings, Inc. Full time

Cerro Flow Products LLC

Come join a team where People make the difference As a part of Marmon Holdings, Inc., a highly decentralized organization, we rely heavily on people with the aptitude, attitude, and entrepreneurial spirit to drive our success, and we're committed to attracting and retaining top talent.

Critical front-line customer contact position supporting sales of the Plumbing, HVAC and Industrial target channels. Responsible for handling customer orders from inception to consumption

Position Summary: Critical front-line customer contact position supporting sales of the Plumbing, HVAC and Industrial target channels. Responsible for handling customer orders from inception to consumption.

Major Responsibilities

  • Customer Liaison:
    • Interact with customers to provide timely feedback of product knowledge, services, problem resolution, and other inquiries.
    • Process and manage customer orders. Ensure order entry and invoicing accuracy through various proofing systems.
    • Investigate and process customer accounts receivables discrepancies as received from credit department.
    • Assist outside sales and perform various sales functions. Compute and quote, time sensitive price updates, evaluate order profitability, etc.
  • Customer Portal Management:
    • IDM - Maintain SKU updates in customer's system for compliance.
    • ASN's - Upload shipment info into customer's system for ASN.
    • Forecasting - download, analyze, and present customer forecasts.
    • Pricing Updates - upload monthly price updates.
    • Research Claims & Dispute resolution. Deal directly with high profile customers to develop relationships and professionally challenge claims when appropriate.
  • Supply Chain Management:
    • Monitor consignment inventory levels along with Shipping Dept to determine replenishment orders.
    • Work with management and customers to develop accurate weekly, monthly and yearly forecasts.
    • Responsible for identifying and communicating department savings opportunities.
  • Market Intelligence:
    • Keep current with market conditions and changes in copper pricing. Report competitive market information when acquired to the group.
    • Keep customers apprised of current and upcoming pricing and product delivery.
    • Contact Sales with issues and be proactive regarding potential problems.
    • Provide solution driven ideas where applicable.
  • Administrative Responsibilities:
    • Effectively prioritize tasks (time management).
    • Prioritize and coordinate order demand with Production, Shipping, Accounting, Credit, Traffic, and other departments of company.
    • Assist with all administrative activities such as customer inventories, "special order" processing, maintain all system files including but not limited to order management for domestic as well as Canadian markets, order retention and all aspects of pricing, and other such related activities surrounding customer order processing, inventory management and facility operations.
    • Cross train and assist other departments for seamless vacation coverage.
Other Functions
  • Investigate lost or damaged shipments, and invoice short pay/over pay issues.
  • Support management of customer inventory programs.
  • Process firm metal contracts.
Decision Making
  • Prioritize customer orders, especially during inventory shortage periods based upon training/knowledge of 80/20 Rule.
  • Requires advanced problem-solving skills.
  • Requires the ability to effectively analyze inventory levels in order in order to determine timing of reorder requests to manage inventory at acceptable levels.
Financial Responsibility
  • Forecast - Accuracy and proper analysis is critical as information feeds into company financials.
  • Maintain awareness of CFP goals, forecasts, etc., and know how this role contributes. Daily monitor your contribution to such objectives.
  • Understand importance of pricing on order profitability and provide input on improvement methods.
  • Management of inventory levels in order to effectively balance customer needs with the ability to fill orders and not create excess or obsolete inventory.
Contacts
  • Interact with both internal and external customers at all levels especially sales management, production, and shipping. Work with management to hit sales goals
Education/Experience and Knowledge/Skills/Abilities
  • College degree preferred with 5 years' customer service experience, in a manufacturing industry preferred. In addition, sales experience a plus.
  • Ability to handle conflict and pressure, as well as high qualitative, analytical, and problem-solving skills.
  • Excellent communication skills.
  • Must exhibit a sense of urgency to provide superior customer service to external and internal customers and possesses the ability to prioritize and balance customers' needs with corporate Objectives.
  • Self-motivated and the ability to multi-task and prioritize important duties when slow.
  • Proficiency in Microsoft products with heavy emphasis on Excel.
  • Must exhibit potential for advancement toward team management, inside sales, or be open to other internal opportunities.
Supervisory Responsibilities
  • n/a
Working Conditions/Physical Requirements
  • Normal to fast-paced office environment.


Disclaimer: The above information has been designed to indicate the general nature and level of work performed by the employee. It is not intended to be an exhaustive list of all duties and responsibilities required of the position. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to careers@marmon.com, and please be sure to include the title and the location of the position for which you are applying.