Sr Customer Account Manager

2 weeks ago

Manchester, United States Intervala, LLC Full time
Job Summary & Essential Functions:

Serve as main customer contact and liaison between company and assigned customers. Manage key customers and coordinate all customer support activities. Assist in the training and development of team members.
  • Provide detailed, accurate and timely information to customers regarding their inquiries relating to expediting, schedules, pricing, availability, order processing and credit processing.
  • Proactively alert the customer of any issues (delivery, quality, cost, etc.) and propose solutions where possible. Track customer complaints/returns and ensure timely and proper corrective action is taken.
  • Develop and maintain sales, bookings and backlog information for assigned customers
  • Analyze margins monthly and provide feedback to materials and operations to increase margins. Follow-up on variances to ensure timely resolution.
  • Maintain and communicate performance metrics both internally and to assigned customers. Carefully monitor and manage performance to agreed upon metrics and develop action plans when required to improve performance.
  • Receive and review customer requirements, generate sales orders and distribute requirements to all departments as needed.
  • Oversee all incoming and outgoing correspondence, both verbal and written, with the customer—read, respond to, and distribute as necessary.
  • Provide day-to-day leadership, coordination, and direction for the management of contracts with customers.
  • Lead the effort to capture follow-on business with assigned existing customers.
  • Participate in bid reviews, proposals, negotiations, facility visits and other activities which result in the capture of new business.
  • May be required to enter and maintain customer order information in MRP or Order Entry system.
  • Coordinate with accounting to review and collect past-due invoices.
  • Provide input to Finance for cash flow on key customer accounts.
  • Develop a strategy to effectively service each customer using material and build strategies, while preserving the interest of the company.
Knowledge, Skills, & Abilities:
  • Skilled in inventory management techniques (kanban, bonding, safety stock, etc.).
  • Knowledge of Cost and Pricing Data submission.
  • Knowledge of Commercial Contracting legal requirements, as well as financial and marketing skills
  • Ability to manage projects and project teams effectively and control the planning, budgeting, and resource allocation of the project.
  • Proficient in MS Office applications (Word, Excel, PowerPoint, and Outlook).
  • Demonstrated strategic thinking skills that portray the ability to conceptualize business requirements in a proactive manner.
  • Excellent interpersonal skills including professionalism, maintaining a positive attitude, good listening skills, team-oriented, courteous, and respectful of others.
  • Ability to handle multiple tasks, projects, and assignments to meet established goals and deadlines.
  • Ability to present data, information, topics to all levels within the organization as well as customers.
  • Ability to work independently with minimal supervision.
Required Experience & Education:
  • Bachelor's degree in related field required
  • Minimum 5-10 years of progressive relevant job experience required.
  • Significant experience in managing customer relationships

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