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 customer relationships and coordinate all customer support activities.
  • Provide detailed, accurate and timely information to customers regarding their inquiries relating to expediting, scheduled shipping dates, 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 a strategy (with support from functional managers) to effectively service each customer, while preserving the interests of the company
  • 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
  • Monitor and manage performance to agreed upon metrics and develop action plans when required to improve performance
  • Review production and material status with departments; assist in the effort to secure contracts—bidding and negotiating and expedite/change priorities as required
  • 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
  • Serve as liaison, including facilitation of conference calls, among Intervala, LLC engineering, quality, production departments and the customer
  • Lead the effort to capture follow-on business with assigned, existing customers
  • Participate in bid reviews, proposal writing, negotiations, facility visits and other activities which result in the capture of new business
  • Enter and maintain customer order information in MRP or Order Entry system as necessary
  • Coordinate with accounting to review and collect past-due invoices
Knowledge, Skills, & Abilities:
  • Skills in inventory management techniques (kanban, bonding, safety stock, etc.)
  • Knowledge of cost and pricing data submission
  • Knowledge of commercial contracting legal requirements
  • Intermediate level in MS Office applications (Word, Excel, PowerPoint, and Outlook).
  • Ability to think strategically to conceptualize business requirements in a proactive manner
  • Ability to work with a high level of accuracy and attention to detail to produce quality results
  • Strong planning and organizational skills including the ability to initiate, prioritize, and allocate resources
  • Ability to effectively communicate in all forms with others inside and outside the organization
  • Ability to negotiate and manage conflict tactfully and professionally
  • Strong decision-making skills; utilizing sound judgement and thorough processes
  • Ability to problem solve issues involving multiple variables and limited standardization
  • Ability to be creative and innovative with approaches to solutions and solving complex problems
  • Ability to multitask efficiently and adapt within a rapidly changing environment
  • Ability to communicate with customers projecting the company image to attract business
Required Experience & Education:
  • Bachelor's degree in related field
  • Minimum 2 years of relevant job experience
  • Project management including planning, budgeting, and allocation of resources
  • Previous experience in managing customer relationships

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