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Account Manager

2 months ago

Brea, California, United States Proworks Services, Inc Full time
Job Summary

The Account Manager will be responsible for delivering exceptional customer service by processing orders efficiently, communicating effectively, and collaborating with other departments to resolve customer inquiries. This role will play a critical part in building and maintaining strong business relationships with customers, promoting customer loyalty, and providing a seamless interface between customers and the company.

Key Responsibilities
  • Review and interpret customer contract purchase order paperwork for accuracy and communicate exceptions to customers using professional negotiation and communication techniques.
  • Interface with customers to understand and resolve account-related issues through phone calls, emails, customer portals, and face-to-face meetings.
  • Provide leadership and guidance for key customer programs and drive project plans to execution, meeting schedule and budget requirements.
  • Ensure that prescribed activities are carried out in accordance with specified objectives and timelines, and that deliverables are met.
  • Direct and coordinate project activities among multiple departments (sales, engineering, materials, operations) when necessary.
  • Serve as the customer point of contact for all project-related activities.
  • Report and present project status to the team and senior management, developing and reporting project metrics, and tracking program costs.
  • Administer and execute orders, schedules, and related purchase contract pricing and issues.
  • Ensure adherence to contract terms for the entire order cycle process.
  • Review customer purchase order contract packages for accuracy and compliance to company terms and conditions.
  • Ensure all requests for quotes are completed on time and in accordance with company pricing guidelines and policies.
  • Manage and coordinate the resolution to all customer order complaints and/or non-compliant purchase order issues.
  • Raise questionable terms and conditions for resolution to management.
  • Monitor and report progress on specific activities, as required by management and/or purchase order requirements.
  • Process orders and purchase order changes on assigned accounts, including price verification, part numbers, lead times, and entry of orders into the company ERP system.
  • Manage the purchase order/job change portion of customer portals.
  • Research and respond to order delays.
  • Determine export documentation and/or other required export licenses/agreements and administer same in support of export laws and purchase order/program requirements.
  • Collaborate with other functional groups within the company to ensure delivery of accurate pricing and manufacturing lead time estimates.
  • Receive, research, and process customer return requests.
  • Develop solutions for customers independently.
  • Assist customers with resolving issues related to product availability and delivery.
  • Gain/establish a working knowledge of company functions, product, and manufacturing processes.
Qualifications
  • Understand the needs of internal and external customers.
  • Strong customer communication skills with excellent responsiveness and customer focus.
  • Technical skills including the ability to proficiently utilize computer software, including Microsoft Word, Excel, PowerPoint, and MS Project.
  • Presentation skills required, presenting to Customer Management and Senior Management teams.
  • Results-oriented and works hard to consistently provide exceptional service.
  • Excellent verbal and written communication skills in English.
  • Ability to work effectively in an environment where tact, sensitivity, respect, tenacity, persuasive ability, and decisiveness are required for success.
  • Ability to communicate professionally via written and verbal with customers to understand needs and concerns.
  • Ability to handle and prioritize multiple issues simultaneously.
  • Use prior experience and knowledge of company policies and procedures to resolve non-standard problems.
  • High level of motivation and sense of urgency; prioritizes and follows up accordingly.
  • Ability to meet critical deadlines and work in a fast-paced environment.
  • Intermediate proficiency in Excel is a must, using MS Word and PowerPoint.
Education/Previous Experience Requirements
  • Bachelor's degree required, preferably in Engineering or Business.
  • Five years of experience in the Aerospace Industry highly preferred.
  • Prior experience in a cross-functional management structure is strongly preferred.