Customer Relationship Manager

2 days ago


Mount Pleasant, Michigan, United States Intervala, LLC Full time
Job Summary

Serve as the primary customer contact and liaison between Intervala, LLC and assigned customers. Manage key customer relationships and coordinate all customer support activities. Assist in the training and development of team members.

Key Responsibilities
  • 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; 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.
  • Enter and maintain customer order information in MRP or Order Entry systems as necessary.
  • 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.
Requirements
  • Bachelor's degree in a related field.
  • Minimum 5 years of progressive relevant job experience.
  • Project management including planning, budgeting, and allocation of resources.
  • Previous experience in managing customer relationships.


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