Customer Account Manager

3 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, ensuring seamless communication and coordination of all customer support activities.

Essential Functions
  • Manage key customers and coordinate all customer support activities, including expediting, schedules, pricing, availability, order processing, and credit processing.
  • Provide detailed, accurate, and timely information to customers regarding their inquiries 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.
  • Maintain and communicate performance metrics both internally and to assigned customers.
  • 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.
  • 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.
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 judgment 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 a related field.
  • Minimum 5 years of progressive relevant job experience.
  • Project management experience, including planning, budgeting, and allocation of resources.
  • Previous experience in managing customer relationships.

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