Customer Solutions Account Manager

DMF Lighting is a fast-growing leader in the lighting industry, always hard at work engineering what comes next. We have an exciting opportunity in our customer solutions department for an Account Manager.

Base pay range

$68,640.00/yr - $82,000.00/yr

Location: onsite in Carson, CA

Job Summary

Customer Solutions Account Managers work closely with our customers and outside sales force to provide a white glove customer experience and increase sales of DMF solutions. They accomplish this by proactively working across multiple departments to rapidly address customer issues and inquiries, follow up on projects, generate quotations, actively follow up on projects and to provide basic product technical and application guidance.

Primary Job Requirements

• 4-6 years of service-related employment experience such as retail, hospitality, account management
• Demonstrated technical aptitude
• Successful track record of written and verbal customer communication skills
• Demonstrated proficiency in administrative and documentation procedures
• Proven ability to work in cross functional teams
• Proficient with Microsoft Office Suite of products (Outlook, Word, Excel, PowerPoint)
• Must have the ability to manage multiple and shifting priorities in a fast-paced and constantly changing environment
• Must have a high degree of initiative and the ability to manage multiple tasks, work under pressure and meet deadlines as required
  

Primary Job Responsibilities

• Become a SME on DMF Lighting solutions
• Learn and maintain functional knowledge of key tools and processes used by Sales
• Assist in managing the onboarding process, ensuring that all established processes and documentation are completed accurately and in a timely manner.
• Demonstrate a proactive approach in managing projects and following up on customer requests with a sense of urgency.
• Act as an intermediary between the Sales Organization and other internal departments such as Quality, Manufacturing, Purchasing, IT, etc.
• Develop relationships with Reps in an assigned territory, teaming with the salespeople in that territory to present a cohesive customer experience.
• Identify and assess customers needs to achieve satisfaction
• Order completion from quote creation to PO processing
• Investigate order entry or pricing errors
• Handle customer complaints, provide appropriate solutions and alternatives within agreed time limits; follow up to ensure resolution
• Identify, develop, and implement continuous improvement solutions that drive greater efficiencies and effectiveness for our sales organization.
• Initiating arrangement requests from the field, completing forms, obtaining required approvals, and finalizing arrangements
• Display a commitment to quality by following required procedures and practices; take all appropriate measures to ensure quality.
• Provide white glove customer service to our customer base, projecting yourself as the face of DMF
• Review construction documents to produce system designs and project quotations
• Perform administrative duties such as answering phones, filing, and additional tasks as required
• Support customer orders by conducting tasks such as confirming ship dates, sending tracking details and proactively providing notification of any changes.
• Work with assigned outside sales managers track status of quotes in the pipeline and to increase close rate
• Manage returns and refunds in accordance with company policies
• Occasionally attend after hours industry events and dinners
  

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Sales and Business Development

Industries

Appliances, Electrical, and Electronics Manufacturing

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