Account Manager

Responsibilities:

• Manage and provide exceptional customer service to all assigned BDM’s and their customer base:
• Quotes and maintain pricing for assigned clients
• Enter orders for assigned clients in ERP system as required
• Document all non-order activities in Customer Relationship Management (CRM) system
• Maintain and update account notes for all delivery locations
• Set-up and maintain e-Commerce templates for assigned clients
• Problem resolution regarding, orders, pricing, complaints and or service levels
• Collaborate and build strong relationships with key stake holders and internal teams to support needs of the Business Development Managers and their customers.
• Educate customers and team about additional products and services which are available.
• Qualify leads and inquiries - distribute to appropriate parties as needed.
• Create and monitor customer stocking agreements in Customer Relationship (CRM) system against monthly actual usage trends and implement or recommend updates as needed
• Recommend opportunities for new projects, products or services to Business Development Manager and/or the client
• Prepare quarterly usage forecasts for review with BDMs and other leadership
• Attend Quarterly Business Reviews (QBRs) with BDMs as required
• Identify opportunities for improvement with order and/or delivery operations and implement or recommend improvements as needed.
• Participate in team, customer or departmental tasks/projects as assigned by manager.
• Provide as back up support to Manager’s accounts when needed.
• Follow company policies, procedures, designated SOPs and Work Instructions.
• Comply with all safety guidelines and standards as dictated by 5S practices.
• Maintain and promote both an environment of continuous improvement and lean manufacturing practices.
• Ad hoc projects and other duties as assigned.

Qualifications and Requirements:

• Minimum 5+ years’ experience in customer service
• Bachelor’s degree preferred
• Understands urgency and when to escalate
• to the appropriate party when necessary.
• Ability to handle stressful situations, multi task, and problem solve.
• Experience with ERP system and Customer Relationship Management (CRM) application
• Strong interpersonal skills and ability to work with others in a positive and collaborative manner always.
• Proven time management skills.
• Ability to adapt in a fast-paced environment and prioritize with competing deadlines.
• Must be flexible and able to adapt to changes in priorities with minimal supervision.
• Excellent organizational skills, advanced attention to detail skills, and outstanding follow up.
• Punctual, regular and consistent attendance
• Experience reviewing purchase orders in an order management system.
• Highly Proficient in using a PC, the internet and MS Office skills (Outlook, Word, Excel, PowerPoint)
• Exceptional written and verbal communication skills.
• Sales Rep Support: 5 years (Required)
• Supporting Top Accounts: 5 years (Required)