Customer Account Manager - 1

About the role

The Customer Account Manager (CAM) is responsible for serving as the primary customer contact and conducting day-to-day account management and order processing in support of their assigned accounts/territory. This includes inside sales activity such as quoting, order processing, and all aspects of the order management cycle.

Responsibilities

• Primary customer contact for assigned accounts / territory
• Manage orders and resolution of any customer / sales order-related issues for assigned accounts / territory
• Manage the process of obtaining RFQs through to award-winning
• Manage all RFQ, tender, and quotation activities with consistent follow-up
• Prepare compliant bids by the customer due date
• Prepare responses to requests for proposals and bid materials
• Responsible for quoting any warranty issues for assigned accounts/territories
• Enter new customer and other sales data into the customer database
• Review and enter customer orders with a high level of complexity and volume, requiring decision-making and prioritization capabilities
• Analyze reports from ERP to identify potential issues in executing orders on time
• Train other team members in all aspects of the ERP system as related to performing all of the above requirements
• Cross-functionally with internal departments as necessary to ensure order fulfillment
• Interface with OEM Business Manager(s) regarding day-to-day activities as required to support customer quote activity
• Facilitate all purchase activity and coordinate with Buyer(s) to expedite the process
• Obtain credit reference information for new customers as applicable
• Capture and manage customer payments
• Coordinate export compliance requirements for international shipments
• Investigate and facilitate resolution of customer problems with deliveries and/or discrepancies with purchase orders
• Participate in cross-functional teams to drive continuous process improvement
• Maintain customer relationships to generate repeat business opportunities
• Understand the procurement system of assigned accounts /territory
• Manage sales pipeline and provide monthly updates to leadership
• Coordinate sales orders and related activities with the sales order flow process
• Ensure seamless execution of sales strategy
• Assist with the preparation of customer presentations
• Support preparation for customer visits and/or tradeshows
• Understand and perform functions in accordance with AS9120 and ISO9001 Standards

Qualifications

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Competencies:
• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.
• Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Presents numerical data effectively; Able to read and interpret written information.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Visionary Leadership - Inspires respect and trust; Mobilizes others to fulfill the vision; Provides vision and inspiration to peers and subordinates.
• Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.
• Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.
• Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
• Managing People - Includes staff in planning, decision-making, facilitating, and process improvement; Takes responsibility for subordinates' activities; Makes oneself available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products, and services. Continually works to improve supervisory skills.
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Aligns work with strategic goals.
• Cost Consciousness - Works within approved budget; Develops and implements cost-saving measures; Contributes to profits and revenue; Conserves organizational resources.
• Diversity - Demonstrates knowledge of Equal Employment Opportunity policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Identifies external threats and opportunities; Adapts strategy to changing conditions.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan
• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
• Education and Experience:
• Bachelor’s degree or equivalent experience preferred
• 3+ years of sales account management or relevant work experience required
• Technical Skills:
• Microsoft Office Suite familiarity required: Outlook, Excel, Word
• ERP experience preferred; Quantum experience a plus
• ServiceNow CRM experience preferred
• Language Skills:
• Fluent in English
• Foreign Language skills are desirable
• Ability to read, analyze, and interpret general business information
• Ability to write reports, business correspondence, and procedure manuals
• Ability to effectively present information and respond to questions from groups of managers
• Mathematical Skills:
• Average / Above average
• Able to work with mathematical concepts such as addition, subtraction, multiplication and division
• Able to apply concepts such as fractions, percentages, ratios, and proportions to practical situations
• Work Environment:
• Traditional office environment
• Includes attached warehouse environment
• Physical Demands:
• Customary physical demands for the office environment
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
• Travel:
• Travel is not regularly required, but periodic travel may be required as deemed necessary to perform this job