Key Account Coordinator

About the role

Act as the prime interface between HUBER+SUHNER, Inc. and our customers, regional sales personnel, and HUBER+SUHNER AG. Work in coordination with both Regional and Key Account sales personnel and marketing reps to provide customers with technical and commercial support with the objective of securing orders and servicing accounts. Assist in developing and improving phone-based revenue generation through the creation of sales leads, initiation of prospect calls, and RFQ follow-up management. Build strong relationships via onsite visits with customers to ensure recurrence of order submission. Analyze sales histories and forecast assigned customer base requirements. Research and monitor competitive market trends and activities to assist the outside salesforce.

Responsibilities

• Answer all incoming telephone calls and return calls within four (4) hours if away from desk.
• Recommend appropriate HUBER+SUHNER products for customer applications.
• Interface with Engineering to determine product applications to meet customer requirements and specifications.
• Resolve customer technical and specification issues.
• Review product cost, delivery, and technical inputs from HUBER+SUHNER AG in preparation of quotes for customers.
• Develop and provide customers and representatives with price, delivery, and technical information while complying with company policies.
• Review incoming orders for accuracy of price, part number, quantity, and contractual obligations.
• Coordinate with the Logistics Department to expedite deliveries and inquiries.
• Provide input to the central quotation system and follow up to maximize capture rates and pricing consistency.
• Maintain sales data on assigned territories or markets and administer a follow-up system for open technical, commercial, and qualification samples.
• Manage customer contracts and annual agreements by reporting monthly to ensure customer requirements are met.
• Analyze sales histories and forecast assigned customer base requirements.
• Assist in improving phone-based revenue generation through sales leads, prospect calls, and RFQ follow-up management.
• Attend and add value to monthly SOP meetings.
• Research and monitor competitive market trends to assist the outside salesforce.
• Maintain CRM lead and prospect entries.
• Review contracts/POs for quality notes, flow downs, government ratings, testing requirements, and customer-specific product requirements.
• Review and maintain customer portals with a high aptitude for detail.
• Review customer scorecards, identify root causes of service failures, and mitigate recurrences.
• Conduct weekly calls with Key Account Managers (KAM) to ensure service alignment and review open orders.
• Conduct monthly calls with KAM to review customer scorecards and identify service-level improvements.
• Adhere to all regulations and guidelines contained in the Global Management System.

Requirements

• Bachelor’s Degree in Business or related discipline (preferred).
• 4 years of customer service experience.
• Fluency in Microsoft Office Suite or equivalent.
• Excellent phone skills and email etiquette.
• Strong verbal and written communication skills with the ability to follow up within deadlines.
• Bilingual preferred but not mandatory.
• SAP experience desired.

Skills

• Excellent organizational skills with attention to detail.
• Ability to work well individually and as part of a team.
• Strong multitasking and prioritization abilities.
• Results-driven with a focus on creating a productive and positive team environment.
• Self-starter with ambition and a willingness to learn products and applications.
• High aptitude for reviewing and maintaining customer portals.
• Ability to identify and clearly formulate customer needs.
• Organizational skills for application tests, training, and implementation.
• Aptitude to comprehend complex product training.
• Professional appearance and tactful representation of the company.
• Outgoing personality capable of building positive customer relationships.
• Ability to build successful relationships with escalation personnel at global plants.

Physical/Mental Abilities

• Must have the physical and mental abilities needed to perform all essential tasks; reasonable accommodations may be made.
• Ability to work and respond well under sometimes stressful and demanding work conditions.
• Prepared to spend 75% of working time in direct contact (via phone/email) with customers.
• Willingness to travel regionally to visit assigned customers.