Senior Account Manager

About the role

Serves as the primary point of contact after sales for high value and/or complex customers. Manages the order entry process from inception to invoicing. Responsible for the coordination, accuracy, timeliness, and approvals for entering customer orders into G3 order processing system. Works cross functionally with other departments as needed to ensure customer expectations are met. Acts as the liaison between sales, customer, and Operations across the entire Division to provide proper and timely communication. Manages and executes multi-site projects. Makes recommendations and leads initiatives focused on process improvement.

Responsibilities

• Establishes relationships with customers; works with customers to understand their needs, available to visit customer sites, and facilitates the communication flow with other internal departments.
• Prepares accurate, timely, and detailed estimates for jobs and rework charges on those jobs, and communicate prices to Customer and Sales.
• Participates in the development of customer rates, project budgets and timelines and ensures completion of initiatives within agreed upon budgets and timeframes.
• Ensures customer satisfaction by monitoring product delivery, accurate invoicing, and timely resolution of issues.
• Oversees accurate customer systems set-up including across multiple production sites as needed.
• Creates and tracks multiple revisions of quotations process and ensures all details are addressed, requested and organized accordingly.
• Understands, documents and communicates customer requirements and specifications including quantity, quality, schedule and delivery and any other items of importance to the customer.
• Responsible for accurate collection of data required to facilitate customer orders and supports in communicating updates to customer orders as needed.
• Estimates personnel needs for assigned work and partners to ensure adequate staffing, at times across multiple facilities in order to meet pre-established completion dates and production demands.
• Reviews finished goods inventories to keep them in line with prospective sales while minimizing inventory levels and stock out situations.
• Schedules jobs to ensure on-time deliveries and maximum production efficiencies and analyzes issues related to missed production schedules.
• Partners with operations lead in order to meet customer expectations including coordination of customer site visit and product inspections, etc.
• Makes recommendations and leads initiatives focused on process improvement and/or cost savings.
• Provides project performance feedback to Project Managers and team members.
• Deals with difficult customer situations and complaints successfully and in a timely manner.
• Motivates team members to achieve results.
• Maintains satisfactory attendance, to include timeliness.

Qualifications

• High school diploma or State-issued equivalency.
• Bachelor’s degree plus 6 years customer service, account management, logistics, sales &/or operations experience reflecting increasing levels of responsibility; OR Bachelor’s degree plus 5 years of G3 customer service, account management, logistics, sales &/or operations experience reflecting increasing levels of responsibility; OR High school diploma or State-issued equivalency and 10 years of customer service, account management, logistics, sales and/or operation experience reflecting increasing levels of responsibility; OR High school diploma or State-issued equivalency and 9 years of G3 customer service, account management, logistics, sales and/or operations experience reflecting increasing levels of responsibility.
• Project Management experience.
• Skilled in Microsoft Office Software.
• Required to travel to company offices, sites, and/or meeting locations for onboarding, training, meetings, and events for development, department needs, and business delivery up to 5% of the time, with or without reasonable accommodation.
• Strong oral and written communication skills.
• Experience maintaining professional and cooperative relationships with internal and external customers.
• Experience performing under heavy demands with low error ratio.
• Experience performing detail oriented tasks; recognizing and correcting discrepancies.

Preferred Qualifications

• Bachelor’s degree plus 7 years of account management or customer service experience reflecting increasing levels of responsibility.
• Account Management experience.
• Prior work experience in the manufacturing, wine/beverage, packaging &/or logistics industry.
• Experience using systems such as SAP, Radius, etc.
• Experience with Production Management System(s).
• Experience working with all levels and functions within the Company.
• Demonstrated ability to work cross functionally with ability to motivate others to achieve goals.
• Ability to pass the Farnsworth-Munsell 100-Hue Color Vision Test with a score of 75 or below.
• Bilingual (conversational and in writing) in French, Italian or Spanish.

Supervisory Responsibilities

Develops, coaches, and mentors’ peers and others.

If accountable for the work of others, conducts performance evaluations; reviews and communicates salary adjustments; rewards employees or takes disciplinary action, as necessary; addresses complaints and resolves issues.

Benefits

This position includes a competitive benefits package. Please click here to view our full list of benefits.