Senior Account Manager (Customer Excellence)- Jasper, IN

Responsibilities

• Facilitates execution team on project orders, High Profile Accounts, Standards, and Mock Ups from dealer order prep through punch completion.
• Drives collaboration with Dealer Project Manager and global operations on order entry preferences.
• Consults with clients/customers to identify services that meet their needs.
• Communicates a clear project management schedule to align team on key dates, clean order, order changes, specials, etc.
• Serves as the liaison with demand management, global operations, and field sales, and dealer.
• Manages post-delivery requirements.
• Strives to achieve team and individual performance metrics (% of Elapsed Resolution Time; Case Audits, and Delivery Schedules).
• Examines all processes and procedures to ensure effective service solutions.
• Effective prioritization of workload to achieve customer expectations.
• Buils strong relationships with internal and external customers, maintaining a position of trust and delivers level of reliability.
• Responsible for proactive and creative consultative solutions on order alerts, LONs, and various shipping/delivery scenarios.
• Evaluates best communication approach (phone call/meeting/email).
• Documents all quality issues in the Quality Notification System.

Qualifications

• Proven history or ability to demonstrate safe / responsible behavior, and a positive performance record (including attendance).

Skills

• Interpersonal Skills
• Effective relationships with diverse groups- i.e. Manufacturing, Logistics, etc.
• Ambassador for Kimball International
• Respectful of teammates, leadership, and company
• Approachable
• Team player
• Trustworthy
• Pro-active and reliable
• Conflict manager
• Builds and maintains long-term relationship with customers/clients
• Communication Skills
• Excellent verbal and written communication skills
• Excellent follow-up skills
• Email etiquette
• Good listening skills
• Ability to communicate with all levels of the organization
• Cool under pressure
• Customer focused
• Professional Business Skills
• Confident in making independent decisions
• Exercises good judgment
• Well-rounded knowledge of business processes
• Project management
• Self-motivated to do a good job and manages work quickly, accurately, and effectively
• Understands customer requirements and maintains products/services knowledge
• Excellent organizational and planning skills
• Provides high level customer service
• Leadership Skills
• Creative thought process and comprehension to see the big picture and ripple effect
• Takes initiative and ownership
• Excellent presentation skills
• Open Minded
• Willingness to help others
• Technical Skills
• Product and process expert
• Understanding of who to go to for exceptions
• Advanced technical skills (SAP, kimballinternational.com, Salesforce, etc.)
• Solid Analytical Skills
• Ability to consistently meet deadlines