Customer Account Manager - 1

Job Type Full-time Description Summary: 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. The CAM will communicate and coordinate cross-functionally with internal departments such as Purchasing, Finance, Compliance, and Shipping to resolve problems and ensure successful order fulfillment, compliance with Company process, and international laws and regulations. The CAM will deliver exceptional customer service through proper communication/application of customer requirements, timely communication of order status, and cross-functional internal coordination to ensure on-time delivery. Essential Duties and Responsibilities include the following. Other duties may be assigned. • 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 • Coordinate 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 • Coordinate payment transactions from customers • 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 • Responsible for customer relationship management for assigned accounts/territory • 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 Requirements 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Competencies To perform the job successfully, an individual should demonstrate the following 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 to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things. Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings. 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 • Salesforce 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