1st shift,
Customer Account Representative
Position Summary: The Customer Account Rep (CAR) is the first point of contact for many of Client’s customers. They deliver world-class service and support to the business by responding to customer enquiries, updating the business systems, prepare and deliver quotations, and joining with the planning team to accurately forecast demand. By utilizing the Client High Performance System, the CAR will serve as the primary interface responsible for ensuring the most efficient and positive relationship with Client’s customers, while enabling level-loading of production and expeditious resolution of customer assertions. The role will support the teams Senior Customer Account Representatives and report into the Manager, Customer Accounts for a specified product group.
Essential Job Duties and Responsibilities: Job Duty % • Receives, reviews, and enters purchase orders into the enterprise resource planning (ERP) system. • Raise quotes and customer documentation, prioritizing workload to ensure the customer receives an excellent service at all times. • Respond to various customer emails and phone calls to manage their orders and enquiries; the Customer Account Representative will serve as the primary point of contact by customers’ buyers and supply chain personnel. • Coordinate site visits to Client’s facilities and set-up customer meetings as required. • Refer any pricing queries to the Senior Customer Account Representative and/or the Commercial functions to ensure accurate pricing is applied. • Track and reconcile internal and external customer score cards, which includes verification of the metrics by which Client is judged. • Gathers information from Finance, Procurement, Demand Planning and Manufacturing departments in order to produce accurate costing sheets. • Use SAP product recognition to identify runner/repeater parts and what can be sold to the customer, as well as checking lead times. For any stranger/alien parts raise the relevant enquiry process. • Upon receipt of orders for “out-of-production” products, gather the information necessary to prepare a quotation, which includes pricing, production lead time and Client terms and conditions. • Deliver quotations to customers and coordinate with various functional leaders to ensure questions are answered until the order is received or the opportunity is closed as lost. • Monitor and actively manage customer portals to ensure prices, quantities, lead times and contract terms are acceptable in accordance with authority delegated by appropriate functional leaders (i.e., Finance, Commercial, and Operations).
JOB DESCRIPTION • Utilize business systems, including Salesforce/CRM, portal management and work flow tools, to expedite the process of receiving, reviewing, responding and booking orders. • Works to resolve customer complaints, which may include warranty, delivery, or quantity disputes, at the lowest level in the most beneficial manner for Client by collaborating with other functions and seeking appropriate management approval. • Attend and occasionally participate in Daily Layered Accountability meetings and collaborate with Finance, Operations, Sales, Planning, and Procurement personnel to communicate changes to demand, assist with production forecasting and convey information to and from customers. • Other tasks as assigned, which will typically include supporting the Senior Customer Account Representatives.
individual needs in order to successfully perform the essential duties and responsibilities of the job
Education Level: (Required): Bachelor's Degree or at least 1-2 years of relevant industry experience (Preferred): Bachelor's Degree and equivalent experience Field of Study/Area of Experience (if more than 5 years’ experience required, provide overview in the experience comments to support objective justification): Customer service, Microsoft Office Suite, SAP, Salesforce.com, Robot Morning/Demand Line 2+ years of experience in customer service Skills, Knowledge and Abilities List • Aware of the regulations pertaining to the products and customers for which the employee is responsible (i.e., FAR, DFARS, DEFCONS, etc.) • Ability to understand and follow specific instructions and procedures • Ability to gather data, to compile information, and prepare reports • Strong verbal and written communication skills • Excellent customer service orientation • Well-organized, detail-oriented, and ability to multi-task • Ability to follow detailed instructions in order to meet deadlines • Strong computer skills, including proficiency with Microsoft Word, Excel, PowerPoint, Access, Outlook, and web[1]browsers • Knowledge of SAP Competencies Client Core Competencies 1. Customer focus - building strong customer relationships and delivering customer-centric solutions 2. Collaborates - Building partnerships and working collaboratively with others to meet shared objectives 3. Situational adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations 4. Drives results - Consistently achieving results, even under tough circumstances
Other Competencies 1. Tech savvy - Anticipating and adopting innovations in business-building digital and technology applications 2. Business insight - Applying knowledge of business and the marketplace to advance the organization's goals 3. Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences 4. Manages ambiguity - Operating effectively, even when things are not certain or the way forward is not clear Environmental & Physical Requirements Office / Sedentary Requirements Incumbent must be able to perform the essential functions of the job. Work is performed primarily in an office environment. Typically requires the ability to sit for extended periods of time (66%+ each day), ability to hear the telephone, ability to enter data on a computer and may also require the ability to lift up to 10 pounds.
