About the role
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.
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