Account Manager & Customer Service

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Compensation: $68,640/yr, Mon-Fri 8:00am - 5:00pm

SUMMARY OF ROLE

Manages and coordinates activities engaged in the processing and delivery of all products to their assigned accounts. Monitors the status of all assigned customer molds, production orders, quality holds, and shipments, to ensure timely delivery of all products. Works with assigned customers and all internal departments to better ensure that customer orders are processed per customer requirements and shipped on a timely basis by performing the following duties personally or through others.

DUTIES AND RESPONSIBILITIES

1. Enters and maintains information regarding customers and their parts in the IQMS Database after product is released for production by the Program Management Team. Data entry includes IQMS item master and item branch entries for all parts released to customer service for production.
2. Receives, processes, and manages all assigned customer account orders in accordance with established company procedures. Accurately enters all customer account orders into the IQMS Database.
3. Issues order confirmations to customers as necessary.
4. Manages assigned customer files as needed for record keeping and for regular interaction with customers regarding their account status and orders.
5. Collects specific information from customers regarding product or service complaints. Processes information in accordance with company complaint procedures and ensures that the information is promptly delivered to the Quality Department unless Quality is responsible for the reporting.
6. Receives and responds to customer invoicing questions and issues invoice adjustments as needed.
7. Tracks invoicing errors and initiates action to resolve system or procedural issues unless within the confines of accounting.
8. Enters customer forecast information into the IQMS Database, as required, to allow purchasing to better forecast material requirements for future products.
9. Responsible for obtaining and presenting all quotes to assigned customers, including quotations for customer parts as a result of material price increases identified by purchasing, product processing changes identified by production, material changes that incur additional costs, and other items driving an increase in production cost.
10. Develops customer and departmental work instructions/procedures as assigned by the Customer Service Manager. Recommends procedural changes to improve customer service during Team meetings.
11. To continuously improve customer relationships, proactively meets and/or communicates with customers to ensure they are aware of the current state of their submitted orders, potential delivery delays, and to understand potential future orders. Reviews and manages the assigned accounts for organic growth.
12. Attends staff meetings as directed.
13. By continually considering production options, such as blanket orders and stocking agreements, that could improve cost competitiveness, while maintaining a favorable work environment, quality product, and customer satisfaction.
14. Maintains effective communications, verbally and in writing, with all internal departments regarding customer requirements, schedules, forecasts, shipping methods, drawing changes, as well as any/all customer issues that have an impact on WTI and/or the customer.
15. Maintains effective communications, verbal and written, with the customers/accounts that you manage as well as when providing support to other customers for the other Customer Service Account Managers when they are out of the office.
16. Effectively manages their customer accounts to drive performance, ensure sales orders are delivered on time, and ensure any customer-provided forecasts are met for their assigned customer accounts that have stocking agreements.

MINIMUM REQUIREMENTS AND QUALIFICATIONS

1. Bachelor’s degree in Business Administration or 5 years of work experience in a similar capacity.
2. Three years of experience in manufacturing.
3. Excellent organizational skills.
4. Computer literate in Microsoft Word, Excel, and MRP systems.
5. Must read and write English.
6. Spanish speaking a plus.

ESSENTIAL FUNCTIONS AND PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Team Member is regularly required to stand, walk, sit, use hands to touch or feel, reach with hands and arms, and talk or hear.

The Team Member must occasionally lift up to 25 lbs. when necessary.