Customer Account Manager

Calderys; United States; Remote; USD 80,000 - 90,000; Full time

Job summary

HWI is seeking a Customer Account Manager to champion the customer experience, manage the full relationship, quote processes, orders, and JIT supply chain programs.

This role partners with Sales, Product Management, and Supply Planning to forecast, resolve disputes, and ensure on-time delivery, with a focus on accurate master data and CRM information.

Qualifications

• BA/BS degree preferred or equivalent practical experience.
• 5+ years of customer service or supply chain experience in manufacturing.
• Proficiency in Microsoft Office Suite and Oracle ERP.
• Excellent customer service and problem-solving skills.
• Ability to multitask and work under pressure.

Responsibilities

• Manage the Customer Relationship: build and maintain customer master file information.
• Interact with credit team to define credit terms and facilitate quoting.
• Receive orders and manage the technical process including items setup.
• Maintain CRM as the single repository for customer interactions.
• Monitor order status and expeditie orders as necessary; provide status updates.
• Partner with Commercial Team, Product Management, and Supply Planning on quotes and opportunities.
• Follow up on quotations and perform occasional cold calls to customers.
• Collaborate with Sales, Demand Planning, and Programs Managers on forecasting.

Skills

Customer service

Interpersonal skills

Communication

Problem solving

Multitasking

Organization

Education

BA/BS degree preferred or equivalent practical experience

Tools

Microsoft Office Suite

Oracle ERP

CRM tools

Job description

HWI has a fantastic opportunity to join our Customer Service Team as a Customer Account Manager.

Summary

The Customer Account Manager (CAM) is the champion of the customer experience. They will manage the entire customer relationship including: Facilitate the building and maintaining of the customer master file information, interacting with credit team to define credit terms, the facilitation of the quoting process, receiving orders, facilitation of the Technical Process as entering and maintenance of orders, use of material search tool, using CRM Tool to maintain customer interactions & information, monitoring order status, expediting orders as necessary, and providing order status updates to the customers. The CAM will own all JIT Supply Chain programs for their customers. The CAM will act as Inside Sales to follow-up on quotations and perform cold calling to existing customers. The CAM will partner with Sales and Supply Planning to make forecast based adjustments to the Re-order point levers. The CAM will work with our Quality Team to resolve disputes and complaints.

Responsibilities

• Manage the Customer Relationship:
• Facilitate the building and maintaining of the customer master file information in our system
• Interacting with our credit team to define credit terms
• The facilitation of the quoting process
• Receiving orders
• Facilitation of the Technical Process including the building & maintenance of items
• Entering and maintenance of orders
• The use of the material search tool
• Using the CRM Tool as the single repository for maintaining customer interactions & information
• Monitoring order status
• Expediting orders as necessary
• Providing order status updates to the customers.
• Will “own” any & all JIT Supply Chain programs for their customers
• Partner with the Commercial Team, Product Management, and Supply Planning on the quotation process & commercial opportunities
• Acting as an Inside Sale’s person to routinely follow-up on quotations and perform a level of cold calling existing customers to perform check-ins on their business
• Partner with Programs Managers on new program/major project opportunities.
• Partner with the Sales Team, the Customers directly, and the Demand Planning Team on the forecasting process, as necessary
• Where there are Re-order Point (ROP) Programs for make-to-stock items in place, the CAM will partner with Sales and Supply Planning to make forecast based adjustments to the ROP levers
• Partner with Supply Planning and Plant Scheduling personnel on material availability, lead-times, order status, and expediting requests as necessary
• Act as the point person to facilitate the resolution of disputes and customer complaints.
• Monitoring and maintaining accuracy of critical system parameters-dates to ensure the accuracy of delivery metrics

Requirements

• BA/BS degree preferred or equivalent practical experience
• Requires computer operation skills including, proficiency in Microsoft Office Suite and Oracle ERP.
• Exceptional customer service, interpersonal, communication and problem-solving skills and the ability to work effectively in a team environment
• Excellent organization skills with accurate and precise attention to detail
• Ability to multitask, prioritize and work independently
• Ability to handle stressful situations in a professional manner
• The Customer Account Manager requires 5+ years of customer service or supply chain experience in manufacturing.

Physical and Environmental Requirements

• Physical Activity: Requires 1/3 to 2/3 of the time sitting and less than 1/3 of the time standing, walking, using hands and fingers, reaching, and speaking/hearing.
• Lifting: Requires lifting up to 25 pounds less than 1/3 of time.
• Vision: Requires accurate close and distance vision.
• Environment: Requires more than 2/3 of the time working in an office setting with very limited exposure.
• Noise: Requires exposure to moderate noise.