Customer Solutions Account Manager

DMF Lighting; Carson (CA); On-site; USD 71,000 - 85,000; Full time

Job summary

DMF Lighting is seeking a Commercial Solutions Account Manager for our Inside Sales team, onsite in Carson, CA. The role focuses on delivering a white-glove customer experience, generating quotations, and guiding projects from quote to PO.

The successful candidate will have 3-5 years in service-related roles, strong communication skills, and proficiency with Microsoft Office. Ability to manage multiple priorities in a fast-paced environment is essential, with cross-functional collaboration

Qualifications

• 3-5 years of service-related employment experience (retail, hospitality, account management)
• Demonstrated technical aptitude
• Strong written and verbal communication skills
• Proficient with administrative and documentation procedures
• Proven ability to work in cross-functional teams
• Proficient with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
• Ability to manage multiple shifting priorities in a fast-paced environment
• High degree of initiative; manage multiple tasks and meet deadlines

Responsibilities

• Become a SME on DMF Lighting solutions
• Learn and maintain knowledge of key tools and processes used by Sales
• Assist in onboarding processes ensuring documentation is complete and timely
• Proactively manage projects and follow up on customer requests with urgency
• Serve as intermediary between Sales and internal departments (Quality, Manufacturing, Purchasing, IT)
• Develop relationships with reps in an assigned territory and support sales teams
• Identify customer needs to achieve satisfaction
• Process quotes from order to PO
• Investigate order entry or pricing errors
• Handle customer complaints with solutions and timely follow-up
• Drive continuous improvement for sales efficiency
• Coordinate field arrangements and obtain necessary approvals
• Maintain quality by following procedures and practices
• Provide white-glove customer service as the face of DMF
• Review construction docs to produce system designs and quotes
• Perform admin duties (phones, filing, etc.)
• Support orders with ship dates and tracking updates
• Track quotes with outside sales managers to improve close rate
• Manage returns/refunds per policy
• Occasionally attend after-hours industry events

Skills

3-5 years experience

Technical aptitude

Written & verbal communication

Cross-functional teamwork

Prioritization under pressure

Initiative

Tools

Microsoft Office Suite

Job description

DMF Lighting is a fast-growing leader in the lighting industry, always hard at work engineering what comes next. We have an exciting opportunity in our Inside Sales department for a Commercial Solutions Account Manager.

• Pay range is $71,000-85,000 annually (based on skills/knowledge/experience)
• Location: onsite in Carson, CA

Customer Solutions Account Managers work closely with our customers and outside sales force to provide a white glove customer experience and increase sales of DMF solutions. They accomplish this by proactively working across multiple departments to rapidly address customer issues and inquiries, follow up on projects, generate quotations, actively follow up on projects and to provide basic product technical and application guidance.

Primary Job Requirements:

• 3-5 years of service-related employment experience such as retail, hospitality, account management
• Demonstrated technical aptitude
• Successful track record of written and verbal customer communication skills
• Demonstrated proficiency in administrative and documentation procedures
• Proven ability to work in cross functional teams
• Proficient with Microsoft Office Suite of products (Outlook, Word, Excel, PowerPoint)
• Must have the ability to manage multiple and shifting priorities in a fast-paced and constantly changing environment
• Must have a high degree of initiative and the ability to manage multiple tasks, work under pressure and meet deadlines as required

Primary Job Responsibilities:

• Become a SME on DMF Lighting solutions
• Learn and maintain functional knowledge of key tools and processes used by Sales
• Assist in managing the onboarding process, ensuring that all established processes and documentation are completed accurately and in a timely manner.
• Demonstrate a proactive approach in managing projects and following up on customer requests with a sense of urgency.
• Act as an intermediary between the Sales Organization and other internal departments such as Quality, Manufacturing, Purchasing, IT, etc.
• Develop relationships with Reps in an assigned territory, teaming with the salespeople in that territory to present a cohesive customer experience.
• Identify and assess customers’ needs to achieve satisfaction
• Order completion from quote creation to PO processing
• Investigate order entry or pricing errors
• Handle customer complaints, provide appropriate solutions and alternatives within agreed upon time limits; follow up to ensure resolution
• Identify, develop, and implement continuous improvement solutions that drive greater efficiencies and effectiveness for our sales organization.
• Initiating arrangement requests from the field, completing forms, obtaining required approvals, and finalizing arrangements
• Display a commitment to quality by following required procedures and practices; take all appropriate measures to ensure quality.
• Provide white glove customer service to our customer base, projecting yourself as the face of DMF
• Review construction documents to produce system designs and project quotations
• Perform administrative duties such as answering phones, filing, and additional tasks as required
• Support customer orders by conducting tasks such as confirming ship dates, sending tracking details and proactively providing notification of any changes.
• Work with assigned outside sales managers track status of quotes in the pipeline and to increase close rate
• Manage returns and refunds in accordance with company policies
• Occasionally attending after hours industry events and dinners