Inside Sales /Customer Service Manager

Valence; West Springfield (MA); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Long-term Disability

Employee Assistance Program

401(k) match

Holiday Pay

Job summary

Valence in West Springfield, MA is seeking an Account Manager to qualify new customer accounts and nurture relationships to meet site New Business Wins objectives.

The role involves tracking profitability, monitoring KPIs, negotiating pricing, and coordinating with internal teams to keep customers informed and satisfied. You will lead a service-minded team and support aerospace customers with timely updates.

Qualifications

• Experience managing key customer accounts in a fast-paced environment.
• Ability to review pricing updates to meet profitability.
• Strong customer service and relationship-building skills.
• Experience with RFQs and CRM systems.

Responsibilities

• Qualify new customer accounts and manage current customer relationships to meet site New Business Wins expectations.
• Track pricing updates to meet profitability objectives.
• Monitor metrics like conversion rates and customer satisfaction scores.
• Negotiate pricing and terms with customers when applicable.
• Lead Customer Service team to drive satisfaction and site performance.
• Resolve escalated complaints and maintain high service standards.
• Coordinate with planning, production, quality, and engineering to update customers.

Skills

Customer relationships

Pricing strategy

Negotiation

CRM tools

RFQ management

Team leadership

Aerospace knowledge

Communication

Tools

CRM software

Job description

Qualify new customer accounts and manage current customer relationships to achieve Site level New Business Wins expectations

• Track and review pricing for updates as necessary to meet or exceed profitability objectives
• Track metrics like conversion rates, customer satisfaction scores, and sales volume trends
• Negotiate pricing and terms and conditions when applicable
• Manage the Customer Service team members to drive customer satisfaction and site performance
• Resolve escalated complaints and maintain high service standards to keep customers loyal
• Manage New Business Integration (NBI) process for new business. Act as the liaison between the customer, customer service team and operations
• Manage incoming Request for Quotes (RFQ) using CRM tools and prioritize estimating teams activities
• Promotion and customer education on the Valence’s extensive processes and approvals
• Proactively manage accounts with quotation follow-up and relationship building
• Backup customer service team during times of high sales calls or absences
• Perform in a fast-paced work environment among various groups including customers, internal customer service, planning, and production Serve as the primary point of contact for aerospace customers regarding order status, delivery schedules, quality concerns, and technical inquiries.
• Monitor orders from receipt through completion and shipment.
• Manage customer communications related to purchase orders, schedule changes, expedites, and delivery commitments.
• Coordinate with Planning, Production, Quality, and Engineering to provide accurate and timely updates to customers.
• Lead customer issue resolution efforts, including late deliveries, quality concerns etc.
• Develop and maintain strong customer relationships through proactive communication and exceptional service.
• Monitor customer satisfaction feedback and flow to leadership and assist in driving corrections actions to mitigate negative trends.
• Participate in customer audits, business reviews, and operational meetings as required.
• Conduct customer meetings and business reviews as required.
• Other duties as assigned

Company Benefits

• Medical
• Dental
• Vision
• Long term Disability
• Employee Assistance Program
• 401(K)-3% Match
• Holiday Pay

This position requires access to EAR or ITAR controlled technologies. Applicants are required to be eligible for employment under U.S. export control laws and must meet the requirement of being a “U.S. Persons”.