Strategic Account Manager, Customer Experience

The Timken Company; New York (NY); On-site; USD 46,000 - 64,000; Full time

Job summary

The Timken Company is seeking a Customer Relations Management Representative to provide proactive account management across the order-to-cash process. You will be the primary contact for customers, resolving inquiries and collaborating with Sales, Supply Chain, Engineering, and Manufacturing to meet requirements.

You will analyze customer needs, maintain data accuracy, and drive growth within existing accounts while ensuring on-time delivery and high customer satisfaction.

Qualifications

• High school diploma with 1-3 years of relative experience.
• Proficiency in Microsoft Office Suite, including Excel.
• Experience in the Manufacturing Industry.

Responsibilities

• Manage customer accounts through all phases of the order-to-cash process, including quotations, order entry, forecasting, expediting, order book management, and maintenance of customer master data.
• Serve as the primary point of contact for customers, ensuring timely resolution of inquiries, issues, and requests while delivering a best-in-class customer experience.
• Collaborate cross-functionally with Sales, Supply Chain, Engineering, Manufacturing, and other internal stakeholders to meet customer requirements and business objectives.
• Build and maintain strong customer relationships by providing responsive communication, proactive account management, and effective problem resolution.
• Analyze customer needs, ordering patterns, pricing structures, and service-level requirements to identify opportunities for improved performance and growth.
• Support revenue growth and customer retention by maintaining customer loyalty and identifying opportunities to expand business within existing accounts.
• Monitor and manage order fulfillment activities, ensuring accurate order processing, on-time delivery, and customer satisfaction.
• Utilize advanced problem-solving skills to address complex customer, operational, and supply chain challenges.
• Maintain a working knowledge of products, manufacturing processes, and supply chain operations to effectively support customer accounts and business needs.
• Analyze and present account data, trends, and performance metrics to support informed decision-making and continuous improvement initiatives.
• Prepare and maintain accurate records, reports, and customer account documentation using Microsoft Excel and other business systems.
• Communicate effectively with customers and internal partners to ensure alignment, transparency, and successful execution of customer requirements.

Skills

Account management

Cross-functional collaboration

Problem solving

Education

High school diploma

Bachelor's degree (preferred)

Tools

Microsoft Office Suite

Excel

Job description

The Timken Company is seeking a Customer Relations Management Representative to provide proactive account management across the order-to-cash process. You will be the primary contact for customers, resolving inquiries and collaborating with Sales, Supply Chain, Engineering, and Manufacturing to meet requirements.

You will analyze customer needs, maintain data accuracy, and drive growth within existing accounts while ensuring on-time delivery and high customer satisfaction.