JOB SUMMARY
An Inside Customer Account Manager is an ambitious primary customer advocate who engages and builds relationships with commercial customers by providing feedback to inquiries by utilizing their strong organizational and process skills. Provides oversight of pricing, lead-times and contractual requirements of quotes and orders. Performs work with limited direct supervision and plays a critical role in providing an interface between Customer and Company and handles themselves in a friendly and professional manner. This position will manage the activities of both AGSE and Westmont.
JOB DUTIES AND RESPONSIBILITIES
- Assume the day-to-day commercial customer internal focused activities such as: quote processing, sales order processing, contract review, export compliance, customer returns, customer complaints, requests for information, quote follow up, open order management, scorecard analysis and customer satisfaction surveys
- Quote Processing:
Manage customer request for quote to determine and/or verify requested part numbers by analyzing technical manual parts lists, engineering drawings, bills of materials, and other specifications to understand what needs to be quoted
Understand customer need and recommend products by utilizing company website to determine and/or verify requested part numbers
Ensure customer requirements and/or terms and conditions are reviewed, understood, and incorporated into the pricing of the quote
Gather first-hand information from historical quotes
Interface with Production Control and Supply Chain to ensure product lead-times
Create quote in the company business system and use sales market guidelines to determine sell price
Ensure accuracy of quote output prior to submittal to Customer, Sales Rep or customer portal
Manage customer purchase order/contract by conducting a review to identify any gaps between quote/price agreements and customer purchase order and resolve any issues identified with customer
Verify purchase order/contract requirements are consistent with AGSE standard terms of sale and/or specific customer contractual requirements
Identify any customer requirements to ensure they were referenced on the quote, otherwise, perform a review to confirm compliance and any cost impact
Create sales order in the company business system, including customer requirements, special flowdowns, and making note of any open issues which require resolution prior to shipment of order
Ensure accuracy of sales order prior to formal acknowledgement to the Customer via e-mail or portal
Ensure all customer facing requests have been vetted for compliance to AGSE’s Export Compliance policies and/or applicable Government regulations
Log, monitor, and maintain specific data elements associated with customer equipment returned for repair within the established process, ensuring information is both timely and accurately defined
Log, monitor, and maintain specific data elements associated with customer complaints and following through on actions required to resolve the issue to ensure customer satisfaction
Interact with internal departments (Engineering, Supply Chain, Production Control, Manufacturing, Quality, Shipping and Accounting) to obtain feedback to ensure customer needs are met
Monitor processing time of quotes, sales orders, repair orders, complaints, and on time delivery from inception to closeout by reviewing status dashboards in the company business system
Ability to maintain and nurture customer relationships by providing excelling Customer Service in an accurate and timely manner, and by coordinating with Regional Sales Directors to resolve customer-related disputes
JOB REQUIREMENTS AND MINIMUM QUALIFICATIONS
- Education: Bachelor’s degree in business or related field
- Experience: 2-5 years of Customer Service
- Ability to work in a structured, process-oriented environment to meet key performance indicators
- Intermediate skill level in Microsoft Office Suite
- Ability to work within multiple Outlook e-mail boxes, which are accessible by all Customer Service team members, and using the Categorize feature to identify the appropriate action/status of each e-mail request
- Proficient in business (formal) e-mail writing skills
- Ability to navigate various customer portals for requests for quotes, orders, updates, changes, etc.
- Ability to independently resolve routine to relatively complex work-related issues
- Dedicated, customer friendly person who provides customer satisfaction, via e-mail, phone, virtual meeting, or face-to-face meeting
- Negotiating skills with the ability to influence outcomes
This position may require access to Controlled Data and/or Information, whereby, only a US Person will be considered for this position, as defined by 22 C.F.R 120.15 (US Person includes US Citizen or lawful permanent resident)
Several factors contribute to actual salary, including experience in a similar role or performing comparable job responsibilities, skills, training, and other qualifications.
Job Type: Full-time
Pay: $66,000.00 - $90,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Weekly day range:
Work setting:
Work Location: In person