This position is responsible for managing the Customer Account Management Team. The position will be responsible for overseeing all facets of customer service activities, including case management, project management, and customer engagement. This will include the order entry process, quote proposal follow-ups, coordinating all forecast and demand planning activities (Forecast Scheduling, Performance to Schedule, and Forecast Analysis) with Operations, Production and Process Engineering, Quality and Procurement.
This position will also be the company’s Champion of a ‘Customer First’ culture. This entails ensuring the company is focused on superior customer service.
Primary Responsibilities:
· Directly manage sales coordinators and customer service process
· Develop and master knowledge of entire customer order process
· Facilitate daily communication between inside sales and BDM on status of quotes/ orders
· Responsible for management of daily tasks and setting priorities independently for team of account managers.
· Day to day operational responsibility for quotes, managing daily output and customer response to drive a sales-oriented culture impacting general business operations
· Exercise discretion and independent judgment in prioritizing tasks which affect operations and sales
· Ability to qualify and understand incoming customer requests.
· Implement and drive culture of customer follow up and rapid response to RFQs.
· Manage opportunities and customer interaction in Salesforce with priority on developing and using tools to track and more effectively the manage sales process and follow up.
· Reviews prints, plans, and other customer documents to develop and prepare quotations. This entails working with all internal departments to compile the required information to prepare the quotation.
· Interface effectively with engineering, planning, and manufacturing departments on various issues concerning product specifications and order delivery timelines.
· Utilize company software and other means to develop costs, product structure and routings to ensure manufacturability.
· Performs other duties as assigned.
Knowledge, Skills, and Abilities Required