Customer Service Account Manager in Lansing, MI at Tecomet

Date Posted: 3/21/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Lansing, MI
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    3/21/2020

Job Description



SUMMARY

The customer service administrator II acts as the primary point of contact for the customer handling all commercial issues and standard production work.  The customer service administrator II interacts with all areas of the company to effectively champion the customer demand while meeting internal company financial targets. The customer service administrator II has experience in Sales and Operation Planning and is responsible for directly managing the profit/loss of our FG inventory by determining disposition of reserved product or negotiating above and beyond customers’ requirements.   

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

  • Maintain customer relations via telecommunications and in person visits with a goal of building the customer rapport necessary to grow the business. 
  • Exhibit proactive approach to customer service by following up on customer requests in a timely manner without waiting/delaying responses. 
  • Main and track unit sales history and predict future demand using statistical models.  Communicate demand trends to the customer to align their expectations with our internal business and manufacturing plans. 
  • Support business negotiations for contracts and agreements to maximize profits.
  • Provide inventory management - accountability with profit and loss.
  • Deliver client focused solutions based on customer needs.
  • Provide marketing information to other internal personnel as required.
  • Provide new program quoting information from customers to program managers for timely quote turn around.
  • Provide existing production RFQ information to production planning for date confirmation and to quality for requirement verification.  Verifies directly the commercial accuracy of all existing production RFQ’s.
  • Enter sales orders for respective customer base as required.
  • Input and monitor forecast information through the utilization of customer forecasts and the input provided by the sales staff (external & internal).
  • Track order intake in rolling 12-month window.
  • Provide rolling 3 month & 12 month manufacturing build plan (sales plan) to the production control group.
  • Convert sales shortfalls as indicated on build plan (sales plan) into purchase orders via communication with customers, executive management and external sales force. 
  • Initiate\communicate with executive management required organizational changes to achieve financial targets as outlined within the build plan (sales plan)
  • Track delivery performance for all customers and initiates required organizational changes to achieve a 100% rating.
  • Support quality planners within customer focus teams to achieve 100% quality ratings with all customers.
  • Coordinate research, plan approach and follow through with new business prospect hunting in conjunction with executive management and the external sales representatives to achieve budgeted growth targets.
  • Create and provide information necessary for various departments relative to developing weekly, monthly and yearly reports up to and including the budget process.
  • Analyze and create reports utilizing published information and the data provided by the sales staff.
  • Create PowerPoint presentations for current and prospective customers.
  • Update and maintain files, both hard copy and electronic, necessary for the function of the Sales & Marketing department and other departments that rely on the database.
  • Maintain the confidentiality of the department.
  • Additional duties as requested by management.



SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

QUALIFICATIONS

To perform this job successfully, an individual must be professional, proactive and positive, with internal and external customers and coworkers. 

Education and/or Experience

Bachelor’s degree (B.A.) from four-year college or university; and 10 plus years related experience and/or training; or equivalent combination of education and experience.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions.  Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Technical Skills

  • Working knowledge of personal computer, keyboard, and various software programs
  • MS Office products e.g. Word, Excel. PowerPoint
  • ERP system working knowledge
  • Knowledge of various office equipment
  • Knowledge of blueprint reading and geometric tolerancing

CERTIFICATES, LICENSES, REGISTRATIONS

None required.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, and controls; and talk and hear.  The employee frequently is required to stand and walk.  The employee must occasionally lift and/or move up to 25 pounds. The noise level in the work environment is usually moderate.

OTHER SKILLS AND ABILITIES

  • Strong interpersonal skills
  • Good verbal, written and presentation skills
  • Proven organizational skills
  • Ability to prioritize
  • Ability to maintain confidentiality
  • Ability to work well under pressure and to remain flexible to changing schedules and demands
  • Experienced in sales and ops planning, inventory management and profit/loss.

COMMENTS

Frequent travel within the United States, as well as occasional travel abroad is required.

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