Business Development Account Representative

Carpenter Technology Corporation•Raleigh, NC

11d•Onsite

About The Position

The Business Development Account Representative serves as a liaison between the customer and Carpenter, providing overall support and total account management. This role involves developing a deep understanding of customer needs, assessing requirements, and identifying solutions for issues related to scheduling, planning, inventory, pricing, forecast information, and specification interpretation, often with assistance. The representative will have ownership and accountability for all daily activities of their assigned accounts. A key aspect of the role is to develop, maintain, and grow a network of relationships with internal departments to efficiently resolve a wide range of customer problems and issues, including logistics, planning, inventory, technical requirements, and contract review. The position also involves participation in transactional improvement projects within customer service, focusing on cost reduction, productivity enhancement, and customer satisfaction. Continuous learning through departmental and cross-functional training is expected to expand knowledge of Carpenter systems, products, and processes. Daily review of activity reports and message queues is required, along with the development and maintenance of customer-specific account documentation. Proactive calls to new and existing accounts are essential to support selling and service strategies. The representative must be responsible and accountable for adhering to all corporate, department, quality, and regulatory policies, and will perform other assigned duties and special projects.

Requirements

High School diploma required.
Minimal experience required.
Computer literacy including internet navigation and research; Microsoft Office (Word, Excel, PowerPoint); database use and information retrieval; mainframe applications.
Problem Solving: Solves a range of problems by using standard procedures and/or processes.
Customer Response: Responds to customer needs; seeks guidance on issues outside own area.
Planning and Organizing: Prioritizes and organizes own work to meet agreed upon deadlines.
Teamwork: Works with others within own area or department to achieve team goals through expanded knowledge and skills.
Ability to create and maintain customer-specific account documentation.
Ability to run established Data Warehouse reports.
Proficiency in use of all databases and compliance with SOPs IREP order entry & inquiry capability, manage message queue to resolve errors & notifications with assistance of co-workers.
Create OMOES Masters and details with assistance of co-workers, understand linkage of details to master (aware of instead of OR in addition to requirements), order entry capability.
Consistent motivation to serve customers and balance the best interests of Carpenter and our customers.
Ability and desire to learn quickly, retain information and seek opportunities to increase personal contributions.
Quality orientation, attention to detail/accuracy with expectation of minimal error rates.
Ability to consistently perform in a fast-paced, demanding and changing environment.
Ability to project a positive attitude at all times.
Effective verbal and active listening skills.
Clear, concise, and effective written communication skills.
Build trust by meeting commitments; acknowledge and learns from mistakes.
Ability to manage multiple tasks simultaneously.
Motivation to work effectively as part of a team.
Strong problem-solving focus and ability.
Ability to appropriately react during challenging and difficult phone conversations.
Organization and follow-up skills; maintains an orderly workflow.

Nice To Haves

Prefer a Two- or four-year degree from an accredited institution.
Prefer two or more years of customer account management experience.
Understand differences in shape, size, finish & standard conditions (annealed, ground, cold finish annealed, unannealed forge quality) for all products; relies heavily on co-workers and technical resources.
Relationship with Parent Company or Primes
Knowledge of Carpenter revenue generation and cross over account requirements (if applicable)
Knowledge of Carpenter customer classification assignments
Knowledge of product use/application
Knowledge of VAPs
Knowledge of customer system(s)/EDI
Understanding of differences in melt types and which products generally go through each type; relies heavily on co-workers and technical resources.
Understands differences of basic finishes or conditions, rely on information from specification file, a previous item, or a co-worker.
Understands how to use IDDQ (and how information is applied, how dates are determined)
Works with assigned Outside Sales Rep to document the annual plan with quarterly updates if necessary/applicable.
Participates in weekly meetings on a rotating basis, with follow-up communication to broader staff
Participates in employee webcast each quarter.
Understanding of processes required to service accounts and reason/need for them
Established and productive relationships, understanding responsibility for each of the following: Business Unit, Outside Sales, Scheduling/Process Analysts, Operations Planning, Technical, Packing/Shipping, Logistics, Quality, Credit.

Responsibilities

Serve as a liaison between customer and Carpenter, providing overall support and total account management.
Develop knowledge of customer needs, assess requirements, and identify solutions for issues involving scheduling/planning, inventory, pricing, forecast information, and specification interpretation.
Take ownership and accountability for all processes related to the daily activities of assigned accounts.
Develop, maintain, and grow a network of relationships with internal departments to expeditiously solve customer problems and issues.
Participate in transactional improvement projects within customer service focusing on cost reduction, productivity improvement, and customer satisfaction.
Participate in departmental and cross functional training to expand knowledge of Carpenter systems, products, and processes.
Review activity reports and message queue on a daily basis and take appropriate action.
Develop and maintain customer-specific account documentation.
Initiate proactive calls to new and existing accounts in support of selling and service strategies.
Be responsible and accountable for knowing and adhering to all corporate, department, quality, and regulatory policies.
Perform all other duties and special projects as assigned.