Business Development Account Representative

Carpenter Technology•Raleigh, NC

10d•Hybrid

About The Position

Liaison between customer and Carpenter working to provide overall support and total account management including developing knowledge of customer needs, assessing requirements and identifying solutions to issues involving scheduling/planning, inventory, pricing, forecast information, and specification interpretation with assistance. Ownership and accountability for all the processes related to the daily activities of their assigned accounts. Develop, maintain and grow network of relationships with internal departments to expeditiously solve a wide range of customer problems and issues encompassing logistics, planning, inventory, technical requirements, contract review, pricing, etc. Participant 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 the depth of their 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. Initiates proactive calls to new and existing accounts in support of selling and service strategies. Responsible and accountable for knowing and adhering to all corporate, department, quality, and regulatory policies. Perform all other duties and special projects as assigned.

Requirements

High School diploma required.
Computer literacy including internet navigation and research.
Microsoft Office (Word, Excel, PowerPoint).
Database use and information retrieval.
Mainframe applications.
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.
Order entry capability.
Understand differences in shape, size, finish & standard conditions for all products.
Understand differences of basic finishes or conditions.
Understand 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.
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

Two- or four-year degree from an accredited institution.
Two or more years of customer account management experience.
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.
Relies on information from specification file, a previous item, or a co-worker.
Established and productive relationships with Business Unit, Outside Sales, Scheduling/Process Analysts, Operations Planning, Technical, Packing/Shipping, Logistics, Quality, and Credit departments.

Responsibilities

Provide overall support and total account management for assigned accounts.
Develop knowledge of customer needs, assess requirements, and identify solutions to issues.
Manage daily activities related to assigned accounts.
Develop and maintain relationships with internal departments to resolve customer issues.
Participate in transactional improvement projects.
Participate in departmental and cross-functional training.
Review activity reports and message queues daily.
Develop and maintain customer-specific account documentation.
Initiate proactive calls to new and existing accounts.
Adhere to all corporate, department, quality, and regulatory policies.
Perform other duties and special projects as assigned.