Customer Account Manager

Web Industries Inc•Suwanee, GA

About The Position

The Customer Account Manager is responsible for the handling and care of client accounts and performance of customer service agreements, contract review, planning, and order fulfillment activities. This includes developing systems to ensure Web Industries provides world-class customer experience, delighting our customers one relationship at a time. Additionally, the customer account manager coordinates New Product Introduction (NPI) activities with Sales, Engineering, Production and the Customer to ensure a seamless implementation of new programs.

Requirements

Associates degree in related discipline
Excellent customer relationship skills
Computer skills including Microsoft Office
ERP skills applicable to duties
Outstanding attention to detail
Communication skills both verbal and written
Ability to anticipate customers’ needs and match them with appropriate services
Must be able to work on government contracts.

Nice To Haves

Knowledge of Web Industries manufacturing processes
Supervisory and Leadership skills
Proficiency in handling multiple concurrent projects
Experience in Manufacturing, Quality Tech, or Engineering/Process Tech
Comfort with working under pressure in a fast-paced environment
Advanced problem resolution skills

Responsibilities

Manage Customer Care Processes -
Primary point of contact for assigned accounts, managing the full customer lifecycle, including onboarding, trials, and renewal.
Ensure timely and strategic responses to customer inquiries
Contract Review
Understand terms and conditions and how they relate to the contract
Ensure compliance of programs with FARS, DFARS, and ITAR requirements
Coordinate shipping schedule and transportation with customers and internal staff; ensure customers are informed at earliest known time if due date is in jeopardy
Order fulfillment planning (order entry, job setup, work instruction, MRP)
MRP for customer owned inventory
Communicate with customers and internal stakeholders to:
Help build strategic relationships
Gather all relevant information to determine order requirements
Communicate problems and corrective action process to customers
Ensure orders are entered, set up and approved for production to meet schedule requirements
Work with cross-functional teams at multiple sites to determine order commitments and provide status updates
Participation in Create, Win, Grow strategy calls with sales team
Arrange and lead customer program review/status calls
Manage House Account forecast process
Assist with Strategic Account forecast activities
Prepare internal/external reports, presentations, metrics and spreadsheets that are clear and concise
Participate in design and execution of quality planning activities
Onboard new customers and programs
Customer Care Team members-
Work to build a healthy, high engagement, high performance team focused on delighting customers
Communicate with team members on customer strategies
Cross train accounts to provide accountability and coverage
Work as a team on continuous improvement initiatives
Work as a team on root cause analysis quality events in support of customer non-conformances
Assist with customer escalations for team
Facilitate/lead team huddles, training, and/or meetings
Onboard and/or train new team members
Facilitate transition of accounts & products from development/trial to production
Demonstrate business savvy –
Actively listen to customer needs and clearly communicate Web Industries capabilities in a way that confidently and accurately addresses the customer’s business issues.
Identify customer needs and tailor responses and solutions to build Web Industries value proposition.
Address Web Industries limitations in a way that builds customer confidence rather than diminish it.
Stay aware of general business issues such as cost, inventory, profit and loss, risk, speed, competition, and market leadership.
Some travel required to customers or other Web Industries sites