Customer Account Manager

Calderys Group•Pittsburgh, PA

About The Position

HWI is hiring a Customer Account Manager (CAM) to join its Customer Service Team. The CAM champions the customer experience and manages the customer relationship from account setup and quoting through order management, delivery updates, and issue resolution. The role maintains customer master-file information, works with the credit team on credit terms, supports the technical process and item maintenance, and uses customer relationship management and material-search tools. The CAM monitors and expedites orders, provides customers with order-status updates, and owns customer JIT supply-chain programs. The CAM also supports inside-sales activities, including quotation follow-up and check-in calls to existing customers. Working with Sales, Commercial, Product Management, Supply Planning, Demand Planning, Programs Managers, Plant Scheduling, and customers, the CAM contributes to commercial opportunities, forecasting, reorder-point adjustments, material availability, and new program or project opportunities. The CAM facilitates resolution of customer disputes and complaints and maintains the accuracy of critical system dates used for delivery metrics.

Requirements

BA/BS degree preferred, or equivalent practical experience.
Computer operation skills, including proficiency in Microsoft Office Suite and Oracle ERP.
Exceptional customer service, interpersonal, communication, and problem-solving skills.
Ability to work effectively in a team environment.
Excellent organizational skills and accurate, precise attention to detail.
Ability to multitask, prioritize, and work independently.
Ability to handle stressful situations professionally.
At least 5 years of customer service or supply-chain experience in manufacturing.

Nice To Haves

BA/BS degree.

Responsibilities

Facilitate the creation and maintenance of customer master-file information in the system.
Work with the credit team to define credit terms.
Facilitate the quotation process and receive customer orders.
Facilitate the technical process, including building and maintaining items.
Enter and maintain orders.
Use the material search tool and CRM tool to maintain customer interactions and information.
Monitor order status, expedite orders as necessary, and provide order-status updates to customers.
Own JIT supply-chain programs for assigned customers.
Partner with the Commercial Team, Product Management, and Supply Planning on quotations and commercial opportunities.
Follow up on quotations and make check-in calls to existing customers as an inside-sales representative.
Partner with Programs Managers on new program and major project opportunities.
Work with the Sales Team, customers, and Demand Planning on forecasting as necessary.
Partner with Sales and Supply Planning to make forecast-based adjustments to reorder-point levers for make-to-stock items.
Work with Supply Planning and Plant Scheduling on material availability, lead times, order status, and expediting requests.
Facilitate the resolution of customer disputes and complaints.
Monitor and maintain the accuracy of critical system parameters and dates to ensure accurate delivery metrics.