Customer Account Manager
About The Position
HWI is seeking a Customer Account Manager to join its Customer Service Team. The Customer Account Manager champions the customer experience and manages the customer relationship from account setup and credit terms through quotations, order entry and maintenance, order tracking, expediting, and customer updates. The role maintains customer information and interactions in company systems and uses material search and CRM tools. The Customer Account Manager also owns customers’ JIT Supply Chain programs and acts as an inside sales representative by following up on quotations and conducting check-ins with existing customers. The position works closely with the Commercial Team, Product Management, Sales, Programs Managers, Supply Planning, Demand Planning, Plant Scheduling, and Quality to support quotations and commercial opportunities, new programs, forecasting, material availability, lead times, and order status. It also facilitates the resolution of customer disputes and complaints and maintains accurate system dates to support delivery metrics. The role is primarily office-based, with limited exposure to other environments and moderate noise. It requires substantial time sitting, occasional standing and walking, lifting up to 25 pounds occasionally, and accurate close and distance vision.
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, and the 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
- Manage customer relationships and facilitate the creation and maintenance of customer master-file information.
- Work with the credit team to define credit terms.
- Facilitate the quoting process and receive customer orders.
- Facilitate the technical process, including building and maintaining items.
- Enter and maintain orders and use the material search tool.
- Use the CRM tool as the repository for customer interactions and information.
- Monitor order status, expedite orders as necessary, and provide customers with order-status updates.
- Own all 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 conduct cold calls or business check-ins with existing customers as an inside sales representative.
- Partner with Programs Managers on new program and major project opportunities.
- Work with Sales, customers, and Demand Planning on forecasting as needed.
- Partner with Sales and Supply Planning to make forecast-based adjustments to reorder-point levers for make-to-stock items where reorder-point programs are in place.
- Partner with Supply Planning and Plant Scheduling on material availability, lead times, order status, and expediting requests.
- Facilitate resolution of disputes and customer complaints as the point person.
- Monitor and maintain the accuracy of critical system parameters and dates to ensure accurate delivery metrics.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
