Customer Experience Account Manager

Mueller Water Products•Decatur, IL

13d•Onsite

About The Position

Mueller Company (Mueller Co.), the nation's leading manufacturer of flow control devices for the water and gas distribution industries, has an immediate opening in our Gas Products Division for a Customer Experience Account Manager. This position does not involve any cold-calling or outbound sales calls. Rather, this role provides account updates and support to established partners and customers of Mueller. The Account Manager position is located at Mueller's Shared Services office in Decatur, Illinois and will report to the Gas Customer Experience Manager. This role is considered to be a blend of inside sales, customer service, and technical support. This person will work closely with Gas Sales Management and Regional Sales Managers, as well as the Mueller Co. Customer Experience team, to ensure a fantastic experience for Gas customers.

Requirements

Documented work experience with direct inside sales and/or customer service support in sales, marketing, and/or customer support.
High degree of technical competency.
Must understand the operation of mechanical systems.
Intermediate computer experience with particular proficiency in Microsoft Word, Excel, Outlook, and PowerPoint programs.
High level of interpersonal skills and ability to communicate effectively.
Exceptional verbal and written communication skills.
Ability to work in a team setting and gain trust and respect of various persons throughout Mueller’s various locations and customer base.
Must be customer-oriented and have the ability to make quick decisions in a professional and confident manner.
Demonstrated organizational and time management skills
Technical/Mechanical background

Nice To Haves

2+ years of customer service and/or inside sales experience in a manufacturing environment.
Bachelor’s degree, preferably in business, engineering, communications, technology, or sales-related discipline
Strong experience in mainframe programs that include inventory control – such as AS400/JD Edwards (JDE).
Familiarity with database programs such as Act/Outlook.
Experience with phone-based customer service support systems

Responsibilities

Develop and/or maintain solid relationships with end user personnel to enhance the customer service experience.
Provide technical information in response to field inquiries.
Determine customer requirements and expectations in order to recommend specific products and solutions.
Educate customers regarding features and benefits of our products in order to improve product related sales and customer satisfaction.
Support outside sales by providing product selection, applications, limitations, and price quotation information to end users and Regional Account Managers.
Recommend alternate products based on cost, availability or specifications.
Provide support needed to resolve customer complaints and issues including all paperwork and follow up until process is complete.
Assess and address external customer needs by providing stock checks, expedites, technical support, order history-tracking shipments, and order entry.
Act as liaison between Regional Account Managers/customers and various plants.
Work closely with Planners and Manufacturing Department Heads to provide current information on expedite requests and lead times.
Carry out additional job responsibilities and duties as required.