Customer Service Account Manager I

TTM•Syracuse, NY

About The Position

The primary objective of this position is to partner with Sales and Program Managers and with internal Engineering, Quality and Manufacturing Customers and assigned External Customers to manage, mediate, negotiate, and/or coordinate any item or activity such as price, delivery, quality, and responsiveness that directly affects the customer’s decision to continue to do business with TTM Technologies.

Requirements

Excellent verbal and written communication - interpersonal, relationship-building, and problem-solving skills along with strong judgment and decision-making abilities.
Possesses high level of personal integrity and professionalism.
Strong attention to detail and sense of urgency along with excellent multi-tasking and prioritization skills.
Dedicated team player with a results-focus who also possesses ability to work independently with minimal supervision.
Strong computer skills including Microsoft Office.
Bachelor’s degree in Business, Communications, or related field or equivalent combination of education and Customer Service experience.
0 to 2 years of customer account management experience or other customer service or related experience preferred.

Nice To Haves

Electronic and/or assembly production knowledge preferred.

Responsibilities

Manages at least one (1) key customer account along with other accounts with responsibilities including: Manages customer product through the plant.
Leads consultation, direction and communication with the customer by providing accurate product information and monitoring execution from Purchasing, Quality, Production Control, and Engineering to ensure timely completion of customers’ orders.
Develops and maintains positive relationships with customers’ primary contacts.
Resolves customers’ questions and issues with a sense of urgency.
Sets up, facilitates and attends customer meetings as needed.
Reviews new Customer RFQs with assigned Program Managers.
Facilitates execution of repeat quotes.
Ensures terms and conditions have been thoroughly reviewed and approved by QA Engineering.
Ensures that lead times provided by Planning align with customer’s request; resolves any differences.
Recommends pricing and delivery strategies for customer quote responses.
Reviews pricing provided by Finance and consults with Finance on price negotiations.
Reviews draft quotes before submitting to customer.
Records quote details in the Master Quote Log.
Advises internal stakeholders that a new order has been received.
Enters, updates, monitors, and manages customer orders in ERP system.
Submits all new contracts to QA Engineering and Planning for review and concurrence to ensure all terms and conditions of the quote have been met.
Performs contract review with assigned Program Manager to ensure contract matches quoted period of performance (POP) and confirms terms and conditions of the quote have been approved by QA Engineering.
Confirms validity date of quote, requests new quotes for any that have expired or obtains written approval from Quoting Department regarding use of existing pricing.
Notifies customer of any discrepancies or longer lead times than originally quoted.
Validates any other terms and conditions that were not part of the original quotation.
Ensures appropriate tracking/monitoring tools are in place (utilizing Excel) to drive parts to deliver on time to the customer dock date.
Enacts and manages appropriate hold codes as needed.
Manages and updates customer change orders and advises relevant staff of changes.
Updates backlog by COB on Monday and partners with Program Manager to establish cadence regarding: quantity changes or line splits; past due dates with commitments on contract relief; customer contract date changes; and any other change that may impact backlog.
Apprises Program Manager of any recommits that impact customer dock dates. For accounts without a Program Manager, Customer Service notifies the customer directly.
Escalates all customer issues that may impact customer satisfaction and on time delivery to assigned Program Manager or direct manager and/or General Manager.
Tracks, monitors and escalates issues as needed for all RMA’s.
Researches product history and recommends strategies for negotiating and securing purchase agreements from customers.
Reviews customer scorecards and sends to Customer Satisfaction SME along with a summary of scoring.
Disputes line items indicated as late that were delivered on time.
Problem solves and recommends improvements on issues affecting performance on customer scorecards to improve customer satisfaction.
Assists in development of annual sales bookings forecast data relative to assigned accounts of responsibility and provide daily, weekly, monthly sales booking forecast data.
Supports Program Managers in resolving accounts receivable issues in a timely fashion and for accounts without Program Managers, troubleshoots and resolves these concerns.
Assists Site Controller as needed with accounts receivable collection activities.
Must comply with TTM Export Control Policies and Procedures and all applicable laws including ITAR, EAR and OFAC including but not limited to: a) being able to identify ITAR product on the manufacturing floor and understand that access to these products and related technical data is restricted to only US Citizens and US Permanent Residents; b) recognition of Foreign Person visitors by badge differentiation; c) understand and follow authorization procedures for bringing foreign visitors into facilities (VAL); d) understand the Export and ITAR requirements for shipments leaving the US; e) manage vendor approvals for ITAR manufacturing and services.