Senior Account Representative

Carpenter Technology Corporation•Raleigh, NC

About The Position

Carpenter Technology Corporation is a leading producer and distributor of premium specialty alloys, including titanium alloys, nickel and cobalt based superalloys, stainless steels, alloy steels and tool steels. Carpenter Technology’s high-performance materials and advanced process solutions are an integral part of critical applications used within the aerospace, transportation, medical and energy markets, among other markets. Building on its history of innovation, Carpenter Technology’s wrought and powder technology capabilities support a range of next-generation products and manufacturing techniques, including novel magnetic materials and additive manufacturing. SENIOR ACCOUNT REPRESENTATIVE PRIMARY RESPONSIBILITIES FOR THE SENIOR ACCOUNT REPRESENTATIVE: Liaison between customer and Carpenter working to provide overall support and total account management including anticipating customer needs, assessing requirements and identifying solutions to issues involving scheduling/planning, inventory, pricing, forecast information, and specification interpretation. Empowered and accountable to make transactional decisions without management oversight on behalf of their accounts. The scope of these decisions is defined by BU and Customer Service Management based upon specific account requirements. Responsible for managing orders to avoid material shortfalls. Translate specific material properties (i.e. tensile) into customer requirements for use of material. Evaluate PICs to identify source item and alternative material (non-standard). Apply melt capability, process steps within the melt shop, usage of each melt type in servicing accounts with an understanding of impact to product attributes and material applications Develop and maintain trusted relationships with customers promoting added growth / market share to Carpenter. Develop, maintain and grow network of relationships with internal departments to expeditiously solve a wide range of customer problems and issues encompassing logistics, planning, inventory, technical requirements, contract review, pricing, etc. Supports the broader team in the development of a network to support their assigned accounts. Identify and lead teams to improve performance, efficiencies, cost reduction, customer satisfaction with the intent to enhance and sustain Carpenter’s position with the account(s) with an understanding of the impact to other areas of the organization (i.e. Shipping, Planning, line-ups, etc.). Provide departmental and cross functional training and lead customer focused improvement projects in support of total customer satisfaction. Recognized throughout the organization as an expert in the department and the expert with their customer(s). Act as a mentor/resource to peers by providing guidance in solving system, procedural, or customer related issues by applying their expertise and knowledge. Provides day-to-day support to staff in absence of Supervisor. Reviews activity reports and message queue on a daily basis and takes appropriate action. Modify existing Data Warehouse reports and create the most complex reports to extract data. Develop and maintain customer-specific account documentation. Initiates proactive calls to new and existing accounts in support of selling and service strategies. Responsible and accountable for knowing and adhering to all corporate, department, quality, and regulatory policies. Perform all other duties and special projects as assigned.

Requirements

High School diploma required.
Minimum of 4 – 6 years of experience in customer account management experience.
Prefer experience in a manufacturing setting.

Nice To Haves

Two or Four year degreed from accredited institution preferred.
Problem Solving: Solves complex problems; takes a new perspective on existing processes; makes recommendations to improve standard procedures.
Customer Response: Anticipates and recommends changes to current processes to respond to customer needs.
Planning and Organizing: Provides guidance to others and coordinates the work of teams.
Teamwork: Acts as a facilitator to resolve conflicts within a team. May be required to act as a team leader within own area or department; does not supervise.
Ability to create and maintain customer-specific account documentation.
Manage message queue to resolve errors independently, apply 'fix' to all open orders and implement a permanent fix to avoid recurrence
Proficiency in use of all databases and compliance with SOPs
Independent ability to apply melt capability, process steps of cycles within the melt shop, when each type of melt is used (single and in combination) as well as impact to product attributes and material applications.
Ability to evaluate PICs, identify source item and identify alternative material (non-standard).

Responsibilities

Liaison between customer and Carpenter working to provide overall support and total account management including anticipating customer needs, assessing requirements and identifying solutions to issues involving scheduling/planning, inventory, pricing, forecast information, and specification interpretation.
Empowered and accountable to make transactional decisions without management oversight on behalf of their accounts.
Responsible for managing orders to avoid material shortfalls.
Translate specific material properties (i.e. tensile) into customer requirements for use of material.
Evaluate PICs to identify source item and alternative material (non-standard).
Apply melt capability, process steps within the melt shop, usage of each melt type in servicing accounts with an understanding of impact to product attributes and material applications
Develop and maintain trusted relationships with customers promoting added growth / market share to Carpenter.
Develop, maintain and grow network of relationships with internal departments to expeditiously solve a wide range of customer problems and issues encompassing logistics, planning, inventory, technical requirements, contract review, pricing, etc.
Supports the broader team in the development of a network to support their assigned accounts.
Identify and lead teams to improve performance, efficiencies, cost reduction, customer satisfaction with the intent to enhance and sustain Carpenter’s position with the account(s) with an understanding of the impact to other areas of the organization (i.e. Shipping, Planning, line-ups, etc.).
Provide departmental and cross functional training and lead customer focused improvement projects in support of total customer satisfaction.
Recognized throughout the organization as an expert in the department and the expert with their customer(s).
Act as a mentor/resource to peers by providing guidance in solving system, procedural, or customer related issues by applying their expertise and knowledge.
Provides day-to-day support to staff in absence of Supervisor.
Reviews activity reports and message queue on a daily basis and takes appropriate action.
Modify existing Data Warehouse reports and create the most complex reports to extract data.
Develop and maintain customer-specific account documentation.
Initiates proactive calls to new and existing accounts in support of selling and service strategies.
Responsible and accountable for knowing and adhering to all corporate, department, quality, and regulatory policies.
Perform all other duties and special projects as assigned.

Benefits

Carpenter Technology Company offers a competitive salary and a comprehensive benefits package including life, medical, dental, vision, flexible spending accounts, disability coverage, 401k with company contributions as well as many other options to employees.

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