Service Account Manager

Alkegen•Buffalo, NY

About The Position

The Service Account Manager acts as the liaison between external customers, sales engineers, internal warehouses & manufacturing groups. The SAM is responsible for managing customer and distributor orders. The SAM will process new orders, monitor, and maintain existing orders, and general customer maintenance duties. The SAM must resolve problem areas expeditiously and is responsible for providing a prompt and professional level of customer service. The job requires tact, attention to detail, the ability to make quick decisions, and the talent to juggle multiple responsibilities.

Requirements

High School Diploma required.
A minimum of 2-5 years of customer service experience
Must have excellent organizational and communication skills and strong detail orientation
Capable of handling multiple priorities and adapting to change with ease
Willing to take on additional tasks and work effectively on a team
Proficiency in Microsoft Word and Excel required

Nice To Haves

Associate's or Bachelor's degree in relevant field preferred
Manufacturing company experience preferred
Preferred working knowledge of US trade compliance including import and export compliance, ITAR, NAFTA, Other free trade agreements, Made in the USA rules, Harmonized tariff rules
knowledge of Oracle preferred

Responsibilities

Receives and processes customer orders, inquiries covering items or products ordered.
Maintains an ongoing relationship with assigned customers and commercial partner.
Responsible for ensuring that the order has been entered correctly and that the customer has received acknowledgment with a realistic delivery date.
Provides standard pricing and quoting, product availability, and schedule information within established guidelines.
May be responsible for checking prices and validating configurations.
Serves as communication link between customers and commercial to assure responsiveness.
Tracks order activity and alerts appropriate stakeholders of any potential delivery problems.
Partners with Logistics to expedite delivery of selected orders.
Responsible for slotting order deliveries into the production schedule and communicating changes in demand or requested delivery dates.
Uses knowledge of products, product availability, sales territories, and individual customers to provide a key communications link to the customer.
Maintain a high level of customer service as reflected by a low number of customer complaints.
Work closely with Production Control, Purchasing, and Shipping to ensure our customers’ needs are being met.
Will need to have basic knowledge of export order processing including ocean and air export shipment regulations and familiarity with NAFTA and other free trade agreements.