Special Account Representative - Contingent Worker

Carpenter Technology Corporation•Vienna Center, OH

7d•Onsite

About The Position

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. Ownership and accountability for all the processes related to the daily activities of their assigned accounts. Evaluate reserved material to satisfy immediate customer needs & requirements through replenishment review. Independently manages demand changes and implement appropriate proactive steps to avoid material shortage in the future. Propose alternatives to and applies non-critical changes to masters and details after approval by Process Support. Evaluates PICS to identify source item and determine availability. 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. Identify and lead transactional improvement projects within customer service focusing on cost reduction, productivity improvement and customer satisfaction. Participate on cross departmental teams to improve performance, efficiencies, cost reduction, and/or customer satisfaction with the intent to enhance and sustain Carpenter’s position with their assigned accounts. Takes initiative to expand the depth of their knowledge through individualized training to meet specific customer needs or improve individual skill set. Reviews activity reports and message queue on a daily basis. Resolve errors independently, apply corrective action to all open orders and implement a permanent correction to avoid recurrence. Modify existing Data Warehouse reports and create standard 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. Act as a mentor/resource to peers by providing guidance in solving system, procedural, or customer related issues by applying their expertise and knowledge. 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 2-4 years of customer account management experience.
Ability to anticipate customer needs, assess requirements, and identify solutions.
Ability to manage demand changes and implement proactive steps.
Ability to develop, maintain, and grow network of relationships with internal departments.
Ability to identify and lead transactional improvement projects.
Ability to participate on cross departmental teams.
Ability to expand knowledge through individualized training.
Ability to resolve errors independently and apply corrective action.
Ability to modify existing Data Warehouse reports and create standard reports.
Ability to develop and maintain customer-specific account documentation.
Ability to initiate proactive calls to new and existing accounts.
Ability to act as a mentor/resource to peers.
Knowledge and adherence to all corporate, department, quality, and regulatory policies.

Nice To Haves

Two- or four-year undergraduate degree in business preferred.
Experience in a manufacturing setting preferred.

Responsibilities

Provide overall support and total account management for assigned accounts.
Anticipate customer needs, assess requirements, and identify solutions to issues involving scheduling/planning, inventory, pricing, forecast information, and specification interpretation.
Manage daily activities for assigned accounts, including evaluating reserved material for customer needs and managing demand changes.
Propose alternatives and apply non-critical changes to masters and details after approval.
Evaluate PICS to identify source items and determine availability.
Develop and maintain relationships with internal departments to resolve customer problems.
Identify and lead transactional improvement projects within customer service.
Participate on cross-departmental teams to improve performance, efficiencies, cost reduction, and customer satisfaction.
Expand knowledge through individualized training.
Review activity reports and message queues daily, resolve errors, and implement corrective actions.
Modify Data Warehouse reports and create standard reports.
Develop and maintain customer-specific account documentation.
Initiate proactive calls to new and existing accounts.
Act as a mentor/resource to peers.
Adhere to all corporate, department, quality, and regulatory policies.
Perform other duties and special projects as assigned.