Customer Account Representative

Summary :

Assist customers with ordering information and configurations; evaluates customer needs and helps determine proper match with Arch Medical service offerings. Tracks each project from initial receipt of PO through OTD. Coordinates with customer and ARCH sales, production, quality and shipping to ensure project timelines are being met and provide necessary feedback. Process all contractual information into ARCH ERP.

Essential Duties and Responsibilities include the following. Other duties may be assigned :

• Performs essential elements of contract review processes and coordinates with others to ensure requirements are met.
• Acknowledges customer orders and follows up with customer if clarifications / corrections are necessary; ensures customers are apprised of job status and any issues impacting contract terms; verifies customer satisfaction and resolves any concerns.
• Acts as liaison with other departments in the organization to ensure customer satisfaction and coordinates activities with other functions (e.g., purchasing, production, engineering, and shipping).
• Reviews any questions or concerns with Senior Management; discusses any unique product configurations / problems with Customer Service, Engineering or Production as necessary.
• Provides briefings on sales activities, problems, etc., to Executive Staff as necessary or as requested.
• Interfaces closely with account management with respect to customer communication and other feedback pertaining to current projects / parts and the technical details.
• Interfaces with other individuals in the organization to obtain support and verify key elements of process changes.
• Deal directly with customers either by telephone, electronically or face to face.
• Respond promptly to customer inquiries.
• Handle and resolve customer complaints
• Obtain and evaluate all relevant information to handle product and service inquiries
• Provide pricing and delivery information
• Process orders, forms, applications, and requests
• Organize workflow to meet customer timeframes
• Direct requests and unresolved issues to the designated resource
• Manage customers' accounts
• Keep records of customer interactions and transactions
• Record details of inquiries, comments and complaints
• Record details of actions taken
• Prepare and distribute customer activity reports
• Adjusts complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation.

Competencies :

To perform the job successfully, an individual should demonstrate the following competencies :

Qualifications :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and / or Experience :

Language Skills :

Mathematical Skills :

Reasoning Ability :

Computer Skills :

Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is occasionally required to walk and sit

Work Environment :

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate

Wage Scale for this position is $20-28 per hour depending on experience.

ADDITIONAL NOTES

ARCH Global Precision is an Equal Opportunity Employee and wholeheartedly supports diversity in the workplace as a basic premise for business success. All employees of ARCH Global Precision are employed on an at-will basis.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.

Salary : $20 - $28