Customer Account Rep

Position Summary

The Customer Account Representative will m anage a variety of customer accounts to deliver service and support by directly overseeing score cards, immediately responding to inquiries, collaborating internally to prepare and deliver quotations, and joining with the internal team to accurately forecast demand.   They will serve as the primary interface for a variety of customers, responsible for ensuring the most efficient and positive relationship, while enabling level-loading of production and expeditious resolution of customer assertions.   They will also work closely with key internal stakeholders and have a solid internal network relevant to the customers they support.

Essential Job Duties and Responsibilities

Look after different customer accounts across the business units, particularly those with Long Term Arrangement (LTA) contracts as well as some more bespoke customers.

Support the strategic managers working on new business due to their knowledge and understanding of the existing customer portfolio and may be required to support bid-related activities.

Prepare costing sheets (considering hours / materials) and produce quotes for internal sign off and has a responsibility for ensuring that the price is accurate for customer orders such as miscellaneous repairs or spares quotes, which may include orders of significant value.

Seek buy-in from various key internal stakeholders before responding to new customer requests and presenting information back to the customer.

Responsible for the flow of contract and commercial review process, working closely with colleagues internally.

Act as the voice of the customer and ensure timely resolution to all customer orders and enquiries.

Frequent dialog with internal customers who support with administration, as well as attendance at regular team meetings to provide updates on customer orders, status, escalations etc.

Support the production of the monthly and annual forecasts based on historical sales and customer trends; supporting forecasting and planning ahead.

Receive, review, and enter purchase orders into the enterprise resource planning (ERP) system and inform the internal team as required.

Responsible for ensuring the orders are accurate and internal stakeholders have provided agreements. Formally acknowledge the orders with the customer.

Ensuring the customers are responded to in a timely manner and are accountable for the communication both internally and externally.

Work closely with all internal functions, including : Trade Compliance, Finance etc. to ensure everything is place to enable us to deliver to the customer.

ble to escalate matters to senior leadership and use judgement as to when this appropriate.

Track and reconcile internal and external customer score cards, which includes verification of the metrics by which we are judged

Collaborate directly and attend meetings with the Finance function, including shared service teams, to manage and reduce accounts receivables; accountable for resolving disputes that impact cash collections.

Upon receipt of price inquiries on products, gather the information necessary to prepare a quotation, which includes pricing, production lead time, terms and conditions.

Deliver quotations to customers and coordinate with various functional leaders to ensure questions are answered until the order is received or the opportunity is closed as lost.

Monitor and actively manage customer portals to ensure prices, quantities, lead times and contract terms are acceptable in accordance with authority delegated by appropriate functional leaders (i.e., Finance, Commercial, and Operations)

Utilize business systems, including CRM, portal management and work flow tools, to expedite the process of receiving, reviewing, responding and booking orders

Resolve customer complaints, which may include warranty, delivery, or quantity disputes, and in the most beneficial manner for Axillon

Attend and actively participate in Daily Layered Accountability meetings; collaborate closely with Finance, Trade Compliance, Operations, Sales, Planning, and Procurement personnel to communicate changes to demand, assist with production forecasting and convey information to and from customers

Provide support and guidance to the level 1 customer account colleagues as required and delegate as required.

Travel and / or Driving Requirements

• Travel and Driving are not essential duties or functions of this job .   Occasional travel may be required to support initiatives or customer meetings.
• Travel up to           10 %

Required Skills

Skills, Knowledge and Abilities List

Awareness of the regulations pertaining to the products and customers for which the employee is responsible (i.e., FAR, DFARS, DEFCONS, GOVT ratings for orders, etc.)

Ability to understand and follow specific instructions and procedures.

Ability to gather data, to compile information, and prepare reports.

Good / Strong verbal and written communication skills.

Presentation and prioritization skills.

Excellent customer service orientation

Track record of building and maintaining customer / client relationships.

Well-organized, detail-oriented, and ability to multi-task.

Ability to work independently and prioritize duties with minimal supervision, in order to meet deadlines.

Ability to visualize and plan objectives and goals strategically.

Conflict management and decision-making skills.

Strong computer skills, including proficiency with Microsoft Word, Excel, PowerPoint, Access, Outlook, and web-browsers.

Knowledge of computerized information systems used in financial and / or accounting applications.

Required Experience

Minimum Qualifications The following are the minimum job-related qualifications which an individual needs in order to successfully perform the essential duties and responsibilities of the job

Education Level : Bachelor's Degree with at least two years of industry experience or High School Diploma / Higher Education Qualification with at least five years of relevant experience.

Field of Study / Area of Experience : Customer service, Microsoft Office Suite, ERP systems, Salesforce.com, Robot Morning / Demand Line, 2-4 years of experience in customer account management or similar

Core Competencies

Customer focus - building strong customer relationships and delivering customer-centric solutions

Collaborates - Building partnerships and working collaboratively with others to meet shared objectives

Situational adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations

Drives results - Consistently achieving results, even under tough circumstances

Leadership-type Competencies

Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems

Plans and aligns - Planning and prioritizing work to meet commitments aligned with organizational goals

Drives engagement - Creating a climate where people are motivated to do their best to help the organization achieve its objectives

Demonstrates self-awareness - Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses

Other Competencies

Tech savvy - Anticipating and adopting innovations in business-building digital and technology applications

Business insight - Applying knowledge of business and the marketplace to advance the organization's goals

Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences

Manages ambiguity - Operating effectively, even when things are not certain or the way forward is not clear

Office / Sedentary Requirements

Incumbent must be able to perform the essential functions of the job.   Work is performed primarily in an office environment. Typically requires the ability to sit for extended periods of time, ability to hear the telephone, ability to enter data on a computer and may also require the ability to lift up to 10 pounds.

Additional Information Regarding Job Duties and Job Descriptions

Job duties include additional responsibilities as assigned by one’s supervisor or other manager related to the position / department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. We reserve the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law.   We shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.

Skills, Knowledge and Abilities List

Awareness of the regulations pertaining to the products and customers for which the employee is responsible (i.e., FAR, DFARS, DEFCONS, GOVT ratings for orders, etc.)

Ability to understand and follow specific instructions and procedures.

Ability to gather data, to compile information, and prepare reports.

Good / Strong verbal and written communication skills.

Presentation and prioritization skills.

Excellent customer service orientation

Track record of building and maintaining customer / client relationships.

Well-organized, detail-oriented, and ability to multi-task.

Ability to work independently and prioritize duties with minimal supervision, in order to meet deadlines.

Ability to visualize and plan objectives and goals strategically.

Conflict management and decision-making skills.

Strong computer skills, including proficiency with Microsoft Word, Excel, PowerPoint, Access, Outlook, and web-browsers.

Knowledge of computerized information systems used in financial and / or accounting applications.