What are the responsibilities and job description for the Customer Service Account Manager position at Chase Staffing formerly Chase Professionals?
Our wonderful manufacturing client is looking for an experienced Account Manager
Must have 3 years of customer service experience from a manufacturing highly preferred, but will also possibly review from a distribution company
This role is not seeking someone from Call center, Retail, restaurant, or the medical field)
Monday-Friday 8am-430pm
Valid Driver's license and vehicle are required for this position
Drug test and background check required
Additional details below
Efficient and c ustomer-oriented processing of all orders of the assigned customers
Keep information accessible by sorting and filing documents (paper and digital)
Oversee and ensure delivery dates for customer orders and act pro-active in case delivery dates cannot be kept by internal and external communication and information ahead
Ensure customer delivery by selecting freight forwarders under aspects of reliability of delivery and expenses or follow instructions for freight handling received from customers
Ability to travel to customer sites (up to 10%)
KEY PERFORMANCE METRICS :
Track key account customer satisfaction and maintain scores above 80%
Respond to customer emails within 24 hrs (even if this is to let them know an answer will take longer)
Track open quotes, bid portals, and customer updates completed weekly for key accounts
Be proactive and make sure no one is waiting on you
Know what your open topics are, and proactively take care of expected requests
RESPONSIBILITIES AND AUTHORITIES :
Major Responsibilities
Proactive communication with customers at any time and for any topic
Create customer quotes acc. to supervisor instructions
Decide sourcing options for product procurement with supervisor guidance to meet overall strategy
Sales order entry within 1-2 business days after receipt (incl. conditions check and order approval from supervisor)
check with purchasing and production if material is on hand or when it would be available to confirm lead time
check customer information against internal to verify pricing
Issue order confirmation to customers after production date confirmation within 1-2 business days
Maintenance, editing and updating of customer portals and documentation
Maintenance, editing and updating of sales forecast
Maintenance, editing and updating of bid portals
Pre- / rescheduling of dates in cooperation with production planning
Editing of the shipping list / delivery date tracking and edit in system with updated delivery / confirmed delivery date
Enter new and maintain existing customers in ERP system
Regular meetings to discuss performance indicators and structure issues with office supervisor and / or sales manager
Issue invoices to customers based on shipping, file with sales order and forward to accounting to send to customers
Attend meetings with production planning and purchase department to discuss latest forecast to solve critical positions and proactive communication with customer about delivery schedule
Close cooperation with accounting (AR) to check new customers for conditions, etc. and clarify outstanding payments
Keep customer service handbook up to date all the time and maintain, edit and update if needed
Perform month-end process in sales order module in system in close cooperation with accounting
Ensure calls are answered in a professional and courteous manner and forward notes to colleagues to call back if calls missed
First point of contact for customers, specifically our top customers
Data entry for production ( parts usage, make to stock, etc. )
ESSENTIAL QUALIFICATIONS
Education
Preferably : Some College with some business / administration degree / certificate
Experience
Minimum : three (3) years of experience in working with key account “business to business” customers
Desired : experience working with global accounts
Skills
REQUIRED : EXCELLENT communication skills ( written and verbal )
Microsoft 365 Suite
Ability to work with an ERP System
REQUIRED : STRONG organizational skills (very detailed)
Ability to work with minimal supervision
Ability to work independent and in a team environment
Efficient and reliable work ethic
Highly motivated and dedicated
Negotiating with customers
Ability to lead customer meetings
This position is important to the overall effective operations of the organization and contributes to the overall achievement of the organization's established quality objectives. This job description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbent will follow any other instructions, and perform any other related duties as may be required by the supervisor.
CHASE provides Equal Employment Opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, status as disabled veteran, marital status or any other legally- protected characteristic in accordance with applicable laws. In addition, CHASE complies with applicable state and local laws governing nondiscrimination in employment in every location.
CHASE is committed to complying fully with the Americans with Disabilities Act (ADA) and ensuring equal opportunity in employment for qualified persons with disabilities
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