What are the responsibilities and job description for the Customer Service Account Manager position at Detector Electronics LLC?
Spectrum Safety Solutions:
With approximately 1,400 employees operating in more than 20 countries, Spectrum Safety Solutions is a global leader in fire detection and suppression solutions for high-hazard applications across verticals such as critical infrastructure, oil and gas, marine and clean energy. Our global team leverages strong customer relationships across four recognized brands, Det-Tronics, Marioff, Autronica, and Fireye, to deliver differentiated lifecycle solutions and advance growth across key segments. Carved out from Carrier’s Fire & Security business in July 2024, Spectrum Safety Solutions is now a privately-held company under the ownership of Sentinel Capital Partners.
Det-Tronics:
We make the world a better place to live! At Spectrum’s Det-Tronics, we build and maintain comfortable, accessible, efficient, healthy, safe, secure, and sustainable environments. Det-Tronics is a $180M technologically innovative, projects-based global brand protecting customers in many challenging environments with high end flame and gas detection products and systems. Det-Tronics is a part of Spectrum Safety Solutions and has a global footprint with manufacturing sites in the U.S. and sales presence in all key geographies.
About this role:
This role will have total responsibility to accurately manage the commercial side of domestic and international orders, both standard products as well as highly customized projects. This requires a clear understanding of the customer requirements, structure of the order as well as all commercial needs for prompt shipment or export. This position works directly with customers and the sales team on order issues and is responsible for problem analysis, communication and resolution.
Key Responsibilities:
Order management and prioritization-
- Maintain a comprehensive understanding of all pending and open orders within the assigned territory
- Align and prioritize material availability with customer request promptly and clearly communicating any deviations and resolution
- Co-ordinate with Production scheduler to prioritize, move or delay pending orders to customer need without disrupting order flow
- Co-ordinate with finance team to resolve credit and invoice issues.
- Co-ordinate with shipping team to ensure customer orders are shipped to customer requirements and needs.
- Communicate with customers to arrange and pull in orders that can be shipped earlier than originally promised
Customer Interface-
- Communicate regularly and professionally with all customers
- Provide accurate and timely updates to customer reports (as applicable)
- Provide updates on customer portals and sites as required
- Build rapport and relationships with primary customer contacts
- Co-ordinate with Project Mangers to maintain timely execution of custom orders
- Create a sense of team with assigned Regional Sales Managers
Process Focus-
- Review order status and ensure consistency and alignment to customer need
- Review and maintain all customer specific account data and ensure alignment in all business systems with agreements and approved customer requests.
- Monitor and ensure that orders are entered on time and accurately.
- Identify product issues, understand resolution timing and communicate the business message to customers
- Create documented standard work instructions for each customer account
- Perform other duties as assigned
Required Qualifications:
- Bachelor’s Degree in Business Administration, Marketing, Communications, Sales or related field.
- 2-5 years of customer service, preferably in a manufacturing environment
Preferred Qualifications:
- 2–5 years of relevant customer service experience
- Strong computer proficiency alongside excellent communication, organizational, and interpersonal skills
- Ability to remain calm and effective in a fast-paced, dynamic environment
- Proven ability to exercise sound judgment and prioritize effectively, distinguishing between urgent and important tasks, with a goal-oriented mindset
- Demonstrated ability to maintain focus and composure in high-pressure or chaotic situations while adhering to strict and consistent processes
- Excellent written and verbal communication skills, with a commitment to continuous improvement
- Capacity to perform under stress, meet deadlines, and collaborate respectfully with others
- Willingness to work overtime and occasional weekends as needed, with strong adherence to established procedures
- Bilingual Spanish speaker preferred
