Customer Account Manager

SCHEDULE:

• Days, Monday through Friday.
• After hours: Must be available as needed to take occasional calls after hours to address matters related to plant downtimes and carrier issues.

TRAVEL:

• Must be available for up to one or two business trips per quarter for customer meetings or trade shows.
• Optional International travel. 

BENEFITS:

• We are delighted to offer a comprehensive benefits package that encompasses Medical, Dental, Vision, Disability, Life Insurance, Flexible Spending Accounts, Supplemental Insurance, Vacation, Holiday Pay, Personal Time Off (PTO), and a 401(k) plan with a company match. Eligibility and waiting periods may apply.

POSITION SUMMARY:

The role of Customer Account Manager plays a vital part in delivering exceptional customer service and collaborating with our logistics team. In this dynamic position, you will engage with customers, addressing their orders, inquiries, and concerns about our products and services. Your proactive approach will ensure a strong customer focus, fostering timely, accurate, and relevant communication. Furthermore, you will skillfully coordinate interactions with key team members involved in production planning, inventory control, quality assurance, and shipping, ultimately contributing to our shared success in serving our valued customers.

ESSENTIAL FUNCTIONS, DUTIES AND PERFORMANCE RESPONSIBILITIES:

• Responsible for the performance and development of the Sales Support Management team.
• Helps to strengthen customer loyalty through qualitative and quantitative analysis of performance by account.
• Improves internal systems to increase customer responsiveness and organizational flexibility.
• Participates in the annual planning process to ensure that the most important customer requirements are being met.
• Acts as the primary contact on assigned accounts.
• Processes purchase orders, order confirmations and verifies the status of orders and projections by customer. Maintains sales projection worksheets.
• Fulfills customer product documentation requests: certificates of conformance, product information, international documents, etc., confirming all documentation is accurate and complete.
• Manages customer requests by first fully understanding them and then serves as the primary interface between internal functional areas and external sales/customers, working to find solutions that are acceptable to both Idaho Milk Products and the customer.
• Directly addresses customer complaints in areas such as, documentation, import/export, etc., and works closely with the QA Department to address and respond to quality complaints.
• Manages the sales and/or coverage of sales of non-conforming product.
• Ensures export compliance activities are in place by ensuring at least one Sales Support Manager has and maintains CUSECO certification.
• Manages the Sales Support Management team’s attendance and oversight of the regional tradeshows.
• Builds strong long-term internal and external relationships through clear communications, collaborative efforts and use of a pleasant, direct style.
• Uses database information as needed in the performance of daily activities and to generate key performance indicator measurements and business updates for sales visits; prepares annual or semiannual customer reports for communication of KPI’s.
• Performs routine evaluations of performance against established key performance indicators and departmental goals. Provides this information to sales for customer visits and also uses this information to improve customer service management and customer focus.
• Maintains a count of orders against supply agreement commitments.
• Enters order into inventory management system, DSI.
• Communicates with customer on payment for orders to support the Finance Department.
• Reconciliation of goods availability and delivery dates by working with logistics.
• Active follow-up of visits and promotions in coordination with Sales Manager.
• Help with travel arrangements.
• Completion and dispatch of advertising and brochure material to customers/representatives.
• Entering Enters sample shipping shipment orders and performs subsequent follow-up.
• Processing Processes the internal disclosure of customer questionnaires and customer specifications according to the specified procedure.
• Maintains administration of responsible accounts in the Customer-Relationship-Management-System.
• Attends and exhibits Exhibiting knowledge and product expertise at trade shows/fairs.
• Completes other duties and projects as assigned.
• Responsible and maintains KPI’s for monthly reporting.
• Participate and present bi-weekly meetings regarding sales and logistics. 

POSITION SPECIFICATIONS/QUALIFICATIONS:

Required Education, Experience and Knowledge:

• High school diploma/GED or equivalent work experience.
• 1-3 years of experience working with external customers.
• 1 or more years’ experience in Production Planning, Logistics or Customer Service areas
• Knowledgeable and skilled on the principles and processes for providing customer service. This includes understanding customers’ needs, meeting quality standards for services and customer satisfaction, and an understanding on when to ask ones’ manager for support.

Preferred Education, Experience and Knowledge:

• Bachelor’s Degree in Dairy Science, Food Science, Business, or English.
• 3-5 years of dairy industry experience
• Knowledgeable in food production processes and products i.e., specifications, packaging, functionality, and nutritional attributes.    
• International customer service business experience.

Knowledge and Skills:

• Demonstrated ability to write and speak clearly, excellent verbal and written communication skills.
• Effectively interacts with individuals, international customers, and organizations.
• Accuracy and attention to details in daily activities.
• Strong technical skills: proficient in Excel, Word, Outlook, and databases.
• Highly organized, with the ability to adapt quickly to changing priorities.
• Motivated self-starter, able to handle multiple tasks simultaneously.
• Good interpersonal skills.
• Effective prioritizing and time management skills.
• Must possess the ability and personality to work well within a team environment.

Working Conditions:

• Must possess a valid state driver’s license, proof of liability insurance, and maintain an acceptable Department of Motor Vehicle record, in accordance with company insurance requirements.
• Drive: Ability to drive from one location to another throughout work week.

To apply for this position please visit our website at www.idahomilkproducts.com