Customer Account Representative/Project Manager

Company Overview

Stein Industries, Inc. is a private company with a rich history since 1907, specializing in the management of a diverse portfolio of manufacturing and distribution companies. Our commitment to building long-term relationships and our inclusive culture drive our success across global operations.

PRIMARY RESPONSIBILITIES:

The Account Representative is an experienced key, trusted, frontline contact for customers, sales representatives, and internal colleagues coordinating the sales cycle from quote inquiry to order fulfillment. The Customer Account Representative works closely with CS Manager, Sales Manager, and internal departments to exceed customer expectations and build long-lasting customer relationships. They are well versed in Airflo equipment and approach each interaction in a helpful manner, anticipating further questions and potential problems.

MAJOR RESPONSIBILITIES:

Customer Relationship Building:

· Build and maintain deep relationships with customers, sales reps, and internal team members.

· A trusted partner by customers by meeting commitments to customers.

· A customer advocate during difficult situations and knows how to fairly handle exceptions to processes and strikes a balance between customer and company when difficult situations arise.

· A customer advocate and makes recommendations when process gaps are identified.

· Understand customers’ corporate and store terrains and who the decision makers are in the organization. Able to use their network to manage most situations.

· Recognized by customers as the “go to” expert at Carlson AirFlo.

· Manage large installations for customers. Coordinate internal quoting, order entry, communication to supply chain on product availability, production, and shipping.

Order Processing:

· Enter orders at 99% accuracy.

· Receive and process orders from customers, sales reps, and distributors.

· Verify that purchase orders have complete data and part number and pricing matches.

· Confirm product availability with Materials and schedules to best match customer requests. Escalates when dates are not in line with what the customer is expecting when possible. Communicates dates proactively and offers available options when dates cannot be met.

· Request freight estimates and notes any special shipping requests on orders.

· Prepare proforma invoices and commercial invoices as needed.

· Keep the customer informed with accurate dates and tracking information.

· Manage specific information in D365 and customer portal to better manage orders.

Technical Skills:

· Ability to become an expert in all aspects of D365.

· Utilize QAD data to build historical data for strategic customers.

· Has a sense of incorrect product information and knows how to troubleshoot with other departments after confirming product info.

· Understand system transfers to other departments D365 – can pull any report and can sort data to get to an answer. (Example – orders/quotes by customers)

· Readily utilize SOPs for daily activities. May write SOPs and proof for accuracy.

· Customer portals: Enter billing, order confirmations, and tracking information as needed. Can troubleshoot portals as needed.

· Utilize Excel, product history and product knowledge to make informed decisions.

Problem Solving/Decision Making:

· Proactively recognize problems and resolve them prior to impacting the customer.

· Utilize data to look to overall problems that may impact more than the immediate customer issue.

· Work with other departments on complex issues.

· Craft difficult communication to customers.

· Is an independent problem solver. Needs no escalation or intervention when working through difficult customer situations.

· Know how to provide options, such as substitutions, to customers.

· Craft difficult messages with options for customers.

Internal Relationships:

· Back up others on all processes for teammates by utilizing standard operating procedures.

· Is seen as a partner with the sales team and can make product/process recommendations.

· Understand other department roles and know who to go to for assistance or action to be taken.

KEY BEHAVIORS AND EXPECTATIONS:

· Customer Focus Understands the needs of our customers and how to make them consistently satisfied; Looks to bring new ideas, products and always provides solutions to customer problems; Responds quickly to customer requests and addresses inquiries with urgency; Delivers high quality work product on time every time without exception.

· Problem Solving & Decision Making Analyzes issues to get to root cause and breaks down a problem into areas for resolution; Generates alternative solutions; Makes fact-based decisions in a timely manner and communicates to all stakeholders.

· Communication / Interpersonal Skills Clear communications; Professional in interactions; Listens wells, is respectful of others and can adapt well to changing circumstances; Keeps supervisor and direct reports informed of key issues and relevant decisions.

· Positive Energy Makes the workplace enjoyable and a place that others want to be a part of; Creates supportive and welcoming environment and is approachable to others; Assumes positive intent of others when approaching questions or conflict resolution.

· Leadership & Talent Development Provides clarity of vision, strategy, and sets priorities for execution; Possesses business acumen, strategic thinking, and financial understanding; Conveys enthusiasm and consistently develops talent for the future.

QUALIFICATIONS:

· 3 years of Customer Service/Project Manager experience in a manufacturing or printing environment.

· Enthusiastic customer service attitude with unwavering commitment to the customer, team, and company.

· Superior communication skills, both verbal and written.

· High level of problem solving, prioritization, and decision making is needed.

· Attention to detail.

· Excels in collaborative work environment with excellent interpersonal skills.

· Working knowledge of Microsoft Office Suite including Outlook, Word, and Excel.

· Experience with ERP systems preferred.

· Basic math skills

· High school diploma or GED required.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

While performing the duties of this job, the employee is frequently required to sit, talk, hear and use hands and fingers to handle, touch or manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stop, bend or reach above the shoulders. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to focus.

WORK ENVIRIONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

This position is an office-based position. This position will occasionally need to be in a manufacturing and warehouse environment which may cause them to work near moving mechanical parts. The noise level in the work environment is usually moderate.

This job description is intended to provide guidelines for job expectations and the employee’s ability to perform in the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities and additional functions and requirements may be assigned by supervisors as deemed appropriate.

Nothing in this job description restricts the Company’s right to assign or reassign duties and responsibilities to this job at any time. Employment is at-will, and nothing contained in this job description is intended to create or imply a contractual relationship or alter the at-will status of the employee. The employee will also be required to follow all company policies and procedures.

Job Type: Full-time

Pay: From $52,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Compensation Package:

• Bonus opportunities

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekends as needed

Work Location: Hybrid remote in Brooklyn Park, MN 55428

Salary : $52,000