Manager, Service Account Management
SERVICE ACCOUNT MANAGER
Department: Customer Service
Reports To: Manager, Service Account Management
FLSA Status: Salaried Exempt
Revised: March, 2022
The Service Account Manager acts as the primary point of contact within the Customer Services team for handling assigned accounts including managing customer requests and issues related to commercial issue and order fulfillment. The Service Account Manager interacts with all areas of the company including Sales, Product Management, Planning and Plant Management to champion the customer demand while meeting internal company financial and operations targets.
ESSENTIAL JOB FUNCTIONS
CUSTOMER RELATIONSHIP MANAGEMENT, including:
Act as primary services contact for assigned accounts.
Maintain customer relations via telecommunications and in person visits with a goal of building the customer rapport necessary to grow the business.
Exhibit proactive approach to customer service by following up on customer requests in a timely manner.
SALES SUPPORT, including
Maintain and track unit sales history and predict future demand using statistical models.
Input and monitor forecast information through the utilization of customer forecasts and the input provided by the Sales team and customers.
Communicate demand trends to the customer to align their expectations with our internal business and manufacturing plans.
Support business negotiations for contracts and agreements to maximize profits.
Deliver client-focused solutions based on customer needs.
Provide new program information from customers to program managers for timely quote turnaround.
Create and provide information necessary for various departments relative to developing weekly, monthly and yearly reports to include in the budget process.
Analyze and create reports utilizing information and data provided by Sales and Operations.
Update and maintain customer information in ERP and CRM systems to facilitate forecasting and planning.
Coordinate Supplier Change Requests internally and with customers.
Provide administration support to CS team including order processing, as needed
DELIVERY SUPPORT, including
Support inventory management with a focus on profit and loss.
Track order intake over a rolling time window, providing required manufacturing build plans to the production control group.
Initiate\communicate with both HQ and plant management as required to achieve financial targets as outlined within the build/sales plan.
Continually strive towards 100% On Time Delivery by tracking delivery performance for all customers and initiating changes as required to meet OTD target.
Support quality planners within customer focus teams to achieve 100% quality ratings with all customers.
JOB REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
Customer-Oriented - To perform this job successfully, an individual must be professional, proactive and positive, with internal and external customers and coworkers.
Strong Communicator - Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from customers, suppliers and all levels of internal audiences. Strong verbal, written and presentation skills.
Planning/Organizing – Prioritizes and plans work activities. Uses time efficiently. Sets goals and objectives and develops realistic action plans. Works well under pressure and remains flexible to changing schedules and demands. Ability to maintain confidentiality.
Technical Skills – Proficient in the following:
o Working knowledge of personal computer, keyboard, and various software programs
o MS Office products - Word, Excel, PowerPoint
o ERP system working knowledge
o CRM system working knowledge a plus
o Knowledge of blueprint reading and geometric tolerancing a plus
Travel – Requires the ability to travel up to 20% within the United States and abroad.
REQUIRED EDUCATION AND EXPERIENCE
At least 8-10+ years related experience and/or training.
Bachelor’s degree (B.A.) from four-year college or university or equivalent combination of education and experience.
DISCLAIMER REGARDING THIS JOB DESCRIPTION – Tecomet has determined that the requirements, skills, and abilities included in this job description are the minimal standards required to successfully perform this job. The duties, responsibilities, and requirements in this job description should never be considered to be all inclusive. Additional duties may be assigned by supervisors at any time, as the Company’s needs require. In accordance with Americans with Disabilities Act, it is possible that the essential functions of this job may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others, or which impose undue hardships on Tecomet.
THIS JOB DESCRIPTION DOES NOT CREATE A CONTRACT BETWEEN YOU AND TECOMET – This job description does not create a contract of employment. Tecomet is an at-will employer and reserves the right to terminate any employee for any reason not prohibited by law.