The posting
Job Description
HWI has a fantastic opportunity to join our Customer Service Team as a Customer Account Manager.
Summary
The Customer Account Manager (CAM) is the champion of the customer experience. They will manage the entire customer relationship including: Facilitate the building and maintaining of the customer master file information, interacting with credit team to define credit terms, the facilitation of the quoting process, receiving orders, facilitation of the Technical Process as entering and maintenance of orders, use of material search tool, using CRM Tool to maintain customer interactions & information, monitoring order status, expediting orders as necessary, and providing order status updates to the customers. The CAM will own all JIT Supply Chain programs for their customers. The CAM will act as Inside Sales to follow-up on quotations and perform cold calling to existing customers. The CAM will partner with Sales and Supply Planning to make forecast based adjustments to the Re-order point levers. The CAM will work with our Quality Team to resolve disputes and complaints.
Responsibilities
Manage the Customer Relationship:
Facilitate the building and maintaining of the customer master file information in our system
Interacting with our credit team to define credit terms
The facilitation of the quoting process
Receiving orders
Facilitation of the Technical Process including the building & maintenance of items
Entering and maintenance of orders
The use of the material search tool
Using the CRM Tool as the single repository for maintaining customer interactions & information
Monitoring order status
Expediting orders as necessary
Providing order status updates to the customers.
Will “own” any & all JIT Supply Chain programs for their customers
Partner with the Commercial Team, Product Management, and Supply Planning on the quotation process & commercial opportunities
Acting as an Inside Sale’s person to routinely follow-up on quotations and perform a level of cold calling existing customers to perform check-ins on their business
Partner with Programs Managers on new program/major project opportunities.
Partner with the Sales Team, the Customers directly, and the Demand Planning Team on the forecasting process, as necessary
Where there are Re-order Point (ROP) Programs for make-to-stock items in place, the CAM will partner with Sales and Supply Planning to make forecast based adjustments to the ROP levers
Partner with Supply Planning and Plant Scheduling personnel on material availability, lead-times, order status, and expediting requests as necessary
Act as the point person to facilitate the resolution of disputes and customer complaints.
Monitoring and maintaining accuracy of critical system parameters-dates to ensure the accuracy of delivery metrics
Requirements
BA/BS degree preferred or equivalent practical experience
Requires computer operation skills including, proficiency in Microsoft Office Suite and Oracle ERP.
Exceptional customer service, interpersonal, communication and problem-solving skills and the ability to work effectively in a team environment
Excellent organization skills with accurate and precise attention to detail
Ability to multitask, prioritize and work independently
Ability to handle stressful situations in a professional manner
The Customer Account Manager requires 5+ years of customer service or supply chain experience in manufacturing.
Physical and Environmental Requirements
Physical Activity: Requires 1/3 to 2/3 of the time sitting and less than 1/3 of the time standing, walking, using hands and fingers, reaching, and speaking/hearing.
Lifting: Requires lifting up to 25 pounds less than 1/3 of time.
Vision: Requires accurate close and distance vision.
Environment: Requires more than 2/3 of the time working in an office setting with very limited exposure.
Noise: Requires exposure to moderate noise.
