Account Manager in Exton, Pennsylvania at Ster Seating

Summary:

The Account Manager is responsible for acting as the primary interface between STER Seating and the customer, and will service customers by providing product information, resolving product and service problems and processing customer orders for full sets, part kits, or individual parts through the system. This position is an integral part of improving our position in the industry. This position is also responsible for managing specific customer projects, as required. This will be accomplished through external interface with the customer and internal interface with procurement, engineering, and operations departments.

Responsibilities:

As an Account Manager you will:

· Maintain superior customer service standards for Original Equipment Manufacturer (OEM) and End Users of products.

· Manage pricing matrix, forecast, lead time, and help organize inventory reduction plans and strategies.

· Review requests for quotes, create quotes, and enter customer orders.

· Schedule orders to meet customer requirements while managing internal requirements through planning detail review, current demand evaluation, and business process and product knowledge.

· Make informed decisions on the next course of action for short lead time orders, expedited orders and special product requests.

· Determine delivery dates while remaining attentive to the impact of that decision will have on other customer orders, production and corporate metrics.

· Establish return material authorizations based on customer information & trained product knowledge while maintaining corporate guidelines.

· Internally, manage the customer relationship and expectations.

· Liaison for customer, engineering, purchasing, production, and finance departments and initiating departmental interaction as needed.

· Manage time and resources effectively to meet Ster Seating’s business objectives including completing projects on time.

· Jump as the opportunity to collaborate with peers on all activities required to successfully complete end user projects.

· Follow up on product delivery through to project completion, meeting customer and company agreed upon delivery dates.

· Evaluate and resolve customer issues related to products, shipping, warranty, or payment.

· Provide feedback to Ster Seating on customer and product issues.

· Perform other duties as required to support the organization’s goals.

Required and desired skills:

· Combination of education and experience:

o Associate’s degree or higher in Business, Technology, or Engineering or

o 3-5 years Customer Service experience, including retail, call center, other customer facing interactions or

o Experience in Account Management / Manufacturing environment.

o Experience in a ticketed work assignment environment is desirable.

· Proficiency in current computer software: Microsoft Office (Word, Outlook, ) is required.

· Experience with Enterprise Resource Planning (ERP) is desirable.

· Excellent communication skills, written and oral, including the ability to address situations with tack and diplomacy, are a must. Candidates must be able to resolve conflicts while also developing trusting relationships with customers, both internal and external.

· Demonstrated ability to manage multiple diverse projects at one time that include the use of analytical thinking, planning, prioritizing, problem solving, decision-making, while carrying out assigned tasks.

· While this is not a Sales or Project Management role directly, those skills would be useful in this role.

Other required skills:

· Ability to handle sensitive and confidential information with discretion.

· Strong work ethic - Ability to work independently with little supervision.

· Resilient - Ability to learn new things and respond and adapt to change quickly and favorably.

· Ability to follow instructions and directions in English.

· Capable of light lifting of component parts and prototype assemblies when necessary.

· Able to follow verbal and written instructions, directions and other communication in English (Bilingual French or Spanish is a plus.).

· Safety is at the forefront of your mind when you are working, and you gladly follow all safety policies to promote a safe working environment at STER Seating.

· You bring with you a positive attitude and the ability to work in a team environment.

· Help STER Seating operate effectively by adhering to attendance and punctuality standards.