Customer Account Manager (Manufacturing)
Key Duties and Responsibilities:
- Daily communication with customers and associated sales personnel on order management topics.
- Management of customer orders from receipt of customer order to receipt of product at the
- Activities include contract review, order entry, order edit, order maintenance, order
- Provide direct line and ACD line support for all incoming service-related phone calls
- Demonstrate an understanding of ORBIS products and product application
- Support the execution and continuous improvement of the quality policy
- Resolve any issues that arise, including identifying root cause, determining options, and negotiating with the plant and customer
- Navigate between multiple systems, including SAP, SharePoint, Salesforce, and Teams
- Support sales personnel with quoting, purchase order changes, and customer inquiries as needed
- Support team as back-up coverage
- Other duties as assigned
Education/Certification
Level Required
High School Diploma
Level Desired
Bachelor's Degree
Description
Relevant work experience may be considered in lieu of education requirement.
Work Experience
Required
3-5 years Customer Support experience
Desired
5-10 years of similar customer support experience within an ISO Certified manufacturing environment. Prior ERP System experience
Additional Knowledge, Skills, and Abilities
- Strong communication (verbal and written) skills and collaboration in a team environment
- Ability to multi-task in a high paced environment, while maintaining attention to detail
- Knowledge of and ability to implement effective strategies and activities that promote long-term customer loyalty
- Knowledge of the major responsibilities, accountabilities, and organization of the customer support function or department
- Familiarity with organization's policies, standards, and procedures guiding customer interactions, while using strong problem-solving skills
- Knowledge of practices, tools, and techniques for communicating with a customer
- Knowledge of and ability to apply the processes, activities, and tools needed to ensure strong customer satisfaction
- Ability to lead by example
