Acts as a liaison between internal and external customers and advocates quality customer experience by leveraging on relationships, knowledge and experience.
Manages existing and new accounts relationships, promotes new products, communicates pricing information; responds promptly to requests; resolves complaints; and maintains quality service.
Handles all customer requests promptly managing customer orders from placement through shipment and billing.
Monitors backorders, reviews production, scheduling and inventory reports daily, and communicates in a timely manner with customers on backorder situations.
Advises management and outside sales of changes in lead time, or production problems that may impact customer service.
Completes Special Approval Request and Buying Agreements for deviated pricing as necessary.
Verifies price on orders taken to ensure billing accuracy to keep billing adjustments to a minimum.
Follows up proactively on quoted projects to assist in securing orders.
Customer account management experience preferably in a manufacturing environment
Knowledge, Skills & Abilities
Excellent telephone skills (primary liaison between customer and company)
Proficient use of data entry software, including experience with Enterprise Resource Planning (ERP) software.
Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Must be able to work well with many types of people. Ability to build rapport and establish successful relationships with internal and external customers
Education, Licenses & Certification
A four (4) year college degree preferred, or a minimum of four (4) years’ experience in customer account management preferably in a manufacturing environment
This position will provide back-up support for the Shingles and Underlayments Sales Division.