Now Hiring - Account Manager in Milford, NH

Marmon Utility LLC

Marmon Utility LLC, an operating unit of The Marmon Group - part of Berkshire Hathaway Inc., is a manufacturer of medium and high voltage underground cable from 5KV through 138kV, subsea cable, aerial cable systems, and molded polyethylene insulators. Marmon Utility LLC has more than 200 years of experience in the design, engineering, installation, and service of electric cable, cable systems and polymer insulators. .

The Account Manager will interact with customers to provide and process information in response to inquiries, concerns and requests about products and services. The Account Manager will be responsible for providing pricing, proposals, product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

Responsibilities

• Quote prices, prepare proposal and provide information regarding terms of sales and delivery dates
• Answering queries and concerns about a company's products or services.
• Process new and open customer orders/backorders for shipment, and internal orders, Point-of-Sale/drop-ship orders to customers.
• Determine shipment dates by customer requirements, order size, etc.
• Respond to phone/email/fax inquiries from customers/internal teams on a timely basis regarding inventory availability, pricing, order status, sales terms, promotions, shipment/delivery dates, etc. with high level of organization and professionalism.
• Manage assigned customer accounts per instructions (particularly scheduled shipments) and update as needed on customer service network drive.
• Enter and maintain customer orders via BOE Daily EDI Program, Excel, mail, phone and fax.
• Coordinate shipping priorities and resolve shipping discrepancies with customers, sales, distribution, and other departments to ensure orders are shipped to per specifications.
• Run various ERP/CRM queries, including daily reports for sales/inventory teams, customers, quality hold orders to verify/release quantities, zero-shipped Factory-Direct orders
• Provide return authorization and reshipments of products when required.
• Solve challenging customer issues using creative solutions to find root causes and a high degree of tact/judgment to ensure a positive result and ensuring decisions are within company policy/procedure.
• Seek support from Inside Sales Manager on escalated customer issues, problems and barriers.
• Provide “soft” technical assistance to customers such as interchanging of part numbers or specific applications using talking pictures.
• Refer customers to Product Management or Applications Engineering for highly technical questions.
• Assist with the management of other accounts and support Account Management staff as needed when absences exist within department.
• Direct non-customer service inquiries to appropriate department/person
• Maintain high level of confidentiality on customer account costing and pricing information.
• Submit credit requests and facilitate in expediting releases of orders with advanced credit approval.
• Submit call reports for adjustments to achieve resolution of order issues and assist with credit issuance.
• Manage quality control (QC) and on-hold procedures for order issues.
• Assist sales personnel with RMAs to determine if product is returnable. Facilitate the product return through outside vendor services and internal departments.
• Work effectively with other departments when assistance is needed on new system changes, process implementations, etc.
• Provide recommendations on continuous improvement initiatives and participate in preparing data for changes/updates to processes/procedures.
• Actively participate in weekly or semi-monthly departmental meetings or trainings.

Qualifications

Required

• Professional, creative, and dynamic presence and ability to communicate with people at all levels
• High school diploma, general education degree, or equivalent with 3+ years of proven customer support experience or experience as a Client Service Representative
• Excellent time management skills, ability to prioritize and multi-task
• Knowledge of relevant computer applications
• Familiarity with CRM systems and practices is a plus.
• Customer orientation and ability to adapt/respond to diverse types of characters
• Excellent written and verbal skills at technical and professional levels

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class.

Job Type: Full-time

Pay: $60,000.00 - $650,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Tuition reimbursement
• Vision insurance

Experience level:

• 4 years

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Milford, NH 03055: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person