Now Hiring - Customer Service Account Manager in Broken Arrow, OK

JOB SUMMARY:

Responsible for reviewing all requirements for each customer inside lead time insuring inventory coverage for each order. Responsible for communicating any potential risk to the customer and working with both the customer and the buyer/planner to identify options/solutions. Communicate statuses, changes and other relevant information related to customer accounts to the Territory Manager, Buyer/Planner, Demand Analyst, and Management Team as needed. Communicate customer needs in an effort to create visibility and influence service and performance measures in other functional areas of the business (i.e. Project Management, Warehouse, Supply Chain, IT, Sales, Credit).

RESPONSIBILITIES/ESSENTIAL FUNCTIONS:

1. Establish a partnership with the customer to maintain a close, ongoing positive relationship. Provide all customer follow-up requirements promptly by responding to the customer with a “sense of urgency”. Communicate customer information to other appropriate team member’s in a constant effort to meet and exceed the customer’s expectation. Utilize Customer Satisfaction Scorecard Results and other team member’s direction and input to implement improvements as needed to assist the customer and provide optimal service and satisfaction

2. Respond and follow-up to inquiries related to shipments, problem solving, pricing, and inventory availability with the customer. Coordinate with appropriate departments to address and resolve any issues as required.

Identify inventory shortages that are inside of lead time and could prohibit RLH from meeting requested delivery dates as requested by the customer. Work with the customer, buyer/planner, and the Supply Chain Specialist to determine root cause of shortage and identify options/solutions to provide to the customer. Identify opportunities to implement process changes to prevent such occurrences in the future.

3. Coordinate resolution and instruct disposition of quality issues, including instructions and paperwork to return parts or credit customers. Work directly with Quality Assurance, Buyer/Planners and Engineering to process item Material Reject Report (MRR) and Corrective Action Reports (CAR) so as to not interrupt or delay on time delivery of product to the customer. Timely follow through is required to insure customer satisfaction.

4. Assist and support Territory Managers in pursuit of sales and customer development. Advise Territory Managers of low margins and price increases from suppliers, and requote customer, if needed.

5. Perform related responsibilities as required or as needed.

DESIRED QUALIFICATIONS:

Knowledge and Skill

· Basic computer skills.

· Interpersonal and Communication Skills. Must possess exceptional communication and customer service skills, and be able to communicate well with others, internally and externally.

· Organizational Skills. Must be organized and detail-oriented. Must be able to multi-task to deliver multiple projects under increasingly compressed time lines where priorities may change frequently.

· Analytical Skills. Must possess aptitude for learning to analyze, prepare and review reports, prints, manufacturing capabilities and material options.

Education/Experience

· Bachelors Degree preferred

· 3 to 5 years of related experience

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Experience level:

• 3 years

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Travel requirement:

• No travel

Education:

• Bachelor's (Preferred)

Experience:

• customer service account manager: 3 years (Required)

Work Location: In person