Job Title: Senior Customer Care Account Manager II

FLSA: Exempt

Reports To: Customer Care Director

Job Category (EEO Description): Professionals

Job Code (EEO Code): 2

Job Family: Sales and Marketing

 

SUMMARY: Position requirements; customer relations, problem resolution, and time management.  Primarily responsible for providing effective customer account management service assigned accounts utilizing excellent, in-depth knowledge of current company products, processes, customer requirements. Embrace and execute the company core values, vision and goals.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:  Other duties will be assigned in a progressive manner.

Track inside projects as directed.

Manage and drive resolution customer related issues and programs.

Act as a liaison between the customer and Shaw Development team members in relation to existing accounts.

Prepare quotations for new and existing products.

Monitor, manage and actively work to improve the margins (profitability) of the items sold within your customer base.

Collaborate and support both internal and external customer requests for new opportunities related to new or existing business, current sales, processes, packaging, tooling etc.

Negotiate existing product pricing with assigned customer base.

Manage customer account balances, payment schedules, and resolve billing\shipping issues as relates to the customer order or customer account.

Support and manage customer driven initiatives and meet all assigned metrics.

Seek continual process improvements and seek resolution though process improvement projects.

Support outside Sales Representatives by creating engineering tasks for existing\new business requirements and driving resolution internally.

Initiate product engineering change notifications and communicate to customer base.

Manage customer inquiries on product performance.

Issue sales returns and manage to closure.

Facilitate and manage warranty related issues regarding warranty services, and ensure timely responses, repairs/replacements for customers.

Research and manage forecast data with Sales team.

Identify industry trends using analytical tools and customer trends.

Manage Navision customer profile, billing and shipping, pricing table, customer contacts and cross references.

Setup new customer accounts and provide credit applications.

Manage customer owned tooling.

Reconcile outside sales representatives commission statements.

Drive corrective action initiations and completions to customers.

Approve and understand outside sales representatives commission statements.

Understand and ensure organization abides by agreed upon account contracts.  Ability to understand, explain, and respond to account Terms and Conditions.

Support customer product inquiries and field trouble-shooting questions.

 


SUPERVISORY SKILLS: This position may have supervisory responsibilities, however all team members are expected to self-supervise to ensure the Companies Continual Improvement philosophy and Core Values are maintained.

 

ESSENTIAL SKILLS: Time Management: the ability to organize and manage multiple priorities. Excellent interpersonal and communication skills. Strong team player. Commitment to Company Values. Computer proficiency.

 

QUALITY RESPONSIBILITIES: In daily work, a team member is responsible to maintain or exceed the degree of excellence requested by the internal and external customers of this department. This includes following established policies, following ISO 9001 & 14001 policies, business practices, and work instructions, using problem solving techniques to solve root causes of problems, and viewing quality as customer satisfaction. Shaw Development expects all team members to take pride in their work, in our company and appearance.

 

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

CORE COMPETENCIES:  
Senior Customer Care Account Manager II

Strategic Skills

Problem Solving

Functional and Technical Skills

Perspective

Operating Skills

Time Management

Managing Through Systems

Developing Direct Reports and Others

Courage

Conflict Management

Sizing up People

Standing Alone

Organizational Positioning Skills

Comfort around higher management

Written communication` and presentation skills

Energy and Drive

Drive for results

Action Oriented

Perseverance

Customer Focus

Customer Relationship Management 

Negotiation & Closing Activities

Situational Awareness  

Emotional Intelligence (EQ)

Organization & Communication

Collaborative / Positive Change Agent

 

EDUCATION AND/OR EXPERIENCE: Experience in field/ related field, and/or a combination of education and experience.

 

CERTIFICATES, LICENSES, REGISTRATIONS: None required for this position.

 

LANGUAGE SKILLS: Ability to read, analyze, and interpret policies, documents and regulations in English. Write reports and business correspondence. Ability to effectively present information and respond to questions from managers, team members and clients.

 

REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

 

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the team member is regularly required to talk or hear. The team member frequently is required to walk and sit. The team member is occasionally required to stand; use hands to finger, handle, or feel; reach with hands and arms; and use hands to fingers to write, operate a computer keyboard, mouse and telephone keypad. The team member must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include vision, and distance vision.

 

WORK ENVIRONMENT: Promote a working environment that provides for a clean, orderly and safe facility for ALL team members so that we may perform, develop and exceed the contributor status. The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the team member is frequently exposed to moving mechanical parts. The team member is occasionally exposed to fumes or airborne particles. The noise level in the work environment is usually moderate.

 

Equal Opportunity Employer M/F/Disability/Veterans