The Customer Account Rep is the first point of contact for many customers. The Customer Account Rep will deliver world-class service and support to the business by responding to customer enquiries, updating the business systems, prepare and deliver quotations, and joining with the planning team to accurately forecast demand. The Customer Account Rep will serve as the primary interface responsible for ensuring the most efficient and positive relationship with customers, while enabling level-loading of production and expeditious resolution of customer assertions.
Main Duties
- Receives, reviews, and enters purchase orders into the enterprise resource planning (ERP) system.
- Raise quotes and customer documentation, prioritizing workload to ensure the customer receives an excellent service at all times.
- Respond to various customer emails and phone calls to manage their orders and enquiries; the Customer Account Representative will serve as the primary point of contact by customers' buyers and supply chain personnel.
- Coordinate site visits to our facilities and set-up customer meetings as required.
- Refer any pricing queries to the Senior Customer Account Representative and/or the Commercial functions to ensure accurate pricing is applied.
- Track and reconcile internal and external customer score cards, which includes verification of the metrics by which we are judged.
- Gathers information from Finance, Procurement, Demand Planning and Manufacturing departments in order to produce accurate costing sheets.
- Use SAP product recognition to identify runner/repeater parts and what can be sold to the customer, as well as checking lead times.
- Deliver quotations to customers and coordinate with various functional leaders to ensure questions are answered until the order is received or the opportunity is closed as lost
- Monitor and actively manage customer portals to ensure prices, quantities, lead times and contract terms are acceptable in accordance with authority delegated by appropriate functional leaders (i.e., Finance, Commercial, and Operations)
- Utilize business systems, including CRM, portal management and work flow tools, to expedite the process of receiving, reviewing, responding and booking orders
- Resolve customer complaints, which may include warranty, delivery, or quantity disputes, at the lowest level and in the most beneficial manner
Skills and Knowledge
- 1-2 years of relevant industry experience – manufacturing including automotive, aerospace, aviation, medical etc
- Ability to understand and follow specific instructions and procedures
- Ability to gather data, to compile information, and prepare reports
- Strong verbal and written communication skills
- Excellent customer service orientation
- Strong computer skills, including proficiency with Microsoft Word, Excel, PowerPoint, Access, Outlook
- Knowledge of SAP desirable