Summary:
The Customer Account Manager (CAM) is responsible for serving as the primary customer contact and conducting day-to-day account management and order processing in support of their assigned accounts/territory. This includes inside sales activity such as quoting, order processing, and all aspects of the order management cycle. The CAM will communicate and coordinate cross-functionally with internal departments such as Purchasing, Finance, Compliance, and Shipping to resolve problems and ensure successful order fulfillment, compliance with Company process, and international laws and regulations. The CAM will deliver exceptional customer service through proper communication/application of customer requirements, timely communication of order status, and cross-functional internal coordination to ensure on-time delivery.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Primary customer contact for assigned accounts / territory
- Manage orders and resolution of any customer / sales order-related issues for assigned accounts / territory
- Manage the process of obtaining RFQs through to award-winning
- Manage all RFQ, tender, and quotation activities with consistent follow-up
- Prepare compliant bids by the customer due date
- Prepare responses to requests for proposals and bid materials
- Responsible for quoting any warranty issues for assigned accounts/territories
- Enter new customer and other sales data into the customer database
- Review and enter customer orders with a high level of complexity and volume, requiring decision-making and prioritization capabilities
- Analyze reports from ERP to identify potential issues in executing orders on time
- Train other team members in all aspects of the ERP system as related to performing all of the above requirements
- Coordinate cross-functionally with internal departments as necessary to ensure order fulfillment
- Interface with OEM Business Manager(s) regarding day-to-day activities as required to support customer quote activity
- Facilitate all purchase activity and coordinate with Buyer(s) to expedite the process
- Obtain credit reference information for new customers as applicable
- Coordinate payment transactions from customers
- Coordinate export compliance requirements for international shipments
- Investigate and facilitate resolution of customer problems with deliveries and/or discrepancies with purchase orders
- Participate in cross-functional teams to drive continuous process improvement
- Responsible for customer relationship management for assigned accounts/territory
- Maintain customer relationships to generate repeat business opportunities
- Understand the procurement system of assigned accounts /territory
- Manage sales pipeline and provide monthly updates to leadership
- Coordinate sales orders and related activities with the sales order flow process
- Ensure seamless execution of sales strategy
- Assist with the preparation of customer presentations
- Support preparation for customer visits and/or tradeshows
- Understand and perform functions in accordance with AS9120 and ISO9001 Standards
