Customer Service (Account Manager)

ESP International

JOB PURPOSE:

The Customer Service (Account Manager) maximizes ESP International’s relationship with the Company’s Quick Parts Division Customer Base.  The AM is the primary point of contact with customers in regards to their daily order fulfillment needs. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Exceeds Customer Expectations
•    Provides World Class Service by continuously interacting with RBU Customers in regard to the fulfillment of their daily order needs and achievement of on-time-delivery goals
•    Responds promptly to general written inquiries into open orders, delivery schedules, and shipping information
•    Works with other QPD team members to proactively identify and successfully fulfill customer expedite needs and other schedule changes
•    Enters QPD customer orders (including sending acknowledgements), performs customer/item setups, as needed
•    Proactively manages part margins at the time of order entry.  Works with customers regarding price changes/revisons to meet QPD margin goals
•    Places and manages supplier purchase orders related to QPD product as needed.  Handles associated supplier activity (acknowledgements, etc.) and communicates with suppliers to meet QPD On-Time goals and expectations
•    Assists Technical Sales Engineer and Quoting Specialist with administrative and clerical functions related to Quoting, as needed
•    Actively uses CRM to record noteworthy events as defined by ESP International expectations

Maintains Quality Standards
•    Embraces the Quality Management System in all activities
•    Applies internal quality policies and procedures in support of Company’s mission and customer standards
•    Assists in documenting customer concerns and complaints through ESP’s CAPA system (Entry of CAPA events and RGA authorization for customers)

To perform this job successfully, an individual must be able to accomplish each essential job function 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.

In the performance of their respective tasks and duties, all employees are expected to meet the following:
•    Perform quality work within deadlines with or without supervision.
•    Interact professionally with other employees, customers and suppliers
•    Work effectively as a team contributor on all assignments.
•    Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.
•    Deliver great customer service to both internal and external customers.
•    Demonstrate the Core Values; Expertise, Service and Passion.

QUALIFICATIONS:

Education, Licenses/Certifications and Work Experience
Associate’s degree from college or technical school and two years of related experience and/or training; or equivalent combination of education and experience.  Familiarity with pressure situations and how to handle them in a professional business manner also required.  
Job Skills, Knowledge, and Abilities
•    Language Skills: Possesses high level business writing skills (Proficient w/written English).  Ability to speak effectively with associates of ESP. 
•    Quantitative Skills: Ability to work with mathematical concepts such as probability and statistics. Ability to apply concepts such as fractions, percentages, ratios, graphs, and proportions to practical situations. 
•    Critical Thinking: Able to display high level reasoning skills in order to solve multiple, complex situations.
•    Technical Skills: Advanced Computer Skills. Proficient in Microsoft Outlook, Word, Excel, and PowerPoint and Database systems.
•    Other Critical Competencies:
•    Communication:  Communicates well both verbally and in writing, shares information and ideas with others, has good listening skills.
•    Customer Service: Handles customer questions and complaints, communicates with customers, handles service problems politely and efficiently, always available for customers, follows procedure to solve customer problems, understands company products and services, maintains pleasant and professional image.
•    Dependability: Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, meets attendance/punctuality requirements.
•    Problem Solving/Analysis: Breaks down problems into smaller components, understands underlying issues, can simplify and process complex issues, understands the difference between critical details and unimportant facts.
•    Sense of Urgency: Prioritizes well. Shows energy. Reacts to opportunities. Instills urgency in others. Meets deadlines. Stays focused under pressure.

WORKING CONDITIONS:

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with abilities to perform the essential functions. 

While performing the duties of this job, the associate is regularly required to sit, talk or hear, and view a computer monitor or video display. The associate frequently is required to use hands and/or fingers to type, handle, or feel. The associate is occasionally required to stand, walk, and reach with hands and arms.  Associate may be required to travel long distances with overnight stays.

DISCLAIMER:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Job ID: 71850

Posted 20 days ago

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