Account Manager (Customer Service)

ESP International

The Account Manager(Customer Service) maximizes ESP International’s relationship with the Company’s Original Equipment Manufacturer (OEM) Customer Base. The Account Manager is the primary “face of ESP” with Buyers and Planners in regard to their daily needs.

Essential Duties and responsibilities

Exceeds Customer Expectations

  • Provides World Class Service by continuously interacting with OEM Customers by fulfillment of their daily business needs and achievement of on-time-delivery goals
  • Responds promptly to general inquiries into open orders, delivery schedules, and shipping information
  • Uses creativity, good business judgment, and interpersonal skills to proactively identify and successfully fulfill customer expedite needs and other schedule changes
  • Works closely with the Strategic Account Manager as well as Procurement to maintain appropriate inventory levels and avoid obsolete/dead inventory by monitoring non-stock inventory and expected customer activity levels
  • Enters customers’ orders as needed
  • Actively uses CRM to record noteworthy events as defined by Inside Sales expectations.

Maximizes Value Proposition for Customers and Company

  • Is the expert in servicing OEM Customers; uses that expertise to identify and champion improvements to minimize costs for customers and maximize profit for ESP
  • Partners with Strategic Account Managers and Business Development in communicating ESP’s differentiators and value proposition to customers
  • Responds to Requests for Quote (RFQ) and successfully manages quoting process to achieve both growth and more profitable sales. This includes preparing and analyzing quotes and timely follow-up.
  • Manages the timely and successful re-quoting of parts that have realized an annualized cost increase of up to $2,500.

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 and driving resolution of customer concerns and complaints

Maintains Professional & Technical Knowledge

  • Attends educational workshops and networking opportunities
  • Reviews professional publications

Contributes to Team & Company While Demonstrating ESP’s Core Values

  • Expertise
  • Service
  • Passion

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.


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: Ability to read and interpret complex documents such as financial statements, contracts, and procedure manuals. Possesses high level business writing skills. Ability to speak effectively before groups of customers or 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, creates accurate and punctual reports, delivers presentations, 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.


Job ID: 74845

Posted 28 days ago

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