Customer Account Manager

Location: Pittsburgh, PA, United States; Remote

HWI has a fantastic opportunity to join our Customer Service Team as a Customer Account Manager.

 

Summary

The Customer Account Manager (CAM) is the champion of the customer experience. They will manage the entire customer relationship including: Facilitate the building and maintaining of the customer master file information, interacting with credit team to define credit terms, the facilitation of the quoting process, receiving orders, facilitation of the Technical Process as entering and maintenance of orders, use of material search tool, using CRM Tool to maintain customer interactions & information, monitoring order status, expediting orders as necessary, and providing order status updates to the customers. The CAM will own all JIT Supply Chain programs for their customers. The CAM will act as Inside Sales to follow-up on quotations and perform cold calling to existing customers. The CAM will partner with Sales and Supply Planning to make forecast based adjustments to the Re-order point levers. The CAM will work with our Quality Team to resolve disputes and complaints. 

 

Responsibilities

Manage the Customer Relationship:

Facilitate the building and maintaining of the customer master file information in our system

Interacting with our credit team to define credit terms

The facilitation of the quoting process

Receiving orders

Facilitation of the Technical Process including the building & maintenance of items

Entering and maintenance of orders

The use of the material search tool

Using the CRM Tool as the single repository for maintaining customer interactions & information

Monitoring order status

Expediting orders as necessary

Providing order status updates to the customers. 

Will “own” any & all JIT Supply Chain programs for their customers

Partner with the Commercial Team, Product Management, and Supply Planning on the quotation process & commercial opportunities

Acting as an Inside Sale’s person to routinely follow-up on quotations and perform a level of cold calling existing customers to perform check-ins on their business

Partner with Programs Managers on new program/major project opportunities. 

Partner with the Sales Team, the Customers directly, and the Demand Planning Team on the forecasting process, as necessary

Where there are Re-order Point (ROP) Programs for make-to-stock items in place, the CAM will partner with Sales and Supply Planning to make forecast based adjustments to the ROP levers

Partner with Supply Planning and Plant Scheduling personnel on material availability, lead-times, order status, and expediting requests as necessary

Act as the point person to facilitate the resolution of disputes and customer complaints.

Monitoring and maintaining accuracy of critical system parameters-dates to ensure the accuracy of delivery metrics

 

Requirements

BA/BS degree preferred or equivalent practical experience

Requires computer operation skills including, proficiency in Microsoft Office Suite and Oracle ERP.

Exceptional customer service, interpersonal, communication and problem-solving skills and the ability to work effectively in a team environment

Excellent organization skills with accurate and precise attention to detail

Ability to multitask, prioritize and work independently

Ability to handle stressful situations in a professional manner

The Customer Account Manager requires 5+ years of customer service or supply chain experience in manufacturing.

 

Physical and Environmental Requirements

Physical Activity: Requires 1/3 to 2/3 of the time sitting and less than 1/3 of the time standing, walking, using hands and fingers, reaching, and speaking/hearing.

Lifting: Requires lifting up to 25 pounds less than 1/3 of time.

Vision: Requires accurate close and distance vision.

Environment: Requires more than 2/3 of the time working in an office setting with very limited exposure.

Noise: Requires exposure to moderate noise.

HWI has a fantastic opportunity to join our Customer Service Team as a Customer Account Manager. This is a challenging role in which you will manage end-to-end customer relationships, from order processing and quoting to issue resolution and JIT program ownership. You will act as a key liaison between customers, sales, supply chain, and quality to ensure an exceptional customer experience.