Customer Account Manager

Job Description

Job Description

Description :

JOB TITLE : Customer Account Manager

EMPLOYER : American Omni Trading

DEPARTMENT : Customer Service

REPORTS TO : Sales Operations Manager

EFFECTIVE DATE : 2023

SUMMARY : The Customer Account Manager is an essential extension of our sales team, taking charge of the day-to-day account management for assigned customers.

The primary focus is to facilitate seamless communication and provide clarification. The role ensures that customers have the comprehensive support they need, enabling the sales team to focus on new business opportunities.

DUTIES AND RESPONSIBILITIES :

• Oversee the entire customer purchase order process, from placement to delivery, ensuring timely and accurate completion
• Generate and share customized weekly Order Status Reports, catering to the customer's purchasing and receiving departments
• Communicate proactively with customers about changes or impacts to their orders
• Act as the customer's advocate, offering solutions tailored to their business needs
• Timely resolve customer inquiries, including accounts receivable follow-up
• Support the sales team by handling routine tasks and recommending operational improvements
• Engage with customers and sales managers through phone and email to offer continuous service support
• Collaborate with various departments to ensure product availability aligns with customer needs
• Prepare monthly account reconciliations and statements of demand
• Organize and schedule container bookings as per customer requirements, coordinating with logistics as necessary
• Address all customer inquiries and accounts receivable issues
• Aid the sales team in promotional and forecasting efforts
• Analyze and disseminate monthly production schedules to customers
• Participate in organizational meetings, contributing effectively
• Maintain up-to-date records for customer information and interactions
• Performs other related duties as assigned by management.

Requirements : QUALIFICATIONS :

QUALIFICATIONS :

• Three to five years of account management experience
• Bachelor's Degree (BA) from four-year college or university or Associate's Degree plus 5 - 7 years of relevant experience.
• Required computer skills : Excel, ERP, Office365

COMPETENCIES :

Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity;

Promotes a harassment-free environment; Builds a diverse workforce.

Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically;

Upholds organizational values.

Judgement - Must display willingness to make decisions and exhibit sound and accurate judgment within policies and delegation of authority;

Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation;

Able to deal with frequent change, delays, or unexpected events.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service;

Responds to requests for service and assistance; Meets commitments.

Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks;

Looks for and takes advantage of opportunities; Asks for and offers help when needed.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions;

Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position;

Accepts responsibility for own actions; Follows through on commitments.

• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback;
• Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives;

Supports everyone's efforts to succeed.

PHYSICAL DEMANDS AND WORK ENVIRONMENT :

• Frequently / Continually required to stand
• Frequently / Continually required to walk
• Frequently / Continually required to sit
• Frequently / Continually required to utilize hand and finger dexterity
• Occasionally required to climb, balance, bend, stoop, kneel or crawl
• Frequently / Continually required to talk or hear
• While performing the duties of this job, the noise level in the work environment is usually moderate
• The employee must occasionally lift and / or move up to 10 pounds
30+ days ago