Customer Account Manager

Job Summary: The Customer Account Manager is responsible for receiving, accepting, rejecting, and arranging orders from customers and handling all customer issues.

Duties & Responsibilities: Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Process orders daily, review for correct information, and enter in Oracle in a timely fashion. Send order acknowledgements to the customer within 2 business days of receipt or report the reason for a delay in entering the order.
• Respond to all customer inquiries in a prompt and courteous manner.
• Ensure that customer pricing is accurate and that all sales quotes in Oracle are current.
• Handle all customer complaints within 24 hours including return material authorizations (RMA’s) and order invoice corrections (OIC’s). Process RMA’s and OIC’s in Oracle.
• Work well with internal personnel to resolve problems and meet customer needs.
• Coordinate with Logistics for hot orders and expedited shipments and request adjustment of priorities as needed. Keep appropriate personnel, including customers, sales staff, and material control staff informed of constantly changing priorities and scheduling needs.
• Complete Nightly Questions to parent company (Shin-Etsu Chemical) for important stock status information.
• Review inventory status and incoming information to determine availability of inventory. Inform customers of delivery status, whether on time or delayed. Complete shipments as scheduled by the customer, including extra documentation and coordination required for international shipments.
• Ensure that customer needs are met regarding order and shipment entry in Oracle.
• Serve as a back-up for other Customer Account Managers when needed.
• Perform other duties as assigned by supervisor.

Education & Experience:

• High school diploma or equivalent required.
• Some college preferred.
• 4-6 years’ experience in a customer account management and problem-solving environment strongly preferred.

Knowledge, Skills & Abilities:

• Computer literate working with Microsoft Office.
• Oracle or other ERP system experience is strongly preferred.
• Strong verbal, written, and interpersonal skills.
• Ability to take direction and carry out instructions from the manager in an orderly and efficient manner.
• Work effectively within a team environment.
• Ability to work independently and in groups and be self-motivated in both settings.
• Strong problem solving and troubleshooting skills. This includes being proactive in your approach to all issues in order to identify or eliminate potential problem areas.
• Ability to adapt to changing priorities.
• Strong attention to detail.
• Capable of working well under pressure, handling multiple tasks with the ability to organize and prioritize effectively.

Work Environment:

• This position operates primarily in a professional office environment.
• The role routinely uses standard office equipment.

Physical Demands:

• Prolonged periods of sitting at a desk and working on a computer.

Skills

• Customer Service
• Customer Relations
• Team Player
• Communication

• Microsoft Office
• Problem Solving