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Service Account Manager

Company: Tecomet
Location: Lansing
Posted on: October 20, 2020

Job Description:

TheService Account Manager acts as the primary point of contact within the Customer Services team for handling assigned accounts including managing customer requests and issues related to commercial issue and order fulfillment. The Service Account Manager interacts with all areas of the company including Sales, Product Management, Planning and Plant Management to champion the customer demand while meeting internal company financial and operations targets.

The role requires the above to be accomplished within Tecomet's principles of continuous improvement, customer driven innovation and a win first culture, while meeting company financial and other performance metrics.

Essential Duties and Responsibilities

Customer Relationship Management:


  • Ability to work independently and exercise judgment
  • Act as primary services contact for assigned accounts.
  • Maintain customer relations via telecommunications and in person visits with a goal of building the customer rapport necessary to grow the business.
  • Exhibit proactive approach to customer service by following up on customer requests in a timely manner.

    Sales Support:

    • Ability to work independently and exercise judgment
    • Maintain and track unit sales history and predict future demand using statistical models.
    • Input and monitor forecast information through the utilization of customer forecasts and the input provided by the Sales team and customers.
    • Communicate demand trends to the customer to align their expectations with our internal business and manufacturing plans.
    • Support business negotiations for contracts and agreements to maximize profits.
    • Deliver client-focused solutions based on customer needs.
    • Provide new program information from customers to program managers for timely quote turnaround.
    • Create and provide information necessary for various departments relative to developing weekly, monthly and yearly reports to include in the budget process.
    • Analyze and create reports utilizing information and data provided by Sales and Operations.
    • Update and maintain customer information in ERP and CRM systems to facilitate forecasting and planning.
    • Coordinate Supplier Change Requests internally and with customers.

      Delivery Support:

      • Ability to work independently and exercise judgment
      • Support inventory management with a focus on profit and loss.
      • Track order intake over a rolling time window, providing required manufacturing build plans to the production control group.
      • Initiateommunicate with both HQ and plant management as required to achieve financial targets as outlined within the build/sales plan.
      • Continually strive towards 100% On Time Delivery by tracking delivery performance for all customers and initiating changes as required to meet OTD target.
      • Support quality planners within customer focus teams to achieve 100% quality ratings with all customers.

        Qualification Requirements

        Educational/Training Requirement:

        • Bachelor's degree (B.A.) from four-year college or university or equivalent combination of education and experience.

          Experience:

          • At least 8-10+ years related experience and/or training.
          • Aerospace and Defense manufacturing experience, preferred.

            Knowledge, Skills, and Abilities

            • Ability to work independently and exercise judgment
            • To perform this job successfully, an individual must be professional, proactive and positive, with internal and external customers and coworkers.
            • Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from customers, suppliers and all levels of internal audiences. Strong verbal, written and presentation skills.
            • Prioritizes and plans work activities. Uses time efficiently. Sets goals and objectives and develops realistic action plans. Works well under pressure and remains flexible to changing schedules and demands. Ability to maintain confidentiality.
            • Working knowledge of personal computer, keyboard, and various software programs
            • Proficiency in MS Office products - Word, Excel, PowerPoint
            • ERP system working knowledge
            • CRM system working knowledge a plus
            • Knowledge of blueprint reading and geometric tolerance, a plus

              Other Requirements

              Travel Requirements:

              • Travel up to 20% within the United States and abroad.

                Equal Opportunity/Affirmative Action Employer/Protected/ Veterans/Disabilities/Drug Free Workplace

Keywords: Tecomet, Lansing , Service Account Manager, Executive , Lansing, Michigan

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