Responsibilities:

• Manage relationships daily for assigned key accounts at a high-level including profitability/margin management and product/order support.
• Provide technical product support and information to customers on complex, non-stock, and special project requests.
• Provide timely and efficient assistance to customers in resolving escalated problems including product shortages, product returns, pricing issues; Identify and recommend process improvements that will prevent further problems.
• Upload and maintain monthly customer forecasts in company system.
• Manage KPI’s and customer scorecards.
• Provide direction and training to CSR I and II.
• Assist outside sales representatives & engineering with quotation process.
• Monitor past due order backlogs; expedite and/or reschedule as necessary, proactively communicate problem areas to customer.
• Manage EDI validation in the system for accuracy and make changes as required.
• Run daily sales reports and investigate identified issues.
• Collaborate with all departments to achieve on-time delivery and customer satisfaction.
• Participate in processes and programs aimed at continuous improvement and safety.
• Perform other duties as assigned

Education: Bachelor’s or technical degree preferred.

Experience: Minimum 5 years customer service or technical support experience.

Skills: 

• Excellent communication (written & oral)
• Ability to handle multiple tasks
• Intermediate Microsoft Office skills
• Polished and professional demeanor
• Strong mechanical orientation
• Good computer skills

Work Hours: Monday through Friday 8:00am – 4:30pm (full time, in person – overtime may be required to support business needs)

*Note: Must be able to pass a pre-employment background check and pre-employment drug/alcohol test.