Customer Solutions Account Manager

Description

Job Summary: Customer Solutions Account Managers work closely with our customers and outside sales force to provide a white glove customer experience and increase sales of DMF solutions. They accomplish this by proactively working across multiple departments to rapidly address customer issues and inquiries, follow up on projects, generate quotations, actively follow up on projects and to provide basic product technical and application guidance.

• Manage returns and refunds in accordance with company policies
• Assist in managing the onboarding process, ensuring that all established processes and documentation are completed accurately and in a timely manner.
• Learn and maintain functional knowledge of key tools and processes used by Sales
• Handle customer complaints, provide appropriate solutions and alternatives within agreed time limits; follow up to ensure resolution
• Act as an intermediary between the Sales Organization and other internal departments such as Quality, Manufacturing, Purchasing, IT, etc.
• Identify and assess customers’ needs to achieve satisfaction
• Investigate order entry or pricing errors
• Order completion from quote creation to PO processing
• Display a commitment to quality by following required procedures and practices; take all appropriate measures to ensure quality.
• Identify, develop, and implement continuous improvement solutions that drive greater efficiencies and effectiveness for our sales organization.
• Perform administrative duties such as answering phones, filing, and additional tasks as required
• Initiating arrangement requests from the field, completing forms, obtaining required approvals, and finalizing arrangements
• Occasionally attending after hours industry events and dinners
• Review construction documents to produce system designs and project quotations
• Support customer orders by conducting tasks such as confirming ship dates, sending tracking details and proactively providing notification of any changes.
• Work with assigned outside sales managers track status of quotes in the pipeline and to increase close rate
• Develop relationships with Reps in an assigned territory, teaming with the salespeople in that territory to present a cohesive customer experience.
• Provide white glove customer service to our customer base, projecting yourself as the face of DMF

Requirements

• Demonstrate a proactive approach in managing projects and following up on customer requests with a sense of urgency.
• Proven ability to work in cross functional teams
• Demonstrated proficiency in administrative and documentation procedures
• Must have the ability to manage multiple and shifting priorities in a fast-paced and constantly changing environment
• Demonstrated technical aptitude
• 4-6 years of service-related employment experience such as retail, hospitality, account management
• Proficient with Microsoft Office Suite of products (Outlook, Word, Excel, PowerPoint)
• Successful track record of written and verbal customer communication skills
• Must have a high degree of initiative and the ability to manage multiple tasks, work under pressure and meet deadlines as required

Benefits

• Pay rate $68,640 to $82,000 annually (based on skills/experience/knowledge)

Training + Development

Interview process

Visa Sponsorship

Security clearance