Customer Service Account Manager

Main Tasks

• Manage end-to-end order processing and management to ensure on-time, in-full, and accurate fulfilment.
• Monitor inventory and proactively communicate delays, shortages, pricing issues, and shipment updates.
• Manage and support customer Master Data maintenance and customer set ups.
• Provide reporting and support across the business, including open orders, fill rates, cycle times, and seasonal, promotional program tracking.
• Initiates and manages pricing, quotes, and new part (material) requests.
• Provide quotes, pricing, upsell & recommend additional products based on all inquiries to existing and potential customers in a timely manner.
• Prepare monthly performance metrics for key accounts.
• Partner with internal teams to identify and implement process improvement opportunities.
• Troubleshoot order issues and resolve all customer concerns with urgency and professionalism.
• Coordinate, investigate, and resolve customer claims and complaints, return authorizations, Credits, order discrepancies and maintains accurate documentation.
• Provide support for Order Entry Customer Service Representatives.
• Ensures all orders are Audited at a rate of 100% accuracy.
• Additional duties assigned

Requirements:

• High School Diploma or equivalent required. Degree is a plus.
• Minimum 3-5 years of Customer Service, Sales, Account Management experience.
• Experience with EDI, SAP, and/or ERP systems (implementation experience is a plus).
• Strong proficiency in Microsoft Office, especially Excel (PivotTables, lookups, formulas, macros, conditional formatting), along with strong analytical capabilities.
• Exceptional interpersonal skills, including strong written and verbal communication.
• Strong time-management, prioritization, and decision-making abilities.
• Customer-first attitude and collaborative approach.
• Analytical mindset with the ability to interpret and present data.
• Ability to develop and maintain relationships while collaborating cross-functionally within areas of the business.
• Attend Customer Review Meetings and provide order inquiry updates.
• Demonstration of growth mindset by embracing the qualities of agility, curiosity, accountability, and innovation consistent with MANN+HUMMEL’s Culture.
• Must be able to lift up to 25lbs.
• Must be able to read, understand and comply with written and verbal instructions
• Must be authorized to work in the United States.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Work Environment

Professional office environment. Routinely use of standard office equipment such as laptop computers, monitors/keyboards, printers, and telephones (via Teams). Processes information and communicates effectively with others. Ability to travel locally or domestically as needed. While performing the duties of this job, employees are frequently working indoors with traditional office noises and conditions. The noise level in the work environment and job sites can be moderate.

Physical Demands:
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, sit, talk, hear, reach, and use hands and fingers to operate a computer, telephone, and keyboard.