ESSENTIAL DUTIES & RESPONSIBILITIES include the following. Others may be assigned.
- Provide detailed, accurate & timely information to customers’ inquiries relating to expediting, scheduled shipping dates, pricing, availability, order processing & credit processing.
- Proactively alert the customer of any issues (delivery, quality, cost, etc.) & propose solutions.
- Single point of coordination between us and the customer.
- Track customer complaints & returns to ensure timely proper corrective action.
- Develop a strategy (with support from functional managers) to effectively service each customer, while preserving the companies’ interests. This includes but is not limited to: material management (minimize inventory while meeting customer needs), production planning, and quality assurance.
- Analyze monthly margins and provide feedback to materials and operations to increase margins. Follow-up on variances to ensure timely resolution.
- Maintain and communicate performance metrics internally and assigned customers.
- Carefully monitor and manage performance to agreed metrics and develop action plans to improve performance.
- Actively work to develop and propose ideas to the customer to reduce cost, improve quality, and shorten lead times.
- Review customer purchase orders against quotations & resolve any discrepancies prior to processing the order.
- Sales order and forecast maintenance for assigned customers.
- Lead new product introduction & product development meetings with other internal departments to ensure timely and effective support of new products.
- Process and negotiate customer purchase order and engineering changes and submit cost/delivery impacts to customers.
- Follow up to ensure that all excess/obsolete inventory and other costs are recovered from the customer in a timely manner.
- Responsible for holding Customer Business Review meetings.
- Execute contracts agreed to by the customer. This includes the management of material liability.
- Negotiating with the customer reimbursement of cost for slow and obsolete inventory.
- Hold internal customer dashboard & scorecard review meetings to review account performance and develop key actions for improvement & growth. Include in business review meetings to identify and deliver new opportunities within the customer for account growth.
- Work with external sales reps to leverage influence on the account. Ensure that external sales reps are updated with account information including quotes, orders & shipments.
- Develop and maintain project schedules for all activities related to assigned customers.
- The work performed in this job can only be done on site and attendance is an essential function of the job.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
REQUIRED SKILLS
- Experienced in inventory management techniques (kanban, bonding, safety stock, etc.).
- Proven ability to work with others in a team environment.
- Strong problem-solving abilities and prioritization skills.
- General business management knowledge - financial, marketing, etc.
- Computer skills- working knowledge of MS Office.
- Established ability to interact with all levels in the organization, including ability to provide advice and counsel to senior decision makers.
- Ability to quickly & accurately assess & address complex problems using creative approaches.
- Demonstrated strategic thinking skills that illustrate the ability to proactively conceptualize business requirements.
- Ability to write & speak effectively with people internal and external to the company.
- Must maintain the ability to be a positive, customer-oriented problem solver within a team environment.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Will be required to sign a non-compete agreement upon offer of employment.
EDUCATION AND/OR EXPERIENCE
- Bachelor's degree or relevant work experience; preferably engineering, operations, or supply chain related.
- 1-2 years’ experience in customer service, in a manufacturing environment; with relevant experience working in the electronics industry.
Experience in managing customer relationships, including quoting and negotiations, as well as delivery and quality performance management.
