Job Description

Job Summary & Essential Functions

Serve as main customer contact and liaison between company and assigned customers. Manage customer relationships and coordinate all customer support activities.
  

• Provide detailed, accurate and timely information to customers regarding their inquiries relating to expediting, scheduled shipping dates, pricing, availability, order processing and credit processing  
• Proactively alert the customer of any issues (delivery, quality, cost, etc.) and propose solutions where possible; track customer complaints/returns and ensure timely and proper corrective action is taken
• Develop a strategy (with support from functional managers) to effectively service each customer, while preserving the interests of the company  
• Analyze margins monthly and provide feedback to materials and operations to increase margins; follow-up on variances to ensure timely resolution 
• Maintain and communicate performance metrics both internally and to assigned customers
• Monitor and manage performance to agreed upon metrics and develop action plans when required to improve performance
• Review production and material status with departments; assist in the effort to secure contracts—bidding and negotiating and expedite/change priorities as required
• Receive and review customer requirements, generate sales orders and distribute requirements to all departments as needed
• Oversee all incoming and outgoing correspondence, both verbal and written, with the customer—read, respond to, and distribute as necessary
• Provide day-to-day leadership, coordination, and direction for the management of contracts with customers
• Serve as liaison, including facilitation of conference calls, among Intervala, LLC engineering, quality, production departments and the customer
• Lead the effort to capture follow-on business with assigned, existing customers
• Participate in bid reviews, proposal writing, negotiations, facility visits and other activities which result in the capture of new business
• Enter and maintain customer order information in MRP or Order Entry system as necessary
• Coordinate with accounting to review and collect past-due invoices
• Adhere to General Requirement of Team Members
   

Knowledge, Skills, & Abilities

• Skills in inventory management techniques (kanban, bonding, safety stock, etc.)
• Knowledge of cost and pricing data submission
• Knowledge of commercial contracting legal requirements   
• Intermediate level in MS Office applications (Word, Excel, PowerPoint, and Outlook). 
• Ability to think strategically to conceptualize business requirements in a proactive manner 
• Ability to work with a high level of accuracy and attention to detail to produce quality results
• Strong planning and organizational skills including the ability to initiate, prioritize, and allocate resources 
• Ability to effectively communicate in all forms with others inside and outside the organization
• Ability to negotiate and manage conflict tactfully and professionally 
• Strong decision-making skills; utilizing sound judgement and thorough processes 
• Ability to problem solve issues involving multiple variables and limited standardization
• Ability to be creative and innovative with approaches to solutions and solving complex problems
• Ability to multitask efficiently and adapt within a rapidly changing environment
• Ability to communicate with customers projecting the company image to attract business
• Abilities listed in General Requirements for Team Members 

Required Experience & Education 

• Bachelor's degree in related field 
• Minimum 2 years of relevant job experience 
• Project management including planning, budgeting, and allocation of resources
• Previous experience in managing customer relationships