Job Description

Job Summary & Essential Functions:

Serve as main customer contact and liaison between company and assigned customers. Manage key customers and coordinate all customer support activities.   Assist in the training and development of team members.  

• Provide detailed, accurate and timely information to customers regarding their inquiries relating to expediting, schedules, 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 and maintain sales, bookings and backlog information for assigned customers
• 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
• 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
• Lead the effort to capture follow-on business with assigned, existing customers.
• Participate in bid reviews, proposals, 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 systems as necessary
• Coordinate with accounting to review and collect past-due invoices
• Provide input to Finance for cash flow on key customer accounts
• Develop a strategy to effectively service each customer using material and build strategies, while preserving the interest of the company

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

Required Experience & Education: 

• Bachelor's degree in related field
• Minimum 5 years of progressive relevant job experience 
• Project management including planning, budgeting, and allocation of resources
• Previous experience in managing customer relationships