Customer Account Manager

JOB DESCRIPTION

Job Title: Customer Account Manager

Department: Customer Service

Reports to: Customer Service Manager

Shift: 1st

Position Purpose

The Customer Account Manager is primarily responsible for engaging Vaupell’s customer base and providing our clients with exceptional customer service support. The Account Manager acts as the Voice of the Customer and drives the internal organization’s behavior through the communication of customer needs and expectations.

Essential Duties and responsibilities

• Acts effectively as a customer champion and advocate; understands and communicates current and future customer needs and expectations; establishes and maintains strong relationships at all levels with the customer
• Proactively coordinates all aspects of an order to ensure that we exceed our customer's needs and expectations, including following up on special products, scheduling, and manufacturing details to avoid issues that may negatively impact the project success, and working cooperatively with interdepartmental peer groups
• Establishes broad technical knowledge of all products including developing a deep understanding of our customers’ maintenance operations and business systems
• Liaises between our customers and manufacturing. Negotiates solutions and prioritizes orders with our customers and our manufacturing sites while managing overall cost
• Develops plans that will meet the project requirements while accounting for obstacles that could impact the project's success
• Coordinates with New Product Introduction (NPI) teams to ensure projects launch in a timely manner
• Provides data entry support as needed
• Responsible for following and ensuring compliance with all establish Vaupell policies, standard operating procedures and safety practices
• Other duties as assigned

Job Qualifications/Requirements

• Associates degree and 3+ years customer service experience in a similar role or equivalent education/experience.
• Experience in manufacturing preferred
• Requires strong knowledge of ERP systems and general computer skills for fast, accurate entry of customer order data
• Requires strong problem-solving skills
• Excellent verbal and written communication skills. Must have the ability to understand and support the inquiries from our customers with clear communication in written or spoken English
• Must be able to work in a collaborative manner with engineering, manufacturing, production, vendors, customers, and managers.
• Candidates must be a “US Person” (i.e. US Citizen or Permanent Resident) to ensure Vaupell's compliance with ITAR (International Traffic in Arms Regulations) and EAR (Export Administration Regulations)

Environmental Condition

While performing the duties of this job, the employee is frequently exposed to moving mechanical parts. The employee is occasionally exposed to fumes, airborne particles, and vibrations. The noise level in the work environment is usually moderate to occasionally loud. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements

Required physical skills and abilities (see below)

• A = 20% or less of work time
• B= 20 to 60% of work time
• C = 60% or more of work time
• Blank = Not applicable

Standing

B

Bending at waist

A

Walking

B

Reaching below shoulder level

A

Sitting

C

Reaching above shoulder level

A

Lifting under 25 lbs.

A

Grasping

C

Lifting 25 to 50 lbs.

A

Handling

C

Lifting over 50 lbs.

A

Finger Dexterity

C

Carrying under 25 lbs.

A

Feeling

C

Carrying 25 to 50 lbs.

A

Eye-Hand coordination

C

Carrying over 50 lbs.

A

Eye-Hand-Foot coordination

A

Pushing under 25 lbs.

A

Hearing, ordinary

C

Pushing 25 to 50 lbs.

A

Hearing, other (explain below)

Pushing over 50 lbs.

A

Seeing – near vision acuity

C

Climbing stairs

A

Seeing – far vision acuity

C

Climbing ladders

Depth perception

C

Balancing

Color perception

C

Kneeling

Keyboarding

C

Crawling

Pulling

C

Turning/twisting

A

Other

Vaupell reserves the right to change, modify or add to the Essential Duties and Responsibilities of any position at any time.

Vaupell is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, belief and spirituality, gender, age, sexual orientation, gender identity or expression, ethnicity/national origin, pregnancy, genetic information, veteran or disability status.

I have read the Essential Duties and Responsibilities - Job Requirements - Required Physical Skills and Abilities and I am able to meet these essential requirements with or without reasonable accommodation.

_____________________________ ___________________

Employee Signature Date

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Employee Print Name