Customer Account Manager

Posted on: 25 February 2021
Job Title: Customer Account Manager
Reporting To: Customer Accounts & Logistics Team Leader and Production Manager

Job Summary

Receive sales orders and liaise with the customer to clarify, agree and confirm their order details.
Arrange for customer’s orders to be processed, maintain accurate open order records, update the planner and act upon these efficiently.
Maintain drawings folder and issue current revision of drawings to production.
Analyse technical drawing prior to entering on production planner, ensuring complete drawing pack is available along with extracted purchasing and pricing information.
Liaise with the Production Supervisors to ensure they have the full information on the production schedule and communicate any priorities to them and the Production Manager at daily Production Meetings.
Liaise with Despatch Supervisor regarding packaging of goods to ensure customer orders and delivery times are met.
Discuss lead times and agree these with the Production Manager for all customers.
Inform customers of any changes to the despatch schedule / delivery times as early as possible.
Work collaboratively with the customer to resolve queries to meet urgent needs e.g. machine breakdowns, post-delivery concerns etc.
Analyse product drawing, incorporate time, materials, overheads and labour costs to provide quotes to the customers.
Obtain transport quotes and co-ordinate arrangements for the efficient distribution of customer orders.
Record and communicate any customer issues and forward complaints to the Quality Dept.
Keep the Production Manager and the Customer Accounts & Logistics Team Leader informed of customer orders, delivery schedules, priorities, Pulley stock shortages, customer queries etc.
Assist with stock control activities to ensure stock data is accurate at all times.
Develop and implement operational improvements within the order processing, customer care, despatch and distribution sections.
Any other duties, within reason and capability, as agreed with the Production Manager/Senior Managers

Person Specification

Criteria	Essential	Desirable
Qualifications/Attainments	Good level of secondary education including 5 passes at GCSE level A – D including Maths and English or equivalent	Post-secondary education to degree level, in a customer/sales related discipline
Relevant Experience / Knowledge	At least 2 years customer service experience Demonstrated ability to form and maintain work partnerships with customers	Experience in the despatch and distribution of goods. Experience in the engineering industry
Skills and Competencies	Strong organisational, planning & time management skills Excellent communication skills, both oral and written Ability to make decisions and use own initiative Competent in use of Microsoft Office, particularly Microsoft Excel	Competent in use of MS Office applications and Sage 200 Good understanding of cost-effective stock control.

Customer Account Manager

Job Summary

Person Specification

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