Customer Account Manager Job at Ontic
We are a fast-paced business with ambitious growth plans; so if you are dedicated, enthusiastic and always seeking ways to improve, you'll enjoy a career with us!
The Customer Account Manager for the OEM value stream is responsible for management of assigned customer relationships, maximizing customer satisfaction, and delivering on the current backlog as well as looking ahead at customer forecast. The CAM is responsible for coordinating all activity within the company in relation to specific customers while keeping the customer informed and devising appropriate customer management plans.
For the safety and well-being of the entire company, Ontic requires, that all employees be vaccinated against the COVID-19 virus as a consideration for employment.
This role will be located onsite at our Creedmoor, NC location.
Responsibilities:
- Full management of customer order book to include OEM business.
- Ensure all product in stock ships as early as possible (ie., identify pull in opportunities)
- Management and co-ordination of pricing, RFQs and RFPs, with the support of the Estimating team, to ensure maximum value creation across every aspect of the business.
- Management of incoming POs and PO revisions, which includes CRM usage to ensure proper documentation of changes and requirements.
- Initiate sales order reviews and track timeliness.
- Vetting of new customers into OEM value stream, applications, customer vetting forms, initial information upload into CRM.
- Responsibility to quote to price list and catalogues where applicable, and per associated master contract requirements
- Responsibility to approve quotes based on authority matrix
- Resolve customer complaints and problems and escalate as necessary in support of building and maintaining high levels of Customer Satisfaction.
- Monitor order processing and on-time delivery metrics, and escalate to value stream manager as necessary
- Attend regular meetings as required to support tasks
- Build strong long-term relationships with customers. Coordinate and participate in meetings and reviews between Ontic and the customer
- Responsible for maintaining/updating reschedule dates in Epicor ERP
- Maintain/update AM production status sheet
- Identify and negotiate early shipment opportunities
- Work with finance on credit control, ie. past due payments, payment questions/inquiries, supplier deviation debits (SDN, with quality)
- Would act as customer source inspector upon delegation
- Other duties as assigned
Accountability:
Contribute to a safety-first culture by identifying and recording hazards using the company Health and Safety tracking system.- Ensure backlog accuracy
- Deliver backlog updates to customers
- Ensure AM production status sheet accuracy
- Partner with revenue management on RFQs and fixed price agreements to ensure they deliver on DM budget/white paper targets
- Provide accurate lead time/forecast to customers
- Deliver parts in line with customer PO/LTAs/contracts; offer solutions when requirements cannot be met.
- Customer quotations are followed up with and accepted.
- Track and manage PO/SO review process and subsequent order acknowledgements
- On time shipments: insuring parts in stock are pulled from warehouse and make it out the door (coordinating with shipping).
- Respond to OEM customer inquiries within agreed turnaround time
- Work with Quality and Operations to provide visibility/induction of RMAs into work cell
Qualifications & Skills:
- Experience working with cross functional matrix organization
- Leadership, motivational skills
- Stress resilience
- Business acumen
- Customer centric
- Attention to detail
- Adaptability
- Influencing skills
- Creative
- Excellent verbal and written communicator
- Ability to work within a team
- Able to prioritize multiple tasks
- Experience with data entry
- Able to use or learn manufacturing business systems
- Excellent verbal and written communication skills.
- Apply attention to detail and possess a pragmatic approach to problem solving. Self-motivated and able to work within a multi-disciplined team.
- PC and office software skills essential (word processing, CRM and Microsoft Office)
In addition, because Ontic’s business is subject to the International Traffic in Arms Regulations (the “ITAR”) and the Export Administration Regulations (the “EAR”) the company can only hire persons who meet the definition of a US Person pursuant to the ITAR and the EAR. You must be able to provide authenticating documents that demonstrate you are a US Person which may be in addition to documents you provide to establish your eligibility to work in the United States when completing an I-9 form.
Ontic Engineering and Manufacturing Inc. is an Equal
Opportunity/Affirmative
Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran
Status, or any other characteristic protected by applicable federal, state, or local law.
Status, or any other characteristic protected by applicable federal, state, or local law.
This position requires use of information which is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of the ITAR. The ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.
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