What are the responsibilities and job description for the Key Account Manager position at ADP Workforce Now?
AkroFire is seeking a Key Account Manager who is responsible for the day-to-day management, sustainment and growth of key accounts by owning the representation of Key Accounts. Builds strong relationship with customers based on prompt and active communication, providing on-time response to RFQs, processing on-time new purchase orders across contract review, providing prompt status updates and required information from other departments at AkroFire. Owns and manages scorecards, partners with departments to achieve 100% quality and 100% on time delivery ratings. This position is primarily responsible for sales order management within the EPICOR ERP system, customer communication and support, data compilation and analysis, builds a strategy to offer customized customer experience, and KPI and performance metric tracking. As experience and proficiency develop, the position will provide opportunities with program coordination, cross-functional initiatives, and occasional coverage of Program Manager responsibilities.
Working Conditions
- Onsite at AkroFire, Olathe, Kansas
- Travel 10% to training locations, customer and supplier locations
- Standard office environment
- Work requires substantial visual concentration on detail.
- Working conditions are normal for a manufacturing environment.
- Manufacturing operations may require the use of safety equipment to include but not limited to: eye safety glasses and any other required PPE
- Standing: 30% *percentage is approximate and may vary depending on work task / Sitting: 70% *percentage is approximate and may vary depending on work task / Lifting (in pounds): up to 20 pounds / Pushing (in pounds): up to 20 pounds / Mental/Visual: use of computer / Workspace (line, cube, etc): Office or Cube
Main Duties and Responsibilities:
- Becomes the point of contact for designated customers at AkroFire Manufacturing location.
- Ensures premier customer service and full satisfaction of customers by escalating and requesting the necessary resources to ensure 100% Quality and 100% on-time delivery for key accounts.
- Maintain accurate customer, order, and program-related information within EPICOR.
- Verify order accuracy, including part numbers, quantities, pricing, delivery dates, and customer-specific requirements.
- Monitor order status, backlog, shipments, and delivery commitments to ensure timely execution.
- Investigate order discrepancies, resolve data conflicts, and coordinate corrections with appropriate internal teams.
- Identify trends, discrepancies, recurring issues, and potential opportunities for process improvement.
- Maintain data accuracy and consistency across EPICOR, spreadsheets, CRM, and other reporting tools.
- Support ad hoc reporting and data analysis requests from the Program Manager and other stakeholders.
- Highlight performance gaps, emerging trends, and areas requiring follow-up or corrective action.
- Assist with the preparation of customer reviews, internal program reviews, and management presentations.
- Occasionally provide coverage for the Program Manager during absences or periods of limited availability, handling customer communications, status updates, reporting, and coordination activities within established authority.
- Escalate significant customer concerns, schedule risks, financial impacts, and decisions to the Program Manager or appropriate leadership.
- Owns and manages key account scorecards. Maintain Customer Portals and utilize systems to retrieve and submit account information.
- Provide analytics and ensure that backlog for key accounts is aligned to customer requirements.
- Ensures on time processing of RFQs and New Purchase orders across AkroFire workflows.
- Provides status updates, partners with Operations, Engineering, Quality and Supply Chain to prepare Line of Balance or delivery schedules.
- Identify, maintain and document strategic relationships inside the account and outside the account (i.e., consultant, competitor, channel partner).
- Develops positive relationships with existing, new and target customers.
- Resolve conflicts and provide satisfactory solutions to customers in a timely manner.
- Manage large proposal efforts including strategic programs.
- Participates in the negotiation of contracts, agreements, terms and conditions.
- Travel to customer site as needed.
- Assume additional responsibilities as required.
Requirements: Any combination of education and experience providing the required skill and knowledge for successful job performance will be considered. Typical qualifications would be:
- 2-5 years of relevant experience
- Excellent analytical abilities, experienced utilizing ERPs workflows for RMA process and Contract Review.
- Proven experience with problem-solving and understanding complex workflows and data reporting to drive compliance and on-time closure of workflows.
- Results focus, customer service orientation, action orientation, planning & organizing, teamwork & cooperation, decision-making skills;
- Proficiency in Microsoft Excel, Project and other PC based office tools. Must be able to utilize mid-advanced search formulas and dynamic tables in excel.
- Proven negotiation, facilitation, and consensus building skills.
- Resilient, positive and assertive communication.
- Must have good listening skills and the ability to be mindful and attentive to feedback from customers.
- Excellent communication skills, both oral and written. Strong aptitude with stakeholder engagement.
- Education/Certification: Bachelor Level degree or comparable relevant experience.
Preferred Qualifications
- Program Management Institute PMP Certification.
- Familiarity with EPICOR ERP or CRM (Salesforce) system experience.
Benefits:
At AkroFire, we recognize how important your career and benefits are to you and your family. We offer a full suite of benefits, including medical, dental, vision, short and long-term disability coverage, accident insurance, critical illness insurance, basic and supplemental life insurance, employee assistance plan, retirement savings and matching, and other developmental opportunities. We are committed to supporting the way you live and work.
AkroFire is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status. Applicants requiring reasonable accommodation to complete the application process may contact Human Resources.
This position requires access to information subject to the International Traffic in Arms Regulations (ITAR). Employment is contingent upon the applicant being a “U.S. person” as defined by ITAR (22 CFR §120.15), which includes U.S. citizens, lawful permanent residents, refugees, or asylees, as required by U.S. export control laws.
(Actual placement within the salary range is dependent on multiple factors, including but not limited to skills, education, experience and location)