What are the responsibilities and job description for the Account Manager position at DEMGY PACIFIC?
JOB TITLE: ACCOUNT MANAGER
REPORTS TO: CUSTOMER SERVICE AND SUCCESS MANAGER DIRECT REPORTS: N/A
POSITION SUMMARY
This position’s responsibility is to manage all aspects of customer product support including contract review, order entry, production status, coordination, communications, and reporting by working effectively and coordinating with all other departments to determine and status customer orders and other requests.
ELEMENTS RELATED TO THE FUNCTION
• Position Type: Non-Exempt OR Exempt
• Location: Demgy Pacific, LLC, Tacoma WA
PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee regularly is required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; balance; stoop; talk and hear. The employee will be required to routinely operate a motor vehicle and lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, peripheral vision, depth perception, and the ability to adjust focus.
APPLICABLE METRICS
• Revenue for incoming orders
• Revenue for shipped orders
• RMAs cost
• RMAs QTY
• Adhere to the Demgy Pacific attendance point system
• Adhere to the Demgy Pacific job variance to standard metric
• Adhere to the Demgy Pacific Safety protocols
JOB RESPONSIBILITIES
Account Manager I
• Serve as a focal for all customer order coordination and status reports.
• Update customer order status through various OEM portals (Exostar, BOOTS, etc).
• Work with customers to accommodate order expedites, Purchase Order Changes, and accurate recording of our on-time delivery performance.
• Provide timely and accurate order status information and updates to customers.
• Enter production orders in IQMS (plastics) and JobBoss (metals) accurately.
• Attend and support daily production meetings to work on production exceptions.
• Coordinate with customers on special requests such as Quality surveys, visits to Demgy Pacific, LLC, etc.
• Work effectively with the production team to resolve production constraints on complex product builds.
• Act as an intermediary on behalf of the company by balancing customer needs with Demgy Pacific ability to meet them in an equitable manner.
• Be very responsive to customer inquiries and work to escalate within Demgy Pacific management as required.
• Provide clear and effective communication that adds value to the process.
Account Manager II
• Fulfill the Job Responsibilities of an Account Manager I
• Train/Mentor Account Manager I and share best practices
• Assist the Account Manager Supervisor with planning, coordinating and leading the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives
• Manage key client accounts and serve as the main point of contact for clients
• Build strong, long-term client relationships and ensure satisfaction
• Assist with onboard new account managers and assist with their development
• Drive client growth, retention, and identify opportunities to expand services
• Work to maintain and increase client loyalty and retention
• Coordinate with Internal Teams
• Collaborate with Sales, Production, and Support to deliver solutions
• Communicate client needs and feedback to leadership
• Monitor account performance and track account health and flag risks early
• Provide regular updates on client progress and goals
• Contribute to company strategies and improvements initiatives
• Help improve account management processes and tools
• Share insights to improve client experience and team efficiency.
EMPLOYEE RESPONSIBILITIES
• Uphold and comply with Demgy’s Code of Ethics and Conduct
• Follow safety policies
• Contribute to the success of the company’s environmental, health & safety program
• Maintain a positive working relationship with co-workers in all departments
• Maintain accurate documentation as required, following Demgy Pacific’s document and record control procedures
as applicable to the position
• Keep work area clean and organized
• Follow policies outlined in the Employee Handbook
• Perform other duties as directed by the supervisor
DISCLAIMER & ACKNOWLEDGEMENT
This job description is not designed to cover or contain a comprehensive list of activities, duties, or responsibilities that are required of the employee. They may change, or new ones may be assigned at any time with or without notice.
Qualifications:
JOB SKILL REQUIREMENTS
• Proven skills in analysis and problem solving.
• Understanding basic ERP functions (IQMS, JobBoss, or similar).
• Manufacturing background, preferred.
• Able to write business correspondence rapidly, effectively, and clearly.
• Ability to work positively with all other co-workers, customers, suppliers, and visitors.
• Action driven and deadline oriented.
• Self-starter.
• Be punctual and be willing to work overtime as required.
• Exceptional Attention to Detail
• Good organizational skills
• Strong computer skills, particularly Microsoft Word, Excel, and PowerPoint
• Superior communications skills, both verbal and written
• Excellent interpersonal skills
• Good data management and time management skills
MINIMUM EDUCATION AND QUALIFICATIONS
Account Manager I
• One to three (1-3) years of experience and/or training in account management or related field.
• High School Diploma or Associate’s degree
• Experience in a manufacturing organization preferred.
Account Manager II
• Three to five (3-5) years of experience and/or training in account management or related field.
• High School Diploma or Associate’s degree
• Experience in a manufacturing organization preferred.
• Leadership, training, mentorship experience (1-2 years)
• In-depth knowledge of customer service principles and practices
• In-depth knowledge of customer service software, databases and CRM tools
• Current with relevant technology trends and applications
• Proficiency in MS Office applications
• Product knowledge.
Salary : $30 - $35