Senior Account Manager (Customer Excellence)- Jasper, IN

The ideal candidate will be located within a 60-mile radius of our Jasper, IN headquarters and be able to work primarily from this location.

High Level Statement Of The Role

The Senior Account Manager coordinates day-to-day service and administrative requirements for qualified project orders, High Profile Accounts, Standards, and Mock Ups after entry through punch list. Effectively assesses customer concerns, networks with the appropriate resources, and delivers creative consultative solutions to support client/customer needs. Ensures project order/ account receive the highest quality of service and support.

Responsibilities

• Facilitates execution team on project orders, High Profile Accounts, Standards, and Mock Ups from dealer order prep through punch completion. Drives collaboration with Dealer Project Manager and global. operations on order entry preferences.
• Consult with clients/customers to identify services that meet their needs.
• Pro-actively consults with dealers on how to execute floor plan specification to enable effective delivery scheduling.
• Communicates a clear project management schedule to align team on key dates, clean order, order changes, specials, etc.
• Responsible for communicating updates on project status, serving as the liaison with demand management, global operations, and field sales, and dealer.
• Manages post-delivery requirements.
• Strives to achieve team and individual performance metrics (% of Elapsed Resolution Time; Case Audits, and Delivery Schedules).
• Examines all processes and procedures to ensure effective service solutions.
• Effective prioritization of workload to achieve customer expectations.
• Builds strong relationships with internal and external customers, maintaining a position of trust and delivers level of reliability.
• Responsible for proactive and creative consultative solutions on order alerts, LONs, and various shipping/delivery scenarios. Evaluates best communication approach (phone call/meeting/email).
• Documents all quality issues in the Quality Notification System.
• Support Mission/Vision and Guiding Principles of Kimball International.
• Monitors and tracks project orders from order prep through punch completion
• Creates project delivery schedules
• Process order changes
• Creates SFDC Cases for all interactions
• Ensures timely resolution of warranty claims
• Processes time sensitive custom quote forms.
• Engages Design Strategist to help verify product specifications-support from bill of material
• Notifies field sales of lead opportunities
• Responds timely to technical product questions
• Assists with placing literature fulfillment orders
• Proven history or ability to demonstrate safe / responsible behavior, and a positive performance record (including attendance)

Skills to Perform This Role:

Interpersonal Skills

• Effective relationships with diverse groups- i.e. Manufacturing, Logistics, etc.
• Ambassador for Kimball International
• Respectful of teammates, leadership, and company
• Approachable
• Team player
• Trustworthy
• Pro-active and reliable
• Conflict manager
• Builds and maintains long-term relationship with customers/clients

Communication Skills

• Excellent verbal and written communication skills
• Excellent follow-up skills
• Email etiquette
• Good listening skills
• Ability to communicate with all levels of the organization
• Cool under pressure
• Customer focused
• Professional

Business Skills

• Confident in making independent decisions
• Exercises good judgment
• Well-rounded knowledge of business processes
• Project management
• Self-motivated to do a good job and manages work quickly, accurately, and effectively
• Understands customer requirements and maintains products/services knowledge
• Excellent organizational and planning skills
• Provide high level customer service

Leadership Skills

• Creative thought process and comprehension to see the big picture and ripple effect
• Takes initiative and ownership
• Excellent presentation skills
• Open Minded
• Ability to articulate thoughts
• Willingness to help others

Technical Skills

• Product and process expert
• Understanding of who to go to for exceptions
• Advanced technical skills (SAP, kimballinternational.com, Salesforce, etc.)
• Solid Analytical Skills
• Ability to consistently meet deadlines