Account Representative

POSITION SUMMARY:

Performs customer support including but not limited to: processing request for quotes, job order entry and correspondence with customers in and fulfils customers needs to ensure customer satisfaction.

POSITION RESPONSIBILITIES:

• Advises customer of any changes needed to purchase order ie: delivery date, rev, price, and requests revised purchase order.
• Respond to customer inquiries and requests via telephone, email, and chat in a timely fashion.
• Work closely with production to ensure order commits are confirmed.
• Tracks progress of manufacturing through ERP system
• Participate in production activities such as production meetings when required.
• Notifies customer via email or phone call prior to the ship date of any delivery schedule changes.
• Manage customer accounts either by email or customer collaboration tool.
• Manage, develop, and nurture strategic customer relationships.
• Keep customer accounts current by updating databases.

EDUCATION and/or EXPERIENCE:

• Associates Degree in Business Administration; five to seven years’ related work experience in manufacturing, or equivalent combination of education and experience.
• Preferred five to seven years’ experience in a manufacturing environment.
• 5-10 years of direct customer support, buying and tracking of parts and orders.
• Proficiency with MRP/ERP systems is essential.
• Proficiency with MS Office Suite is required.

CRITICAL SKILLS AND ABILITIES:

• Ability to interact with callers, visitors and customers via phone and email correspondence.
• Ability to multitask and prioritize tasks.
• Ability to resolve customer complaints and escalate when appropriate.
• Excellent communication skills both written and oral.
• Able to work independently within specified time constraints.
• Strong organizational skills.
• Ability to work well in a fast-paced environment.
• Display a courteous and empathetic attitude to all customers.

PHYSICAL DEMANDS

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 is regularly required to stand and/or walk.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

MANAGEMENT DISCLAIMER

Paradigm Manufacturing, Inc (PMI) Management reserves the right to revise, change or modify the duties and responsibilities of this position at any time to meet business and organizational needs. This position description may not list all duties for this position. The incumbent in the position may be asked to perform other duties. This position description is not a contract for employment and either the incumbent or PMI may terminate employment at any time, for any reason.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Education:

• High school or equivalent (Preferred)

Work Location: In person