What are the responsibilities and job description for the Customer Account Manager position at Web Industries Inc?

Web Industries a 100% employee-owned company (ESOP), which brings a lot of advantages to the people who work here—beyond the great pay and excellent benefits. You’re not just an employee, you are an employee-owner, with a vested interest in the success of the company. Web Industries’ founder, Bob Fulton, believed that the people who create the value of a company, the employees, should share in the success of the company. We believe there is a real energy that exists when people are open, honest, and work together to meet mutual goals. We do this by living our values:

Heart of an Owner: Taking personal responsibility and pride in our work

Stronger Together: The power of collaboration and teamwork.

Find a Way: Determination and creativity to overcome challenges

As a company, we thrive on that energy and work to bring it into every product and every project that we touch. At Web, we believe the employee experience is paramount to our company’s success. Working with us, you’ll experience a myriad of cultures, locations, industries, and technologies.

Location: Suwanee, Georgia



POSITION SUMMARY The Customer Account Manager is responsible for the handling and care of client accounts and performance of customer service agreements, contract review, planning, and order fulfillment activities. This includes developing systems to ensure Web Industries provides world-class customer experience, delighting our customers one relationship at a time. Additionally, the customer account manager coordinates New Product Introduction (NPI) activities with Sales, Engineering, Production and the Customer to ensure a seamless implementation of new programs. PRINCIPAL DUTIES AND ESSENTIAL FUNCTIONS: Manage Customer Care Processes - Primary point of contact for assigned accounts, managing the full customer lifecycle, including onboarding, trials, and renewal. Ensure timely and strategic responses to customer inquiries Contract Review Understand terms and conditions and how they relate to the contract Ensure compliance of programs with FARS, DFARS, and ITAR requirements Coordinate shipping schedule and transportation with customers and internal staff; ensure customers are informed at earliest known time if due date is in jeopardy Order fulfillment planning (order entry, job setup, work instruction, MRP) MRP for customer owned inventory Communicate with customers and internal stakeholders to: Help build strategic relationships Gather all relevant information to determine order requirements Communicate problems and corrective action process to customers Ensure orders are entered, set up and approved for production to meet schedule requirements Work with cross-functional teams at multiple sites to determine order commitments and provide status updates Participation in Create, Win, Grow strategy calls with sales team Arrange and lead customer program review/status calls Manage House Account forecast process Assist with Strategic Account forecast activities Prepare internal/external reports, presentations, metrics and spreadsheets that are clear and concise Participate in design and execution of quality planning activities Onboard new customers and programs Customer Care Team members- Work to build a healthy, high engagement, high performance team focused on delighting customers Communicate with team members on customer strategies Cross train accounts to provide accountability and coverage Work as a team on continuous improvement initiatives Work as a team on root cause analysis quality events in support of customer non-conformances Assist with customer escalations for team Facilitate/lead team huddles, training, and/or meetings Onboard and/or train new team members Facilitate transition of accounts & products from development/trial to production Demonstrate business savvy – Actively listen to customer needs and clearly communicate Web Industries capabilities in a way that confidently and accurately addresses the customer’s business issues. Identify customer needs and tailor responses and solutions to build Web Industries value proposition. Address Web Industries limitations in a way that builds customer confidence rather than diminish it. Stay aware of general business issues such as cost, inventory, profit and loss, risk, speed, competition, and market leadership. Some travel required to customers or other Web Industries sites Additional REQUIRED Qualifications/Skills: 1. Associates degree in related discipline 2. Excellent customer relationship skills 3. Computer skills including Microsoft Office 4. ERP skills applicable to duties 5. Outstanding attention to detail 6. Communication skills both verbal and written 7. Ability to anticipate customers’ needs and match them with appropriate services Additional PREFERRED Qualifications/Skills: 1. Knowledge of Web Industries manufacturing processes 2. Supervisory and Leadership skills 3. Proficiency in handling multiple concurrent projects 4. Experience in Manufacturing, Quality Tech, or Engineering/Process Tech 5. Comfort with working under pressure in a fast-paced environment 6. Advanced problem resolution skills

Must be able to work on government contracts.

Salary : $55,000 - $68,000

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Customer Account Manager

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