Senior Account Manager (Customer Service)
Senior Account Manager - Account Services - Exempt Level
DEPARTMENT: Customer Service
POSITION PURPOSE
To coordinate with Sales Service in providing exceptional customer support to JBM’s customer base.
The individual must be able to explain and demonstrate that he or she can perform the essential job functions and physical requirements of the job, with or without reasonable accommodation.
PRINCIPLE RESPONSIBILITIES AND ESSENTIAL FUNCTIONS
- Quoting; generating quotes, entry into Salesforce, providing to customer, and following up on quotes
- Support team of account managers by generating custom quotes
- Willingness to serve all types of customers, cooperating and focusing on solving problems.
- Establishes rapport and implements processes that assist in increasing business with the customer.
- Handling customer orders; entry of sales orders, checking for accuracy, following up on status
- Primary contact for customer requirements
- Commits to telephone time with customers on a regular basis, including assisting in promotional calls for special programs
- Fosters strong relationships with customers by acting on their behalf to work their internal systems in solving problems and meeting requirements
- Driven to create a great customer experience
- Works well in a team selling environment
- Edit and Mock up orders
- Send art proofs and follow up with customers
- Generate paperwork to communicate prepay requirements to prepay accounts
- Notify customers on late jobs and communicate when unable to meet required date
- Send samples to customer
- Process RGA’s and enter customer credit
- Provide information to Credit Manager for processing debits to customers
- Work with manufacturing when a move-up ship date request has been made by a customer
- Provide customer feedback to Sales Service on potential opportunities and areas of concern
- Cross sell additional products to customers
- Assists coworkers to even out workload
PHYSICAL REQUIREMENTS
Frequency Key: Rare, Occasional, Frequent or Constant. For lifting enter estimated lbs. at 10, 25, 50 or 50+
Physical Activity |
Frequency |
Sitting |
Frequent |
Standing |
Occasional |
Crouching / bending / stooping |
Occasional |
Walking, climbing stairs |
Occasional |
Climbing stairs |
Occasional |
Reaching |
Occasional |
Grasping |
Frequent |
Pushing / pulling pallets of blanks weighing in excess of 10 LBs |
Occasion |
Near vision |
Constant |
Far vision |
Constant |
Hearing |
Constant |
Talking |
Constant |
Lifting / Carrying (# lbs.) - Drums @ 500 LBs, Packaging in excess of 10 LBS |
Occasional |
Travel |
Rare |
Keyboarding |
Constant |
CORE BEHAVIORAL COMPETENCIES
- Strong job knowledge
- Quality-minded
- Self-motivated
- Strong Attention to Detail
- Adaptable
- Collaborative
- Safety-minded
- Dependable/Strong Work Ethic
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY
The individual must possess the following knowledge, skills and abilities:
- Basic computer knowledge
- Good verbal and written communication skills
- Good problem-solving ability
- Ability to work overtime
- Must submit to a background check and drug screen upon job offer
QUALIFICATION STANDARDS
Education
- High School degree. Associate or Bachelor’s degree preferred
Experience Required
- 3-5 years experience in a customer service role
- Manufacturing experience preferred