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6 months ago
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Customer Account Services


Ametek
Location: Eden Prairie, Minnesota
Job type: Permanent
Sector: Operations
Category: Security & Fire Service
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Job ID #: 10833
Location: US - Minnesota - Eden Prairie
Functional Area: Customer Support
Division: EMG - Engineered Medical Components
Position Type: Full-Time Regular
Education Required: Not Indicated
Experience Required: 1 - 3 Years
Relocation Provided: No
Hours of Work:
Travel Percentage: 0
Shift: Other

Position Description

Summary of Position
Our mission is to provide enabling global solutions to our medical technology customers by offering a full breath of premier account services including order fulfillment, inventory management, supply chain consolidation, and logistics.
The Customer Account Services Representative serves as the primary, daily contact for the assigned set of customers. They are responsible for building and maintaining strong business relationships with their key accounts. Interfaces with other departments to meet and exceed overall service goals for each customer and the company. This person provides facilitation within their customer focus team and drives day to day activities within the teams.
The Customer Account Services Representative is responsible for providing a full range of account services to Ametek customers including order fulfillment, inventory management, supply chain consolidation, and logistics services. They will directly contribute to the full customer experience.

1. Follows current and future processes defined by the department.
2. Contract review on customer’s new and change orders.
3. Order entry of customer’s new and change orders.
4. Enters finalized quotes into territory/accounts.
5. Begins the Returned Goods Authorization (RGA) process for customer returns.
6. Implements and signs off for Engineering Change Notification (ECN).
7. Review and disposition of Finished Goods Inventory.
8. Maintains enterprise resource planning (ERP) system by establishing customer file and entering information.
9. Runs and reviews daily customer order/shipment reporting.
10. Facilitate customer focus team meetings.
11. Other duties as assigned.
Additional Responsibilities
1. Generates sales quotes for new opportunities.
2. Expedites customer orders through Purchasing and Scheduling; escalates delivery issues to Commercial teams as necessary.
3. Manages approval and customer complaint process.
4. Plans and schedules customer products according to the customer agreements.
5. Proactive and timely review of customer contracts, which includes forecasting and safety stock management.
6. Provides Commercial teams with estimates of future orders.
7. Acts as a liaison between Commercial Sales team and the production facilities.
8. Publishes agenda and meeting minutes for Customer Focus Team (CFT) calls.
9. Publishes agenda and meeting minutes for customer calls.
10. Coordinates customer meetings/visits with MFG location.
11. Services accounts base business, including quoting process.
12. Some travel to customer sites/MFG sites as host.
13. Proactively communicate updates, issues, changes, etc. with customers, preferably with a dashboard.
14. Reports on customer satisfaction weekly to Management.
15. Other duties as assigned.
Customer Relationship Management
1. Proactive review and support of customer delivery and quality metrics and results.
2. Manage month and quarter end customer orders and shipments to meet sales forecasts, including identifying pull-in orders.
3. Identify, report, and manage customer complaint process.
4. Uses flexibility and creativity to address customer’s needs and concerns.
5. Works closely with other functional team members on a focus team to support our customers.
6. Supports and drives customer satisfaction for focus team and company.
7. Responsible for proactive and effective customer managed inventory systems.
8. Proactively manages customer score card process to achieve highest possible customer satisfaction indices, including proactive engagement of internal functional teams to address customer issues.
9. Works collaboratively with field sales and internal teams to manage RFQs and quoting.
10. In working with customer, inquiries about new business opportunities.

Position Requirements

Position Requirements
1. Ability to multi-task, organize, and prioritize while maintaining flexibility.
2. Ability to demonstrate the sense of urgency in a professional and encouraging manner.
3. Ability to analyze data to make business decisions about costs, planning and scheduling per customer supply agreements
4. Experience in vendor managed inventory systems.
5. Experience in transacting CAS activities globally, and across multi-national working groups
6. Must be proficient in Excel.
7. Medical Industry experience preferred.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
Job ID #: 10833
Location: US - Minnesota - Eden Prairie
Functional Area: Customer Support
Division: EMG - Engineered Medical Components
Position Type: Full-Time Regular
Education Required: Not Indicated
Experience Required: 1 - 3 Years
Relocation Provided: No
Hours of Work:
Travel Percentage: 0
Shift: Other

Position Description

Summary of Position
Our mission is to provide enabling global solutions to our medical technology customers by offering a full breath of premier account services including order fulfillment, inventory management, supply chain consolidation, and logistics.
The Customer Account Services Representative serves as the primary, daily contact for the assigned set of customers. They are responsible for building and maintaining strong business relationships with their key accounts. Interfaces with other departments to meet and exceed overall service goals for each customer and the company. This person provides facilitation within their customer focus team and drives day to day activities within the teams.
The Customer Account Services Representative is responsible for providing a full range of account services to Ametek customers including order fulfillment, inventory management, supply chain consolidation, and logistics services. They will directly contribute to the full customer experience.

1. Follows current and future processes defined by the department.
2. Contract review on customer’s new and change orders.
3. Order entry of customer’s new and change orders.
4. Enters finalized quotes into territory/accounts.
5. Begins the Returned Goods Authorization (RGA) process for customer returns.
6. Implements and signs off for Engineering Change Notification (ECN).
7. Review and disposition of Finished Goods Inventory.
8. Maintains enterprise resource planning (ERP) system by establishing customer file and entering information.
9. Runs and reviews daily customer order/shipment reporting.
10. Facilitate customer focus team meetings.
11. Other duties as assigned.
Additional Responsibilities
1. Generates sales quotes for new opportunities.
2. Expedites customer orders through Purchasing and Scheduling; escalates delivery issues to Commercial teams as necessary.
3. Manages approval and customer complaint process.
4. Plans and schedules customer products according to the customer agreements.
5. Proactive and timely review of customer contracts, which includes forecasting and safety stock management.
6. Provides Commercial teams with estimates of future orders.
7. Acts as a liaison between Commercial Sales team and the production facilities.
8. Publishes agenda and meeting minutes for Customer Focus Team (CFT) calls.
9. Publishes agenda and meeting minutes for customer calls.
10. Coordinates customer meetings/visits with MFG location.
11. Services accounts base business, including quoting process.
12. Some travel to customer sites/MFG sites as host.
13. Proactively communicate updates, issues, changes, etc. with customers, preferably with a dashboard.
14. Reports on customer satisfaction weekly to Management.
15. Other duties as assigned.
Customer Relationship Management
1. Proactive review and support of customer delivery and quality metrics and results.
2. Manage month and quarter end customer orders and shipments to meet sales forecasts, including identifying pull-in orders.
3. Identify, report, and manage customer complaint process.
4. Uses flexibility and creativity to address customer’s needs and concerns.
5. Works closely with other functional team members on a focus team to support our customers.
6. Supports and drives customer satisfaction for focus team and company.
7. Responsible for proactive and effective customer managed inventory systems.
8. Proactively manages customer score card process to achieve highest possible customer satisfaction indices, including proactive engagement of internal functional teams to address customer issues.
9. Works collaboratively with field sales and internal teams to manage RFQs and quoting.
10. In working with customer, inquiries about new business opportunities.

Position Requirements

Position Requirements
1. Ability to multi-task, organize, and prioritize while maintaining flexibility.
2. Ability to demonstrate the sense of urgency in a professional and encouraging manner.
3. Ability to analyze data to make business decisions about costs, planning and scheduling per customer supply agreements
4. Experience in vendor managed inventory systems.
5. Experience in transacting CAS activities globally, and across multi-national working groups
6. Must be proficient in Excel.
7. Medical Industry experience preferred.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
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