Nissha Medical Technologies Customer Account Manager in Norwalk, Ohio
Customer Account Manager
Title: Customer Account Manager
Department: Client Services
Location: Norwalk, OH
The role of the Customer Account Manager is to plan, execute and undertake projects and activities that provide exceptional service to both internal and external customers. The CAM position requires strong decision-making skills and will require little supervision. This includes acquiring resources and coordinating the efforts of team members, customers and other parties to meet and exceed customer expectations on projects and production goals.
ESSENTIAL DUTIES AND RESPONSIBILITIES (other duties may be assigned)
The idea candidate will coordinate all activities related to the general management of the assigned accounts by performing the following duties with limited supervision and decision-making authority:
Follow Employee guidelines and Quality System Regulations as defined by Nissha Medical Technologies practices, policies and Standard Operating Procedures to ensure that customer requirements and industry standards and or regulations are met.
Demonstrates knowledge and acts in accordance with NMT’s Employee Guidelines and applicable quality standards as outlined in NMT’s Quality Manual.
Provide exceptional Customer Service by communicating effectively and professionally with both internal and external customers.
When negotiating pricing changes or additional charges for customers ensure we are meeting the customer requests as well as keeping NMT’s profitability in mind.
Maintain thorough knowledge of assigned customer’s business and relationship status.
Review customer pricing on an annual basis. Decide if a price increase is needed based on past margins, material increases, volume decreases, design changes, etc.
Conduct monthly, quarterly and or annual business reviews for all key accounts that require this per contractual reasons or other.
Track all open sales orders and report any updates or challenges to the customer.
Receive and process customer complaints and RMA’s.
Plan, schedule, facilitate and take notes for customer visits.
Provide revenue forecast projections as required on assigned accounts.
Make daily decisions on assigned accounts that effect NMT’s profitability.
Support the Sales Department in developing new opportunities with new and existing accounts.
Abide by all safety and security rules set forth by the company and regulatory agencies.
Regular attendance is required.
Qualifications & Experience
3 -5 years of Account Management experience or 2 - 4 years of Project Management Experience
Previous experience with ERP Systems highly preferred.
Previous experience with Microsoft programs.
1-3 Years of experience with customer contract tracking software.
- A minimum of a bachelor’s degree or equivalent experience
Knowledge, Skills, & Abilities
Ability to effectively communicate with customers and other NMT team members across a broad spectrum of disciplines.
Ability to effectively prioritize and execute tasks.
Ability to make financial decision on accounts without direct supervision.
Ability to display proficiency in the use of ERP software.
Ability to proficiently use MS Word, MS Excel, MS Outlook, MS PowerPoint.
Ability to perform daily duties with limited supervision and decision-making ability.
Ability to develop, create and provide accurate revenue forecasts for assigned customers.
Display a willingness to provide assistance and guidance to co-workers by possessing a solid understanding of all essential duties and responsibilities.
Be persuasive, encouraging and motivating.
Possess strong interpersonal communication skills and negotiation skills.
Experience at working both independently and in a team-oriented, collaborative environments is essential.
Can conform and remain flexible to shifting priorities, demands and timelines using analytical and problem-solving capabilities.
Ability to elicit cooperation from a wide variety of sources including upper management as well as other departments.
Take pride and ownership of work to defuse tension without defensiveness and to regain focus with both internal and external customers.
Adept at conducting research into customer order and project related issues.
Possesses a solid understanding of the company’s reporting needs and has the ability to provide complete and accurate reports.
This position requires the physical ability to:
Frequently remain in a sitting position for long periods of time.
Occasionally move between buildings and offices (campus environment).
Frequently operate a computer and other office equipment.
Constantly and successfully communicate with employees, managers, and members of the public, in person and on the phone, regarding sensitive matters.
Occasionally lift and move up to 20 pounds.
Perform repetitive tasks using wrists, hands and fingers
Some overtime may be required depending on project timeline.
Special Work Conditions
- This position is exposed to quiet office noise level except when required to go into the production areas where there is exposure to loud machine noise.