Customer Service Account Manager

Job Summary

Create, manage, and execute the Skybox customer experience according to the Customer Service Team mission and service level expectations for assigned accounts.

Manage and coordinate the Skybox Customer Facing Teams to deliver (1) Prompt, accurate, friendly, communication, (2) Ensure customer requests are fulfilled accurately and on time. (3) Proactively Manage assigned accounts by building and maintaining relationships within the customer organization.

The Account Manager will be the point of contact to assure quality control and execution for assigned Accounts.

Responsibilities

1. The Account Manager is the primary point of Customer Communication for assigned accounts.
2. Account Manager is expected to provide Assigned Accounts with customer support both during and outside normal business hours as needed. The goal is to provide our Assigned Accounts with an after-hours point of contact that can coordinate emergencies and provide support.
3. This is not intended to be the same response time as provided during normal business hours, but to provide limited support for emergencies prior to the next business day.
4. Account Managers are result orientated, meaning they will take ownership and independently work toward a resolution of the customer issue until it is resolved.
5. Account Managers set and ask for expectations from customers and team members.
6. Independently manage and resolve any quality concerns raised by customers. Account Managers will use their independent discretion to diagnose and resolve any customer concerns.
7. Independently manage production lead times on behalf of customers. Account Managers will use independent discretion to present production priorities that ensure guaranteed time frames are met for Assigned Accounts.
8. Manage ordering of inventory to ensure necessary raw materials are purchased and available to meet production schedules for Assigned Accounts.
9. Analyze Sales Trends and Opportunities in Assigned Accounts.
10. Manage budgets for Assigned Accounts to ensure net costs are in line with Sales quotes. Use independent discretion to ensure inventory, vendor and shipping costs are consistent with budgets and consult with Sales if updated quotes to customers are needed.
11. Collaborate with Sales to build lasting business relationships with assigned Primary and Secondary Assigned Account Contacts.
12. This includes seeking and recording all relevant contact information for any persons within a assigned account that influence, use, or purchase packaging.
13. Relationship building includes understanding the role and function of each contact and how Skybox impacts the work they do.
14. May include occasional on-site Customer Visits to build a deeper understanding of customer needs.
15. Manage the Quote and Sample Process for Assigned Accounts.
16. Manage Assigned Account pricing information in support of the Estimating and Sales strategy.
17. Manage and send Price lists.
18. Educate Assigned Accounts on Skybox CS Processes and systems to enhance the customer experience.
19. Manage Accounting inquiries, issues, and concerns to meet customer and Skybox requirements.
20. Initiate and Communicate Assigned Account Quality Concerns, Corrective Actions and RGA’s.
21. Manage Special Projects for Assigned Accounts.
22. Manage on Priority 1 and Priority 2 Events for Assigned Accounts.
23. Manage, direct, or execute the activities of CS Team in support of Assigned Account activities.
24. Timely Order Entry, Confirmations and Acknowledgements
25. Manage the AFA (Art for Approval) Process
26. Manage New Item Approval Process.
27. Provide prompt and accurate delivery information.
28. Proactively communicate changes in order status.
29. Ensure Orders are entered promptly and accurately.
30. Ensure Factory Tickets are entered accurately and sent to Scheduler in a timely manner.
31. Organize all New Item Paperwork to ensure that items are setup and ready to run in production when orders are placed.
32. Ensure Daily Activities are completed in a timely fashion for Assigned Accounts.
33. Proactively Manage Assigned Account Activity
34. Analyze Sales Trends and Opportunities in Assigned Accounts.
35. Work with Estimating and Sales Teams to Maximize Profitability of the Assigned Accounts.
36. Understand and Review Spec Building and Spec Maintenance in support of Estimating. Spec Creation is not a core responsibility.
37. Know the Sales and Retention Strategy for Assigned Accounts as defined in Salesforce by the salesperson in collaboration with the Sales Leadership.
38. Manage and work to improve Skybox Customer Service Processes to delight our customers.

Abilities:

• Excellent communicator (speaking, listening, writing), proactive in discussing successes, failures, concerns and ideas with customers and internal team members.
• High attention to detail.
• Self-starter and able to make independent decisions.
• Comfortable working under pressure in a fast-moving, chaotic environment with competing priorities.
• Relate comfortably to all people at all levels of the customer organization and within Skybox.
• Build trusting work relationships with Assigned Accounts and colleagues.
• Approach each day as a learner rather than a judger.
• Excellent computer skills and comfortable with technology.

Qualifications:

• Bachelor’s degree and/or 5+ Years’ experience in a Customer Service Role with a demonstrated track record of success managing high value complex relationships effectively.
• Hands on experience managing customer orders and working collaboratively with B2B buyers.
• Demonstrated track record of leading and showing measurable improvements in assigned metrics.
• Ability and willingness to travel occasionally in the US, Canada, and Mexico

Assigned Metrics:

1. Assigned Account Customer Satisfaction
2. QMCS (Quantitative Measure of Customer Satisfaction) Score
3. Assigned Account Retention and Growth
4. On Time Delivery %

WE ARE AN EQUAL OPPORTUNITY EMPLOYER.

We strive to create and maintain an inclusive and diverse workforce where everyone feels valued, respected, and included. We consider applicants for all positions without regard to age, race, color, religion, creed, sex, national origin, disability, sexual orientation, citizenship, veteran status, gender identity or any other legally protected status.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of a job.