Senior Account Manager - Customer Service (Remote)

Date: May 14, 2022

Location: Roseville, MN, US

Company: Dover Corporation

Job Summary: 

The Senior Account Manager focuses the delivery of customer service to a subset of strategic customers. These accounts can be direct customers or distributors and are often linked across multiple sites, tiered transactional relationships and global locations. The Account Manager will focus and coordinate with the specific Bio customer workstream.   The Senior Global Customer Service Account Manager is responsible for coordinating CPC response and communications regarding customer orders and service requests. This position exhibits product and market knowledge, and works closely with a variety of customers’ departments, CPC and distributor sales teams, CPC operations and suppliers, and product designers to ensure customer satisfaction and CPC sales growth.

Essential Responsibilities:

  • Product line daily responsibilities:   Responsible for managing Oracle exception and available-to-promise processes to provide specific customers with the most accurate dates throughout the sales order cycle.   
    • Work collaboratively with Supply Chain, Sales and the rest of Customer Service team to proactively request production jobs, re-prioritize customer orders to meet service level of Bio customers.
    • Produce and review Open Order report and present to customer weekly.    
  • Liaison with the following teams:
    • CSF:  Communicate Bio updates and issues that will impact the product line.      
    • Customer:  Handle customer escalations, quality issues and management of all orders under specific customers.   
    • Quality:  Review Bio quality issues and determine next steps with customers, production, and quality teams.   Translate issues into a delivery date that can be provided to a customer. 
    • Sales Teams:  Obtain Bio forecasts from customers/sales team.  Communicate any quality / customer impacting issues to RSM team.
    • Planning/Supply Chain:  Request production jobs and expedites.  Review BOM for any issues that need to be escalated.    
  • Responsible for CSF portion of product quality:   Coordinate with quality team, supply chain and business units on Bio product quality issues.  Responsible for part allocation / communication to CSF team.   
  • Other responsibilities:
    • Communicate to customers, sales, and internal co-workers in a responsive, professional, and empathetic manner
    • Make consistent decisions utilizing process and policy guidelines.  Make customer concessions when needed for customer satisfaction.
    • Work closely with Business Unit Managers, Sales team, IT to ensure customer satisfaction.
    • Recognize gaps in process / policy at department and company level. Develop department and cross-functional processes for enhanced customer experiences.

 Basic Qualifications:

  • Bachelor’s degree in business, marketing, communications, supply chain
  • 10+ years in account management/customer service
  • Excellent interpersonal and communication skills.
  • High degree of problem solving and decision making.
  • Advanced skills in data analytics and MS Excel

 

Preferred Qualifications:

  • 3+ years Oracle or complex ERP systems experience
  • Supply Chain – understanding of Bill of Materials, manufacturing processes.  1 year of manufacturing experience is a plus.
  • Technical Aptitude 

 

Supervision:  none

Travel: May include up to 5%.

This job description is not designed to contain a comprehensive list of tasks, responsibilities or duties.  Colder Products Company reserves the right to amend to meet legal, business and organizational requirements as necessary.


Nearest Major Market: Minneapolis

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