Customer Relations Team Lead

Franklin Forge | iAutomation
9 Forge Parkway
Franklin Town, MA 02038, USA

The Lead Customer Account Specialist has supervision of 3‑5 Customer Account Specialists, builds relationships with our customers and collaborates with internal teams to solve challenging customer needs. You will utilize our processes and technology to manage shipments and communicate updates to the customer and our internal teams. You will be partnered with our sales professionals to manage the customer’s account from order entry through shipment, proactively addressing changes to meet on‑time delivery and quality customer metrics.

• Supervise 3‑5 Customer Account Specialists
• Data Entry into the ERP System
• Command of general order entry skills
• Fills orders by transferring orders to fulfillment; communicating expected delivery dates; communicating tracking and follow up information regarding customer orders
• Generating, reviewing and analyzing reports related to customer and sales activity
• Quoting products and services
• Generate and recommend additional products for customer by identifying customer needs/application
• Generate and recommend additional products due to command of product knowledge
• Product selection
• Quote follow up including answering customer questions on pricing, product and lead time
• Independent margin adjustments within designated approval matrix
• Meet company sales goals
• Recognize and resolve customer needs including selecting and explaining the best solution for the customer and expediting corrections or adjustments
• Proactive customer service
• Work with other departments to exceed customer expectations
• Build and maintain sustainable customer and internal department relationships
• Recognizing and documenting Sales Leads
• Route qualified opportunities to the appropriate sales executives and teams for further development and closure.
• Maintain (and expand) database of prospects
• Technical understanding of products offered
• Ability to supervise fellow employees as an active supervisor
• Delegating tasks
• Monitoring team performance and daily activities with staff
• Assist team by performing tasks with them
• Travel as needed to other facilities
• Resource for departmental training and development
• Handling both customer and staff complaints
• Help to hire new staff and onboarding
• Reporting to senior management and personnel when required
• Assisting with development and implementation of policies (and explaining these to team).
• Escalate issues to Manager

Requires a high school diploma, 4‑year degree preferred but not required with adequate experience, and a minimum of 4 years of experience in a sales‑related environment (e.g.: customer service, outside/inside sales, technical sales, purchasing, etc.)

• Industrial experience required
• Distribution experience preferred
• Ability to work in a high volume, fast paced business

Salary Range
: $76,500 – $93,500 annually. This range reflects the expected base pay for this position in Massachusetts and is based on internal equity. Actual compensation may vary based on experience, qualifications, and performance.

• Principals ONLY – No Third‑Party Recruiters

iAutomation Supports Equal Opportunity Employment & Diversity.

Equal Opportunity Employer

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