Senior Customer Key Account Representative

Customer Service & Support Representative

The primary responsibility for this position will be focused on building and maintaining strong customer service & support relationships with Marki's key customers. This role involves close interaction with our key customers including, but not limited to, quoting, order review & entry, and cross-functional/inter-departmental collaboration.

Intake and process customer requests for quotations, including accurate pricing, lead times and any other special/exception items.

Customer vetting, creation, setup and maintenance in the ERP system, including End Use/End User approval and maintenance.

Review, process, and manage Government Priority Rated Orders (DPAS), ensuring compliance with applicable regulations, proper identification within the ERP system, prioritization, internal communication, and coordination with Planning, Production, and Shipping to meet government requirements.

Customer support in assigned geographic area and strong ability to back-up/cover other team members (domestic and international customers), when needed.

Build and maintain a strong partnership with the outside sales team, manufacturing sales reps, and resellers, Distribution Channels and Exporters to provide exceptional customer service and timely communication.

Coordinate with Program Management, Legal, and the Marki Operations Teams to ensure to ensure customer requirements are properly documented, agreed upon and executed.

Cross-functional coordination with key Marki teams to problem solve, primarily customer issues while working under methodical guidelines.

Provide documentation of processes and procedures, as requested.

Cross-training with the internal team, as needed.

Proactively summarize and report to management, if/when escalation is needed.

Track, update, and maintain Backlog

Bachelor's degree from four-year college or university, or one to two years of related experience and/or training, or equivalent combination of education and experience.

7-10 minimum work experience required in customer service/key account management

Strong written and verbal communications skills

Sales support and administration required

Previous export compliance experience, highly preferred

Experience in managing Custom & HiRel product markets highly desired, but not required

Ability to adapt to change and manage demands on time

Self-motivated and driven, takes initiative, and works well independently, and attention to detail

Flexible, dependable and organized

Motivated to learn and provide recommendations for improvement

Computer skills required (intermediate/advanced): ERP systems, Microsoft Office programs

Able to perform repetitive tasks with high degree of accuracy

Team player with good communication and interpersonal skills.

Able to organize and manage multiple, simultaneous projects and priorities; generate and analyze data quickly and efficiently to meet time-to-market needs.

Commitment to work with a hands-on approach in a team atmosphere.

Business Acumen:
Awareness and knowledge of and insight into the organization's vision, structure, culture, philosophy, operating principles, values, and code of ethics; ability to apply this understanding appropriately to diverse situations.

Change:
Knowledge of and ability to align the organization's people and culture with changes in business strategy, organizational structure, technology and business processes.

Communication:
Successful communication involves five components. Verbal communication refers to your ability to speak clearly and concisely. Nonverbal communication includes the capacity to project positive body language and facial expressions. Written communication refers to your skillfulness in composing text messages, reports, and other types of documents. Visual communication involves your ability to relay information using pictures and other visual aids. Active listening should also be considered a key communication soft skill because it helps you listen to and actually hear what others say.

Strategic Thinking:
Understands business issues and opportunities and translates or aligns them to a vision, strategy and plans to chart a course of action.

Teamwork:
Collaborate with others to achieve common goals. Build strong, positive working relationships with supervisor and team members/coworkers. Exercise the ability to compromise and be adaptable.

Problem-Solving / Critical Thinking:
Ability to balance the needs of different people in a solution to a problem. Able to meet the needs of different constituents in the solution of a problem. Able to solve problems with multiple criteria that need to be met. Identifies and assesses all potential responses to a problem.

Integrity / Work Ethic:
Deal with Conflict Properly. Report Unethical Behavior. Be upfront about your short comings. Be willing to do hard work. Take accountability for your actions. Be a team player. Respect others. Don't abuse your power.…