Senior Customer Account Representative; On-Site

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The Senior Customer Account Representative, Global Production Support (GPS), is responsible for building customer relationships and driving growth within assigned accounts through the sale of replacement parts and after-sales solutions. GPS supports customers throughout the production lifecycle by providing replacement parts support, technical product guidance, and solutions that help optimize equipment performance and uptime. Through proactive account management, customer engagement, and cross-functional collaboration, the Senior Customer Account Representative identifies growth opportunities, delivers an exceptional customer experience, and achieves established sales goals.

Customer Relationship Management

• Develop and manage relationships with multiple customer accounts through inbound and outbound communications and regular customer interactions.
• Conduct customer site visits to strengthen existing relationships and establish new contacts.
• Proactively engage with customers to understand current and future needs and recommend appropriate solutions.
• Build rapport with customers by explaining product and service capabilities and addressing objections effectively.
• Assist with customer escalations and requests, ensuring timely and effective resolution.

Sales Growth and Account Development

• Partner with internal cross-functional teams to identify sales opportunities and generate leads within existing accounts.
• Analyze customer order history, machine history, and business requirements to develop recommendations that increase parts sales.
• Meet established monthly sales quotas and key performance indicators (KPIs).

• Collaborate with the Sales Manager and other team members to assist in developing pricing strategies for assigned accounts.

Order Processing and Customer Support

• Prepare quotations, process orders, and communicate lead times and estimated delivery dates to customers.
• Investigate and process warranty claims and returned goods authorizations (RGAs).
• Coordinate with internal departments to expedite orders and prioritize shipments as necessary.
• Coordinate the inclusion of all necessary documentation with shipments, such as product prints, Material Safety Data Sheet (MSDS) sheets, certifications, and special handling instructions.
• Monitor and track delayed purchase orders and shop orders, collaborating with Supply Chain team members to identify issues, drive improvements, and support on-time delivery.

CRM and Data Management

• Maintain accurate and up-to-date customer and contact records within the CRM system.
• Manage applicable customer activities and opportunities in the CRM system to ensure visibility, accountability, and timely follow-up.
• Maintain accurate and current customer contact records and execution notes, enabling team members, management, and account backups to seamlessly support and execute customer requirements.

Process Improvement and Other Activities

• Mentor and train new team members and support ongoing training for existing employees.
• Partner with management to develop and implement best practices related to customer service and account management.
• Create, update, and maintain GPS Inside Sales work instructions and documentation.
• Collaborate with sales and operations teams to develop and execute strategies for reducing excess inventory through customer sales opportunities, product substitutions, and inventory redeployment.
• Maintain familiarity with all major customer accounts and serve as a backup resource when needed.

Education and Experience

• Associate degree or equivalent combination of education and experience required.
• Minimum of five (5) years of experience in manufacturing, customer service, account management, or inside sales environment.
• Proven success in inside sales and account growth.
• Experience leading projects and implementing process improvements.

• Strong technical aptitude with the ability to learn and understand customer equipment and applications, JOA equipment and business processes.
• Demonstrated mechanical aptitude with the ability to understand, troubleshoot, and work with mechanical systems, equipment, and components preferred.
• Ability to…