*job summary*
the internal account manager will be responsible to servicing/managing customer accounts. They will be main site point of contact with the customer as well as the internal teams
*essential job duties and responsibilities*
- dedicated point of contact between multiple manufacturing facilities and customer accounts, both internally and externally.
- responsible for communicating all customer concerns and goals to the relevant site.
- complete ownership of the customer experience, i.e., order received to product shipped.
- work with the site to turnaround customer requests, and inquiries within a timely fashion.
- delegate technical issues to the appropriate individuals/functions.
- where needed, engage with the correct site team to answer technical questions.
- close collaboration with operations, quality, plm, rams and sams to ensure the optimal customer experience.
- known in the organization to be “the customer inside” and based on customer tier, respond at targeted service levels.
- understand the key internal stakeholders at a site and div. level, work to “drive” coordinated customer responses between the different parties.
- when requested, visit key customers for qbrs or critical meetings.
- identify new component opportunities by understanding interventional technologies (cross selling where possible).
- developing quotes and gaining approval on quotes when value passes defined thresholds.
- where needed work with engineering to finalize quotes
- performs other duties and responsibilities as assigned
*education and experience requirements*
*level i*
- bachelor’s degree in a related field preferred
- 5+ years’ directly related experience in lieu of education
- 3+ years’ experience in customer service management preferred
*level ii*
- bachelor’s degree in a related field preferred
- 8+ years’ directly related experience in lieu of education
- 5+ years’ experience in customer service management
*skills and abilities*
- collaborative team member and strong communication (written, verbal) skills
- good organization and time management skills
- able to work under pressure
- proficient with computers
*working conditions and physical demands*
*office environment. *to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
*travel required*
none
minimal
estimated _%