Job summary
the internal account manager will be responsible for servicing/managing customer accounts.
they will be the 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.
engage with the correct site team to answer technical questions, when needed.
collaborate closely with operations, quality, plm, rams and sams to ensure the optimal customer experience.
known in the organization as "the customer inside" and respond at targeted service levels based on customer tier.
understand key internal stakeholders at a site and division level, driving coordinated customer responses between the parties.
visit key customers for qbrs or critical meetings when requested.
identify new component opportunities by understanding interventional technologies (cross‐selling where possible).
develop quotes and obtain approval on quotes when value passes defined thresholds.
work with engineering to finalize quotes, when needed.
perform 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 with strong written and verbal communication skills.
good organization and time‐management skills.
ability to work under pressure.
proficiency 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
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