SUMMARY OF POSITION:

The Account Representative is responsible for day-to-day customer account activities. Works with production to determine accurate customer information and relays that appropriately to customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

• Enters orders and quotes in a timely manner as determined by company policy.
• Serves as the main liaison between customers and internal departments (engineering, production, quality).
• Makes outbound follow-up calls to existing customers by telephone and email to follow up on quotes, obtain orders, etc.
• Handles inbound calls to convert calls into sales for existing accounts only.
• Enters and responds to customers on Quality Alerts.
• Coordinate with production to provide customers with accurate lead times, updates, and delivery schedules.
• Provides an update to customers on existing orders as requested or as changes are made.
• Communicates with other departments and management to resolve problems and expedite work.
• Resolves complaints and answers questions of customers regarding orders and timelines.
• Processes engineering change notices for changing parts and processing new parts through Engineering.
• Audits all orders; checks to see if revision changes have occurred, and then processes accordingly.
• Builds and maintains customer relationships.
• Prepares reports on business transactions. May assist in forecasting, etc.
• Enters data for current customers into the computer database.
• Assists other team members when workload permits.
• Maintains safe and clean working environment by complying with procedures, rules, and regulations.
• Adhere to all Jor-Mac and OSHA safety related work rules and procedures.
• Other duties as assigned or required.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required.

• High school diploma or general education (GED) and two to five years of previous customer service or account management experience and/or training; equivalent combination of education and experience.
• Possess a strong working knowledge of MS Office products.
• Excellent communication skills, both written and oral.
• Ability to enter orders and information via customer portals as necessary.
• Exhibit a high sense of urgency; prompt on customer follow-through and responsiveness.
• Ability to effectively present information and respond to questions from managers, customers, and co-workers.

PHYSICAL REQUIREMENTS:

While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel; occasionally required to sit and talk; frequently required to hear, walk and continuously stand and reach with hands and arms. The employee will frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision and the ability to adjust focus. The noise environment for this position is quiet.