This position is responsible for managing the Customer Account Management Team. The position will be responsible for overseeing all facets of customer service activities, including case management, project management, and customer engagement. This will include the order entry process, quote proposal follow-ups, coordinating all forecast and demand planning activities (Forecast Scheduling, Performance to Schedule, and Forecast Analysis) with Operations, Production and Process Engineering, Quality and Procurement.
The position is also responsible for collaborating with internal stakeholders to resolve all planning related issues, utilizing interpersonal skills and professional standards to ensure the on-time delivery of product to customers in compliance with safety, quality standards and performance to scheduled targets.
This position will also be the company’s Champion of a ‘Customer First’ culture. This entails ensuring the company is focused on superior customer service.
Primary Responsibilities:
· Directly manage sales coordinators and customer service process
· Develop and master knowledge of entire customer order process
· Facilitate daily communication between inside sales and BDM on status of quotes/ orders
· Responsible for management of daily tasks and setting priorities independently for team of account managers.
· Day to day operational responsibility for quotes, managing daily output and customer response to drive a sales-oriented culture impacting general business operations
· Exercise discretion and independent judgment in prioritizing tasks which affect operations and sales
· Ability to qualify and understand incoming customer requests.
· Implement and drive culture of customer follow up and rapid response to RFQs.
· Manage opportunities and customer interaction in Salesforce with priority on developing and using tools to track and more effectively the manage sales process and follow up.
· Reviews prints, plans, and other customer documents to develop and prepare quotations. This entails working with all internal departments to compile the required information to prepare the quotation.
· Interface effectively with engineering, planning, and manufacturing departments on various issues concerning product specifications and order delivery timelines.
· Utilize company software and other means to develop costs, product structure and routings to ensure manufacturability.
· Performs other duties as assigned.
Knowledge, Skills, and Abilities Required
· Excellent communication skills and a customer first mindset
· Ability to make decisions on matters of significance which affect company performance
· Ability to work well with other team members.
· Able to read engineering drawings and understand technical requirements.
· Ability to focus attention on details.
· Ability to write reports, correspond with customers via work excel and power point. Ability to effectively present information and respond to questions from internal managers, customers, and prospects.
· Ability to define problems, collect data, establish facts, and draw valid conclusions.
· Proficient in PC computer skills Word, Excel, Salesforce experience a plus
· Must be able to effectively communicate with all levels of personnel.
· 5-10 years’ experience in prior inside customer service or customer success role.
· Bachelor’s degree
Equal Employment Opportunity
It is the policy of Fotofab to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race (including natural hair and hairstyles including afros, braids, twists, and locks), religion (including religious dress and grooming practices), creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex (including pregnancy, breastfeeding, lactation, and related medical conditions), gender, gender identity, gender expression, age, sexual orientation, or military and veteran status or any other classification protected by applicable local, state or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. Reasonable accommodation is available for qualified individuals with disabilities, upon request.
Job Type: Full-time
Pay: $85,000.00 - $140,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Paid time off
- Retirement plan
- Tuition reimbursement
- Vision insurance
Shift:
Weekly day range:
Experience:
- Management: 3 years (Required)
- Manufacturing: 3 years (Required)
Shift availability:
Ability to Commute:
- Anaheim, CA 92807 (Required)
Work Location: In person