Summary/Objective
Rival Technologies, LLC, offers innovative products customized to meet customer specific design requirements. With 20 years of application assistance experience, we can recommend the right products to fit design and performance requirements. From components to full fabrication, Rival has the knowledge and ability to assist in finding solutions to even the most challenging applications. Plus, our expansive and flexible manufacturing vendors allow us to consistently satisfy demanding production schedules with reliable, low-cost, high-quality products.
Rival Technologies, LLC is seeking a highly ambitious individual who is sales, marketing and customer service focused to manage the customer accounts of our growing business. The Customer Account Executive (or Customer Service Manager, depending on experience) will represent Rival Technologies, LLC in a positive and professional manner, maintaining full responsibility for serving customer accounts by building strong customer loyalties. Communicate and facilitate service internally through open and honest communications and negotiations. Understand service expectations and participate in developing new and improved service processes. Develop and maintain effective relationships with key customers and potential new business. The ideal candidate has a history of success interacting with customers while managing custom projects to suit individual business needs.
The role requires liaising with the Sales, Engineering, Operations and Manufacturing groups within the company to develop solutions that also meet the customer objectives. The ideal candidate will be a skilled communicator, highly organized and detail-oriented, takes pride in their work and has the ability to juggle multiple tasks in a fast-paced environment.
Essential Functions:
- Effectively manages customer accounts using NetSuite for order entry through the fulfillment process.
- Oversees current customer service requirements and potential sales by establishing a personal rapport with customers.
- Review plans and product specifications and provides product, service, or related technical and engineering information by answering questions and requests.
- Establishes new opportunities within current clientele as well as seeking referrals from established clients.
- Follows up with customers for up-to-date forecasting and request new orders when needed
- Work with Sales and Operations/Supply Chain to establish overall customer needs and ensure the team maintains a coordinated effort in delivering on-time, quality focused products.
- Document detailed notes in a CRM including communication logs, quotes and opportunities, customer requests, and revisions.
- Provide timely formal written communications to the customers and to the internal team regarding customer needs and requests.
- Manage the product change order process, manufacturing quality concerns and troubleshooting process from the customer perspective, notifying the Engineering and Supply Chain Teams of revision level changes for products as provided by the customer.
- Manage the documentation process for order fulfillment, from inquiry to order and delivery to invoice, ensuring accuracy and customer satisfaction.
- Understand complaint issues for assigned accounts and facilitate the process.
- Interface with the customer to establish shipping schedules and special instructions, and work with urgency to communicate those decisions to Supply Chain.
- Collaborate with all departments to create and complete return authorizations in the system (RMA process).
Education and Experience Requirements:
- Bachelor’s degree required
- 5+ years of experience in sales and/or customer service
- 1+ year of manufacturing and project management experience preferred
- Must be detail-oriented, take ownership of assigned tasks, and have a strong sense of urgency.
- Excellent interpersonal skills with the ability to communicate efficiently with individuals at all seniority levels.
- The ability to work with a collaborative, cross-functional team.
- Experience working in a fast paced office setting is required.
- Comfortable with presenting to clients, big and small, both in-person and virtually.
- Strong knowledge of all aspects of customer service, marketing, quote and order preparation, and ability to work with customers on product specifications.
- Ability to deliver results under pressure, work independently, and problem solve.
- Ability to anticipate and resolve customer issues.
- Experience working with internal departments to get orders approved and completed.
- Experience in managing customer expectations.
- Experience answering technical questions regarding our many products.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Rival Technologies is a collaborative, open work environment. Team members wear numerous hats and assist each other whenever possible. Responding to customers, suppliers, and manufacturing urgently is critical to success.
The candidate must be interested in learning new things and helping develop other team members. They work to meet their commitments and request help when needed.
As a full-time member of our team, you'll enjoy a competitive salary and opportunity for a structured commission plan, as well as benefits within 90 days, and a 401k plan after one year of service. Please visit our website at www.rivalusa.com to learn more about our company.
Job Type: Full-time
Pay: $60,000.00 - $80,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Schedule:
Application Question(s):
- This is not a job for everybody. This position is high-profile and in the spotlight, being the first contact with customers. It requires multi-tasking - every day is different and will include order entry in NetSuite, customer communications through email, creating FEDEX packages for samples to go out, reporting sales numbers and manipulating excel worksheets, problem-solving, and anticipating customer needs, gathering data from different departments, and being the voice of our customer when in company meetings. Presentations and leading meetings is required. A sense of urgency is required. Taking ownership and pride in your work is required. Learning from mistakes and asking for help is required. We are a small team and we need everyone to perform at a high level. Do you think you would thrive in this type of environment? If so, please explain why.
Education:
Experience:
- Customer Service or Sales: 5 years (Required)
- manufacturing: 1 year (Preferred)
- project management: 1 year (Preferred)
- NetSuite: 3 years (Preferred)
Ability to Relocate:
- Phoenix, AZ 85023: Relocate before starting work (Required)
Work Location: In person