Cold Chain Technologies, LLC. is seeking a Jr. Customer Account Manager who will work closely with assigned Business Development Managers to manage client programs throughout their lifecycle. The role involves providing exceptional customer service, managing strategic accounts, and identifying opportunities for improvement.
Responsibilities
- Manage and provide exceptional customer service to assigned BDM(s) and their client base:
- Quote and maintain pricing for assigned clients
- Document all non-order activities in Customer Relationship Management (CRM) system
- Maintain and update account notes for all delivery locations
- Set-up and maintain e-Commerce templates for assigned clients
- Problem investigation and resolution regarding, orders, pricing, and customer complaints
- Manage day to day activities of strategic accounts:
- Communicate regularly with strategic accounts
- Act as decision maker for strategic account orders
- Act as first point of contact of escalation
- Interact with Supply Chain to resolve issues
- Oversee custom sample process for strategic accounts
- Manage assigned client programs through their lifecycle including; initiation, planning, execution, and monitoring
- Collaborate and build strong relationships with key stake holders and internal teams to support needs of the BDM and their clients
- Educate customers and team about additional products and services which are available
- Qualify leads and inquiries – distribute to appropriate parties as required
- Create and monitor customer stocking agreements in CRM system against monthly actual usage trends and implement or recommend updates as required
- Recommend opportunities for new projects, products or services to BDM and/or the client
- Prepare quarterly usage forecasts for review with BDM and other leadership
- Attend Quarterly Business Reviews (QBRs) with BDM as required
- Follow up on assigned new leads within the BDM’s territory
- Identify opportunities for improvement with order and/or delivery operations and implement or recommend improvements as required
- Participate in team, customer or departmental tasks/projects as assigned by manager
- Cross train on accounts as assigned by manager
- Follow company policies, procedures, designated SOPs and Work Instructions
- Comply with all safety guidelines and standards as dictated by 5S practices
- Maintain and promote both an environment of continuous improvement and lean manufacturing practices
- Ad hoc projects and other duties as assigned
Skills
- Minimum 1+ years' experience in customer service sales support role
- Exceptional written and verbal communication skills
- Strong interpersonal skills and ability to work with others in a positive and collaborative manner always
- Must be able to work in a fast-paced environment with minimal supervision; be flexible, be able to prioritize competing deadlines, be able to adapt to changes, understand urgency and when to escalate
- Proven time management skills; organized with strong attention to detail and outstanding follow up
- Ability to handle stressful situations, multi task, and problem solve
- Experience working in an ERP system including reviewing purchase orders in an order management system and the Customer Relationship Management (CRM) application
- Highly Proficient MS Office skills (Outlook, Word, Excel, PowerPoint)
- Bachelor's degree preferred
- Experience working with an ERP system: 1 year
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Company Overview
CCT is a provider of insulated thermal packaging solutions that protect the integrity of temperature-sensitive products. It was founded in 1967, and is headquartered in Franklin, Massachusetts, USA, with a workforce of 1001-5000 employees. Its website is https://www.coldchaintech.com.
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