Customer Service Manager at Ametek, Inc. in Harleysville, Pennsylvania

Job Description:

Job ID: 19606

Position Description:
POSITION SUMMARY:

This position is responsible for managing the top Strategic OEM (Domestic) Accounts and for providing a superior level of service. This position is responsible for daily communication to the independent field sales organizations, manage requests for quotations in a timely manner, communicate and expedite all new business opportunities for the Strategic accounts internally with the appropriate departments. In addition, this position is responsible for the day-to-day activities of the customer service organization and to provide commercial support to the Sales Manager and the network of independent field sales organizations.

This role could be located at any of our US facilities: Harleysville, PA; Waterbury, CT; Milford, NH

ESSENTIAL DUTIES AND RESPONSIBILITIES:

 Work with and service the top Strategic OEM Domestic Accounts with a superior level of service required for those accounts.
 Utilize “historical knowledge” from the Senior Customer Service Representatives to provide continuity to the account by maintaining current pricing strategies, contractual policies, logistical guidelines and website forecasts while providing a superior level of service.
 Service the inquires, new business opportunities and customer requests for the Strategic OEM Domestic Accounts with close working relationships with the independent field sales organizations.
 Direct the day-to-day activities of the customer service organization to ensure customer satisfaction through compliance with customer service procedures and guidelines.
 Administrate customer agreements, JIT’s, blankets, discrete purchase orders, terms & conditions, pricing and the “leads” inquiry program. Implement and document unique material for these agreements. Assist in contract negotiations.
 Direct the expedient and thorough communication to customers for inquiries, request for quotations, order status and resolving customer issues as well as supporting pricing strategies.
 Responsible for export administration documentation control and export regulation adherence.
 Perform other administrative duties as assigned by the Sales Manager.
 Develop customer service guidelines. Ensure that activities of the Customer Service department are in accordance with documented procedures.
 Assist in training new personnel and continuously develop personnel for advancement within the sales department.
 Provide role model leadership to the department in management, communications, team building and business ethics.
 Forecast rolling 3 months new bookings orders and unscheduled call offs.
 Other duties as assigned

SUPERVISORY RESPONSIBILITIES
This position is responsible for the day-to-day activities of the customer service organization and to provide commercial support to the Sales Manager and the network of independent field sales organizations. Supervise the utilization of the CRM program.

Manages subordinate leaders and is responsible for the overall direction, coordination, and evaluation of these units. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

Position Requirements:
SPECIAL KNOWLEDGE, SKILLS AND ABILITIES:

Associates degree in related field required, bachelor’s degree a plus.

Minimum 5 years’ experience in related field or equivalent experience in sales of electromechanical products required. Minimum 3 year’s extensive knowledge of the OEM market for DC motors or similar products strongly preferred.

1-3 years supervisory experience required.

Must be proficient in Microsoft Office

Must have excellent internal and external communication skills and strong customer focus. Must have the ability to effectively present information and respond to questions from all levels within and outside the organization regarding various business topics.

Must be able to work well within a team and demonstrate initiative to drive for results

Strong collaboration skills required

Must have the ability to understand, calculate and apply mathematical concepts when determining costs, price and margin percentages. Ability to review and analyze statistical data.

Must have the ability to interpret and maintain department adherence to approved pricing and order processing policies and to avowal total compliance with Sarbanes-Oxley Act within their sphere of influence.

Additional Characteristics:

Must be able to travel domestically and internationally

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We are an Equal Opportunity Employer and do not discriminate against
any employee or applicant for employment because of race, color, sex,
age, national origin, religion, sexual orientation, gender identity,
status as a veteran, and basis of disability or any other federal,
state or local protected class.

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