Key Responsibilities
* Enforcing core values & Key Performance Indicators (Customer satisfaction, Exceeding Budget/MIR, OTD/OTR achievement, NPI on track, PPV/PVR)
* Handling complex and demanding customers from various markets
* Ensuring customer retention and to seek organic account growth
* First Point of Contact co-ordinating between the functions of Customer, Supply Chain, Engineering, Production, Logistics, Quality and Accounts.
* All Key Account Manager duties expected in an expansive role, across multiple departments
Complex and demanding customers
* Maintain constant dialogue and visit when appropriate to achieve pre-agreed account objectives.
* Provide world class customer service and set standards in the industry
* Responsible for all aspects of customer liaison from initial enquiry, price negotiation, elements of order placement, meeting delivery deadlines and final shipment/payment.
* Meet and exceed the customer’s service expectations whilst working within the capacity and capability limits of the organisation.
* Responsible to drive all actions to mitigate any internal and external escalation.
* Maximize sales opportunities with my assigned customer accounts.
* Ensure Escatec financial measures and Department KPI’s are maintained as required (stock levels, Service Level Agreements/Manufacturing Agreements, margins/ cost recoveries etc.)
* Work in conjunction with Project Engineering on new project introductions destined for you/ your team members
* Product profitability analysis comparing quoted vs actual CBOM and transformation cost.
* Identify & drive cost hunt activities to improve on product pricing optimization.
* Commercial decision maker with support from B.U.M/P.M.
Co-ordinating all teams
* Confidence in talking to both suppliers and customers and negotiating prices at either end of the chain
* Raising of RFQ’s into the CRM system and the subsequent liaison/ coordination of departments contributing to the RFQ process
* Ensuring we understand the customer’s needs and that these needs are communicated within the business to ensure first-class service levels
Account Management duties (not limited to)
* SLA/MA implementation and ensure daily operational activities comply with signed MA clauses.
* CBoM creation and maintenance
* Ensure ESCATEC’s Customer Service Policy is implemented for customers.
* Quotation compilation and price negotiation, plus follow up and feedback.
* Contract review, order acceptance and forecast management (in conjunction with SCO)
* Prepare and manage business forecasts.
* Consignment material analysis and payment control
* Internal and external reporting (e.g. project status, stock, sales, forecasting, waterfall charts)
* Prepare Customer Service Reports and ensure internal customer business reviews are conducted effectively
* Business retention and expansion through service and improved customer satisfaction
* Review and act where necessary on Customer Satisfaction Survey Results
* Host customer visits and prepare presentations and travel when necessary to meet with customers.
* Follow up on all start-up activities (NPIs) and hold scheduled reviews for customer projects to ensure all milestones meet committed dates.
* Support/contribute to sales growth of other group companies.
* Responsible to develop/acquire new customers according to the sales strategy.
* Prepare and continually update Customer Account Development Plans for your customers and achieve agreed targets for sales and profit.
* Perform other duties as assigned at the discretion of Management.
Minimum 5 years' experience in a customer service environment
Specific Skills
* Excellent interpersonal skills
* Strong project management, business analysis and sales skills
* Excellent ability to assess situations and problem solve
* Good ability to positively motivate employees
* Ability to make decisions and determine priorities in stressful situations
* Excellent IT skills including Microsoft Office packages
* Effective communication at all levels of a business
* Excellent English language skills, both written and verbal
* Qualified to HND / HNC or equivalent
* Degree in Electrical/Electronic/Mechanical Engineering with working experience of 2 years or more in contract manufacturing.
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