Strategic Account Manger

**Strategic Account Manger - COM**

**Description**

Responsible for the end-to-end order life cycle for medium to complex customer accounts. Acts as single-point-of-contact for customer to resolve order processing, scheduling and shipping queries.

Owns and manages end-to-end order life cycle responsibility for medium to complex key customers

Resolves order exceptions and customer inquiries on product availability, prices, delivery times, and the status of orders so that inquiries are dealt with promptly and accurately

Liaises with functional stakeholders to mitigate short and mid-term customer constraints

Analyzes customer inquiries to identify recurring user problems, recommend solutions, and to identify where customer service can be improved. Ensures internal and external customers' expectations and requirements are met

Complies with communication plans and processes to ensure stakeholders’ needs are met

Supports Customer Order Management departmental goals and initiatives to become a more proactive customer centric organization: develops, documents, and enhances standard administrative practices as they pertain to customer communication, and order throughput processes

Identifies ideas and develops proactive communications for assigned customer base, regarding processes, policy and/or best practices

Mentors and trains new team members and provide back-up coverage across multiple accounts

Leads local continuous improvement projects and participate in global projects

**Qualifications**

**Skills**

Order Life Cycle - Demonstrates the phases of the end-to-end order life cycle, terminology and functional collaboration that enable customer orders to be fulfilled; describes how the order life cycle and customer support are interconnected to ensure an overall positive customer experience

Customer Support - Demonstrates how proactive customer support interactions are required at each phase of the order life cycle to ensure customer satisfaction; describes how customer support and the order life cycle are interconnected to ensure an overall positive customer experience.

Order Processing - Demonstrates the steps necessary to manage the processing of customer orders through order receipt, exception identification and resolution to ensure orders are fulfilled to customer requirements

Order Life Cycle Systems Knowledge - Demonstrates the steps within each system screen to process customer orders, order modifications and respond to customer queries to ensure accurate and timely order processing and query resolution.

Drives results - Consistently achieving results, even under tough circumstances.

Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Customer focus - Building strong customer relationships and delivering customer-centric solutions.

Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.

Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.

Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Balances stakeholders - Anticipating and balancing the needs of multiple stakeholders.

**Education, Licenses, Certifications**

This position may require licensing for compliance with export controls or sanctions regulations.

**Experience**

Intermediate level of relevant work experience required; customer order management; customer facing; supply chain/logistics; international trade experience preferred

Actas single-point-of-contact for the account across regions and plants to resolveany order processing, scheduling, and shipping queries.Analyse and resolvecomplex customer issues with mínimal supervision, knowing when to escalateLeadership. Coordinatewith Regional Sales, Engineering, Logistics, Materials, Production Planning,and other teams to facilitate the order life-cycle and to meet criticalcustomer deliveries. Projectmanage large and/or complex account projects through order life-cycle todeliver critical orders on time. Partner with Global Strategic Accounts teamand regional customers to provide consultative, order life cycle support (e.g.lead time, availability, order entry, order modification, minor technicalsupport, logistics, and policy), making recommendations and providing guidance. Trackorders across regions and plants utilizing varied systems and tools toregularly communicate updates and consolidated order boards to appropriateaudiences. Continuouslydemonstrate customer support excellence (compassion, empathy, support) in allcommunications and interactions. Monitor demand forecast for assigned accountsfor effective account planning and tracking. Liaises with internal production,planning, and materials teams to ensure prompt, accurate, and timely orderthroughput including achievement