Strategic Account Manger

**Strategic Account Manger - COM**

**Description**

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

Performs order management tasks for a specific set of customers/accounts; has responsibility for the entire order life cycle (order entry, order modification, invoicing, credits/debits, logistics documentation)

Provides consultative, order life cycle support information to customers (lead time, availability, minor technical support, and policy), making recommendations and providing guidance

Acts as single-point-of-contact to the customer for order inquiries and escalations; Manage escalations to closure

Continuously demonstrates customer support excellence (compassion, empathy, support) in all communications and interactions

Liaises with internal production, planning & materials teams to ensure prompt, accurate and timely order throughput including achievement of financial targets

Communicates with staff from other functional areas such as sales, warehouse and logistics to confirm the status of orders and resolve customer queries

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

Supports customer visits

Participates in continuous improvement 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.

**Education, Licenses, Certifications**

College, university, or equivalent degree

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

**Experience**

0-2 years customer order management; customer-facing; supply chain/logistics; international trade experience preferred
- Act as single-point-of-contact for the account across regions and plants to resolve any order processing, scheduling, and shipping queries.Analyse and resolve complex customer issues with mínimal supervision, knowing when to escalate Leadership.
- Coordinate with Regional Sales, Engineering, Logistics, Materials, Production Planning, and other teams to facilitate the order life-cycle and to meet critical customer deliveries.
- Project manage large and/or complex account projects through order life-cycle to deliver critical orders on time. Partner with Global Strategic Accounts team and regional customers to provide consultative, order life cycle support (e.g. lead time, availability, order entry, order modification, minor technical support, logistics, and policy), making recommendations and providing guidance.
- Track orders across regions and plants utilizing varied systems and tools to regularly communicate updates and consolidated order boards to appropriate audiences.
- Continuously demonstrate customer support excellence (compassion, empathy, support) in all communications and interactions. Monitor demand forecast for assigned accounts for effective account planning and tracking. Liais