The Account Manager coordinates and supports order management for and ensures on-time delivery of quality parts and assemblies for specific customer(s), while maintaining excellent customer satisfaction through strong relationship management. The Account Manager communicates relevant information about products, services, orders, complaints, lead times, and delivery schedules. This is an On-Site Day Shift position.

Essential Duties:

• Serve as key point of contact between Shields and the customer, building strong relationships, ensuring complete satisfaction with our products and service.
• Identify customer requirements, acquire customer paperwork, communicate job status, and resolve issues with customers while maintaining a cooperative working relationship.
• Responsible for maintaining existing company accounts, utilizing company resources to keep track of sales, strategies and goals.
• Assist Sales and Marketing by providing forecast data as required.
• Responsible for creating quotes and and providing related customer specifications.
• Perform contract review of new customer orders.
• Maintain and update customer and order records with changes in database with a high degree of accuracy; communicate, monitor and assure order completion through invoicing.
• Maintain accurate records in email and in the E2 database feedback module of customer interactions and problem resolutions.
• Update and maintain customer portals/dashboards with updates to customer purchase orders.
• Responsible for understanding the customer's organization and structure, know the customer's product/services and staying aware of customer news and changes.
• Communicate with customers by telephone, email, or in person to provide information about products, take and enter orders, and respond to inquiries and complaints.
• Assist with customer satisfaction survey process
• Perform day to day administrative tasks such as maintaining customer order files, customer records, and other information in both paper and electronic form.
• Continuously enhance technical knowledge of products and customer base.
• Recommend improvements to processes and procedures, and maintain an attitude of continuous improvement.

Education/Qualifications:

• Associates Degree or equivalent relevant work experience.
• Minimum 3 years' account management or customer service experience in a relevant manufacturing industry.
• Demonstrated experience meeting deadlines and utilizing effective multi-tasking skills.
• Knowledge of principles and processes for providing customer service, including customer needs assessment, understanding of quality standards, and evaluation of customer satisfaction.
• Knowledge of principles involved in the production of precision technical products including raw materials, production processes, quality control, and cost analysis.
• Experience with Microsoft Outlook, Word, Excel, and an ERP / MRP computer system (E2 preferred).
• Meticulous attention to detail and ability to stay extremely organized in a fast moving environment.
• Good communication skills (written and verbal). Effectively presents information, responds and follows-up on questions and inquiries from customers, managers and peers.
• Phenomenal teamwork skills. We are a team through-and-through, and our success is entirely dependent on working together.
• Maintain a service orientation - actively looking for ways to help people, including external customers, internal customers, and co-workers.
• A passion for working with customers, helping them succeed, and building strong and long-lasting relationships with them.
• Great listening skills, honed-in to figure out how you can best support customers while also collecting important feedback to help guide the management team.
• Demonstrated experience dealing with unpleasant or angry people while maintaining composure, controlling anger, and being sensitive to others' needs and feelings.
• Basic understanding of engineering drawings, blueprints, and technical specifications.

Precinmac, and Viper Northwest, and Shields Manufacturing are Equal Opportunity Employers committed to maintaining a working environment free from discrimination on the basis of race, color, religion, national origin, pregnancy, gender identity, sexual orientation, marital/civil union status, ancestry, place of birth, age, citizenship status, veteran status, political affiliation, genetic information or disability, as defined and required by state and federal laws. Additionally, we prohibit retaliation against individuals who oppose such discrimination and harassment or who participate in an equal opportunity investigation.