Business Development Account Representative

Position Title: Business Development Account Representative                     S00669 Salary Grade: 11 Non-Exempt Reports To: Supervisor – Customer Service Location: Reading, PA or Raleigh, NC Department: Customer Service Principal Purpose of Position: •    Liaison between customer and Carpenter working to provide overall support and total account management including developing knowledge of customer needs, assessing requirements and identifying solutions to issues involving scheduling/planning, inventory, pricing, forecast information, and specification interpretation with assistance.  •    Ownership and accountability for all the processes related to the daily activities of their assigned accounts.  •    Develop, maintain and grow network of relationships with internal departments to expeditiously solve a wide range of customer problems and issues encompassing logistics, planning, inventory, technical requirements, contract review, pricing, etc.  •    Participant in transactional improvement projects within customer service focusing on cost reduction, productivity improvement and customer satisfaction.  •    Participate in departmental and cross functional training to expand the depth of their knowledge of Carpenter systems, products, and processes.  •    Review activity reports and message queue on a daily basis and take appropriate action. •    Develop and maintain customer-specific account documentation.  •    Initiates proactive calls to new and existing accounts in support of selling and service strategies. •    Responsible and accountable for knowing and adhering to all corporate, department, quality, and regulatory policies.  •    Perform all other duties and special projects as assigned. General Profile  Has developed knowledge and skills in own area; may still be acquiring higher level skills. Works with moderate supervision/guidance; accountable for individual results and impact on team. Safety and Citizenship Ensures a safe workplace. Promotes ways to improve the quality of life and protect the environment in the communities in which the Company does business. POSITION REQUIREMENTS Education and Training:  •     High School diploma required.  Prefer a Two- or four-year degree from an accredited institution.  Experience:  •    Minimal experience required, prefer two or more years of customer account management experience.  Knowledge: Technical Expertise:  •    Expands knowledge and skills; applies knowledge and skills to complete a variety of day-to-day activities within own area or department. Other:  •    Understand differences in shape, size, finish & standard conditions (annealed, ground, cold finish annealed, unannealed forge quality) for all products; relies heavily on co-workers and technical resources.  •    Relationship with Parent Company or Primes  •    Knowledge of Carpenter revenue generation and cross over account requirements (if applicable)  •    Knowledge of Carpenter customer classification assignments  •    Knowledge of product use/application  •    Knowledge of VAPs  •    Knowledge of customer system(s)/EDI  •    Understanding of differences in melt types and which products generally go through each type; relies heavily on co-workers and technical resources.  •    Understands differences of basic finishes or conditions, rely on information from specification file, a previous item, or a co-worker.  •    Understands how to use IDDQ (and how information is applied, how dates are determined)  Knowledge of strategic focus areas:  •    Works with assigned Outside Sales Rep to document the annual plan with quarterly updates if necessary/applicable.  •    Participates in weekly meetings on a rotating basis, with follow-up communication to broader staff  •    Participates in employee webcast each quarter.  •    Understanding of processes required to service accounts and reason/need for them  •    Computer literacy including internet navigation and research; Microsoft Office (Word, Excel, •    PowerPoint); database use and information retrieval; mainframe applications. Skills/Abilities: Problem Solving: Solves a range of problems by using standard procedures and/or processes.  Customer Response: Responds to customer needs; seeks guidance on issues outside own area.  Planning and Organizing: Prioritizes and organizes own work to meet agreed upon deadlines.  Teamwork: Works with others within own area or department to achieve team goals through expanded knowledge and skills.  Other:  •    Ability to create and maintain customer-specific account documentation.  •    Ability to run established Data Warehouse reports. •    Proficiency in use of all databases and compliance with SOPs IREP order entry & inquiry capability, manage message queue to resolve errors & notifications with assistance of co-workers.  •    Create OMOES Masters and details with assistance of co-workers, understand linkage of details to master (aware of instead of OR in addition to requirements), order entry capability.  •    Established and productive relationships, understanding responsibility for each of the following:  •    Business Unit: Product Support Specialists and Product Managers (minimum)  •    Outside Sales: Field Sales Rep and RSM that have responsibility for assigned accounts (primary and back up requirements) •    Scheduling/Process Analysts: Staff members and area of responsibility for each  •    Operations Planning: Staff members and area of responsibility for each.  •    Technical: Product Mets, Process Mets, Regional Mets (staff members and area of responsibility for each)  •    Packing/Shipping: Supervisor, Area Manager, Order review support staff, Load builder •    Logistics (Each Mfg. Location and Distribution Center): Support provided by and management of each manufacturing location and distribution center.  •    Quality: Specs, Certs, Met Release, Labs, Quality Engineers (staff members and area of responsibility for each)  Credit: Staff members and area of responsibility