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Senior Account Manager (Customer Support)- Jasper, IN

Kimball International -
Jasper, IN

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Job Details

Qualifications

SAP
Employee relationship building
Salesforce Cloud
Sales management systems proficiency
CRM system proficiency
Productivity software
Technical Proficiency

Full Job Description

The ideal candidate will be located within a 60-mile radius of our Jasper, IN headquarters and be able to work primarily from this location.

High level statement of the role:

The Senior Account Manager coordinates day-to-day service and administrative requirements for qualified project orders, High Profile Accounts, Standards, and Mock Ups after entry through punch list. Effectively assesses customer concerns, networks with the appropriate resources, and delivers creative consultative solutions to support client/customer needs. Ensures project order/ account receive the highest quality of service and support.

Responsibilities:

Facilitates execution team on project orders, High Profile Accounts, Standards, and Mock Ups from dealer order prep through punch completion. Drives collaboration with Dealer Project Manager and global. operations on order entry preferences.
Consult with clients/customers to identify services that meet their needs.
Pro-actively consults with dealers on how to execute floor plan specification to enable effective delivery scheduling.
Communicates a clear project management schedule to align team on key dates, clean order, order changes, specials, etc.
Responsible for communicating updates on project status, serving as the liaison with demand management, global operations, and field sales, and dealer.
Manages post-delivery requirements.
Strives to achieve team and individual performance metrics (% of Elapsed Resolution Time; Case Audits, and Delivery Schedules).
Examines all processes and procedures to ensure effective service solutions.
Effective prioritization of workload to achieve customer expectations.
Builds strong relationships with internal and external customers, maintaining a position of trust and delivers level of reliability.
Responsible for proactive and creative consultative solutions on order alerts, LONs, and various shipping/delivery scenarios. Evaluates best communication approach (phone call/meeting/email).
Documents all quality issues in the Quality Notification System.
Support Mission/Vision and Guiding Principles of Kimball International.
Monitors and tracks project orders from order prep through punch completion
Creates project delivery schedules
Process order changes
Creates SFDC Cases for all interactions
Ensures timely resolution of warranty claims
Processes time sensitive custom quote forms.
Engages Design Strategist to help verify product specifications-support from bill of material
Notifies field sales of lead opportunities
Responds timely to technical product questions
Assists with placing literature fulfillment orders
Proven history or ability to demonstrate safe / responsible behavior, and a positive performance record (including attendance)

Skills to Perform This Role:

Interpersonal Skills

Effective relationships with diverse groups- i.e. Manufacturing, Logistics, etc.
Ambassador for Kimball International
Respectful of teammates, leadership, and company
Approachable
Team player
Trustworthy
Pro-active and reliable
Conflict manager
Builds and maintains long-term relationship with customers/clients

Communication Skills

Excellent verbal and written communication skills
Excellent follow-up skills
Email etiquette
Good listening skills
Ability to communicate with all levels of the organization
Cool under pressure
Customer focused
Professional

Business Skills

Confident in making independent decisions
Exercises good judgment
Well-rounded knowledge of business processes
Project management
Self-motivated to do a good job and manages work quickly, accurately, and effectively
Understands customer requirements and maintains products/services knowledge
Excellent organizational and planning skills
Provide high level customer service

Leadership Skills

Creative thought process and comprehension to see the big picture and ripple effect
Takes initiative and ownership
Excellent presentation skills
Open Minded
Ability to articulate thoughts
Willingness to help others

Technical Skills

Product and process expert
Understanding of who to go to for exceptions
Advanced technical skills (SAP, kimballinternational.com, Salesforce, etc.)
Solid Analytical Skills
Ability to consistently meet deadlines

Requirements:

The ideal candidate will be located within a 60-mile radius of our Jasper, IN headquarters and be able to work primarily from this location.

Minimum of 2 years of experience in a customer service role (required)
Prior experience working in an office environment (preferred)
Excellent verbal and written communication skills
Advanced technical skills (SAP, Salesforce, Microsoft Office Suite)

Apply Now

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