Specialist, Account Management

Avantor - Solon, OH3.3

Job Summary
Support the achievement of revenue, profit, and account share objectives for assigned primary accounts. Provide customer and sales operations support for designated customer accounts. Primary internal point of contact for customers.

Sales Support

Supports Business Development Representatives in achieving strategic objectives and profitability for assigned accounts. Proactively leads a joint company-strategic account planning process that develops mutual performance objectives, financial targets, and critical milestones.
Participates in quarterly business reviews with management and Business development.
Process, research and quote qualified new sales leads with Business Development Representatives.
Tracks sales goals and ensures customer satisfaction with internal process alignment.
Implement and communicate customer material forecasts to purchasing.
Deliver sales quotes to the customer in an expedient fashion.
Generate sales data/reports that support the sales process and communicate to Business Development.
Works with customers on product specific stocking strategies.
Customer Focused

Monitors customer accounts for all aspects of the sales process, quality documentation and specification management.
Establishes productive, professional relationships with key personnel in assigned customer accounts.
Proactively assesses, clarifies, and confirms customer needs on an ongoing basis.
Leads solution development efforts that best address customer needs, while coordinating the involvement of all necessary company personnel.
Maintains high customer satisfaction ratings that meet company goals.
Closely coordinates company executive involvement with customer management.
Advocate for the customer to internal stakeholders to ensure all problems are solved with mutual alignment.
Conduct routine customer calls to evaluate and manage product/material/production projects.
Collaborate with VWR specialists to ensure customer needs are met and exceed expectations.
Product Development

Achieves transparency with customer issues specific to custom capabilities and material specifications.
Initiates all custom design elements in collaboration with Product Development, Customer Service and Purchasing.
Confirm customer documentation for Medical Device implementation.
Coordinate timeline of product launch.

Manages the correspondence between all members of the sales team, internal stakeholders and the customer.
Provides applicable data and reports to the Business Development representatives to ensure sales goals are obtained and monitored on a regular basis.
Participates in the company to customer Audit process.
Initiate and manage source requests submitted to purchasing ensuring accuracy of information.
Examine and communicate quality issues as it relates to business processes.
Coordinate the execution of company contracts via contract management, liaise with VWR contracts and administrative review.
Monitor material stock levels for the efficient sales process and initiate safety stock via our change management system.
Suggest improvements in efficiency for products, in line with customer specifications and initiate desired changes.
Arrange payment/consumption programs for customers in conjunction with Accounting.
Conceptualize and manage all self-created sales projects to ensure completion.
Regulatory/Quality Management

Manages customer expectations with the communication process including customer surveys, questionnaires, design changes and custom specifications.
Construct solution management as part of the complaint process as needed.
Initiate custom specifications as directed from the customer to ensure execution.
Attend and participate in QAP meetings as assigned for the voice of the customer.
Facilitate material/product deviations or alternatives when required or documented components need to be substituted.
Perform other duties as assigned.
QUALIFICATIONS (Education/Training, Experience and Certifications)

College degree or equivalent/applicable experience required; Scientific degree preferred
3-5+ years of account management experience preferred
KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently)

Excellent listening, verbal and written skills
Excellent communication and team interaction skills, routinely interacting with customers, manufacturers, and VWR staff
Ability to communicate efficiently and effectively over the phone
Ability to work in a fast-paced environment
Ability to carry on a business conversation with business owners and decision makers
Ability to handle difficult situations and interactions
Ability to work independently and successfully manage time and territory
Ability to understand individual customer operations
Willingness to travel to customer locations as needed
Computer Knowledge (Microsoft Office)

Typically works in an office environment with adequate lighting and ventilation and a normal range of temperature and noise level.

Work assignments are diversified. Examples of past precedent are used to resolve work problems. New alternatives may be developed to resolve problems.

A frequent volume of work and deadlines impose strain on routine basis.

Minimal physical effort is required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting or carrying objects that typically weigh less than 10 lbs.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.
Avantor is proud to be an equal opportunity employer.

EEO Statement

Avantor companies are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.

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