Customer Success Account Executive

The Account Executive acts as the customer advocate and works with all internal departments to ensure the customer’s needs are understood and satisfied. This role will assist with seeking new business opportunities by contacting and developing relationships, handling customer complaints, collecting and analyzing data, and improving the overall customer experience.

To be successful in this role, will handle reporting, pricing, compliance, customer service functions, and data analysist supporting several functional areas. You will build and maintain strong relationships, provide ongoing support, drive customer satisfaction and retention, handle customer intake to take inquiry requests about our products, and work closely with Sales, Operations, Logistics, NPD, Planning and Scheduling teams.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

· Support and manage DOMO pricing tier level updates.

· Manage monthly forecast files, maintain, and communicate changes to planning.

· Research and analyze data including customer demands, sales forecast, ordering patterns, pricing levels, shipping, production needs, inventory levels and work with applicable teams.

· Support Inside Sales providing customer pricing quotes.

· Maintain compliance documents and work with applicable team members.

· Proactively explore business issues or opportunities to bring new ideas, which create value for our customers.

· Present findings and recommendations to internal teams to improve the customer experience.

· Produce and distribute daily, weekly, monthly customer service-related reports.

· Identify and act upon opportunities to streamline and automate processes.

· Provide training to other team members on reporting tools.

· Manage all required touch points including responding to customer complaints, order processing, price verification, forecast accuracy, unit of measure conversations, production schedules needs, delivery schedule requirements and collect customer feedback to identify areas for improvements.

· Analyze and execute product allocation strategy of customer inventory replenishment.

· Review customer ordering patterns to identify trends and improve forecast accuracy.

· Escalate, address, and resolve customer issues promptly and effectively, escalating when necessary.

· Other duties and projects as assigned

PREFERRED EDUCATION AND EXPERIENCE:

· A bachelor’s degree or equivalent work experience

· 0-2 years ‘experience or relevant internship in a customer facing role a plus.

· Working knowledge of MS Office applications, E2 MFG System, and Hub Spot.

· Ability to build relationships, collaborate, and be creative to expand our business.

· Excellent communication skills and the ability to collaborate effectively with cross functional teams.

PREFERRED CHARACTERISTICS

· Demonstrates understanding of DOMO and reporting tools.

· Creative problem-solver with strong critical thinking skills

· Excellent verbal and written communication skills

· Working knowledge of MS Office applications and E2 MFG System

· Ability to build and maintain strong relationships with internal teams

· Highly organized with strong time management

NOTE: This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

Reviewed with employee by:

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Title: ________________________________________________________ Date: ________________________

Received and accepted by:

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Equal Opportunity & ADA Statement

Lacerta Group is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status. We are committed to providing reasonable accommodations for applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact Darrell Caron in Human Resources at dcaron@lacerta.com or phone 508-964-8955.