Job Description

Position Overview

An Inside Customer Account Manager is a technically proficient customer advocate who combines strong analytical and estimating capabilities with exceptional customer relationship management. This role requires an interest in cost analysis, technical specification interpretation, and manufacturing process understanding to develop accurate quotes while serving as the primary interface between customers and the company. The position performs detailed cost estimations, analyzes engineering drawings and technical documentation, and will occasionally manage the complete customer engagement lifecycle from initial inquiry through order fulfillment. This individual must demonstrate both technical acumen and commercial excellence while managing activities for both AGSE and Westmont.

Essential Functions

Quote Processing:

Manage customer request for quote to determine and/or verify requested part numbers by analyzing technical manual parts lists, engineering drawings, bills of materials, and other specifications to understand what needs to be quoted Understand customer need and recommend products by utilizing company website to determine and/or verify requested part numbers Review and incorporate customer requirements, terms and conditions, and special specifications into quote pricing Apply appropriate margins and pricing strategies based on market conditions, competitive analysis, and company guidelines Collaborate with Engineering, Manufacturing, and Production Control to validate cost assumptions and lead-times Create detailed quotes in the company business system with proper cost breakdowns and sell pricing Ensure accuracy and completeness of quote output prior to submittal to Customer, Sales Representatives, or customer portals Maintain quote follow-up activities and conversion tracking

Additional Functions

Sales Order Processing:

Manage customer purchase order/contract by conducting a review to identify any gaps between quote/price agreements and customer purchase order and resolve any issues identified with customer Verify purchase order/contract requirements are consistent with AGSE standard terms of sale and/or specific customer contractual requirements Identify any customer requirements to ensure they were referenced on the quote, otherwise, perform a review to confirm compliance and any cost impact Create sales orders in the company business system, including customer requirements, special flow downs, and making note of any open issues which require resolution prior to shipment of order Ensure accuracy of sales order prior to formal acknowledgement to the Customer via e-mail or portal

Account Management:

Ensure all customer requests have been vetted for compliance to AGSE's Export Compliance policies and/or applicable Government regulations Log, monitor, and maintain specific data elements associated with customer equipment returned for repair within the established process, ensuring information is both timely and accurately defined Log, monitor, and maintain specific data elements associated with customer complaints and following through on actions required to resolve the issue to ensure customer satisfaction Interact with internal departments (Engineering, Supply Chain, Production Control, Manufacturing, Quality, Shipping and Accounting) to obtain feedback to ensure customer needs are met Monitor processing time of quotes, sales orders, repair orders, complaints, and on time delivery from inception to closeout by reviewing status dashboards in the company business system Ability to maintain and nurture customer relationships by providing excelling Customer Service in an accurate and timely manner, and by coordinating with Regional Sales Directors to resolve customer-related disputes

Knowledge/Skills/Abilities

Dedicated, customer friendly person who provides customer satisfaction, via e-mail, phone, virtual meeting, or face-to-face meeting Work in a structured, process-oriented environment to meet key performance indicators MS Office literate (Outlook, Excel, Teams, Word, PowerPoint, SharePoint) Can work with multiple Outlook e-mail boxes, accessible by all Customer Service team members, and use the Categorizefeature to identify the appropriate action/status of each e-mail request Navigate various customer portals for requests for quotes, orders, updates, changes, etc. Independently resolve routine to relatively complex work-related issues Negotiating skills with the ability to influence outcomes This position may require access to Controlled Data and/or Information, whereby, only a US Person will be considered for this position, as defined by 22 C.F.R 120.15 (US Person includes US Citizen or lawful permanent resident)

Education

Bachelor's in business or technical discipline or equivalent

Experience

At least 2 years of recent Customer Service Proficient in typing and using office software applications Proficient in business e-mail (formal) writing skills
Pay: $67,000 - $100,000 plus discretionary bonus up to 10% of base salary.

Company bonuses are not guaranteed and are based on your performance, the department's performance and/or the Company's financial results.

While a Company bonus is not guaranteed, this position's maximum bonus percentage range can be up to 10% of base salary.

AGSE is required by law in certain jurisdictions to include a pay scale in the job posting for this position. "Pay scale" means the salary or hourly range that AGSE reasonably expects to pay for this position; it is neither a promise nor a guarantee of the compensation that the successful candidate will receive. The pay scale for this position considers the wide range of factors that AGSE considers in making compensation decisions, including, without limitation: skill set, experience, and training, licensure and certifications, and other business and organizational needs. Please note that it is not typical for AGSE employees to be at or near the top of the pay scale for their role - especially as a new hire - and compensation decisions are dependent on the facts and circumstances of each case.

Benefits

401(k)

401(k) matching 100% up to 5% of compensation

Dental insurance Employee assistance program FSA "Flexible Spending Account" Health insurance Life insurance Paid time off. Tuition reimbursement Vision insurance

Working Conditions

Primarily office-based with occasional visits to the production floor
Job Type: Full-time

Pay: $67,000.00 - $100,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off Tuition reimbursement Vision insurance
Education:

Bachelor's (Required)
Experience:

Customer service: 3 years (Required) Sales Order Processing: 3 years (Required) Quote Processing: 3 years (Required)
Ability to Commute:

Santa Fe Springs, CA 90670 (Required)
Ability to Relocate:

Santa Fe Springs, CA 90670: Relocate before starting work (Required)
Work Location: In person