Jr Customer Account Manager (Not Sales)

Cold Chain Technologies, LLC. is seeking a Jr. Customer Account Manager who will work closely with assigned Business Development Managers to manage client programs throughout their lifecycle. The role involves providing exceptional customer service, managing strategic accounts, and identifying opportunities for improvement.ResponsibilitiesManage and provide exceptional customer service to assigned BDM(s) and their client base:Quote and maintain pricing for assigned clientsDocument all non-order activities in Customer Relationship Management (CRM) systemMaintain and update account notes for all delivery locationsSet-up and maintain e-Commerce templates for assigned clientsProblem investigation and resolution regarding, orders, pricing, and customer complaintsManage day to day activities of strategic accounts:Communicate regularly with strategic accountsAct as decision maker for strategic account ordersAct as first point of contact of escalationInteract with Supply Chain to resolve issuesOversee custom sample process for strategic accountsManage assigned client programs through their lifecycle including; initiation, planning, execution, and monitoringCollaborate and build strong relationships with key stake holders and internal teams to support needs of the BDM and their clientsEducate customers and team about additional products and services which are availableQualify leads and inquiries – distribute to appropriate parties as requiredCreate and monitor customer stocking agreements in CRM system against monthly actual usage trends and implement or recommend updates as requiredRecommend opportunities for new projects, products or services to BDM and/or the clientPrepare quarterly usage forecasts for review with BDM and other leadershipAttend Quarterly Business Reviews (QBRs) with BDM as requiredFollow up on assigned new leads within the BDM’s territoryIdentify opportunities for improvement with order and/or delivery operations and implement or recommend improvements as requiredParticipate in team, customer or departmental tasks/projects as assigned by managerCross train on accounts as assigned by managerFollow company policies, procedures, designated SOPs and Work InstructionsComply with all safety guidelines and standards as dictated by 5S practicesMaintain and promote both an environment of continuous improvement and lean manufacturing practicesAd hoc projects and other duties as assignedSkillsMinimum 1+ years' experience in customer service sales support roleExceptional written and verbal communication skillsStrong interpersonal skills and ability to work with others in a positive and collaborative manner alwaysMust be able to work in a fast-paced environment with minimal supervision; be flexible, be able to prioritize competing deadlines, be able to adapt to changes, understand urgency and when to escalateProven time management skills; organized with strong attention to detail and outstanding follow upAbility to handle stressful situations, multi task, and problem solveExperience working in an ERP system including reviewing purchase orders in an order management system and the Customer Relationship Management (CRM) applicationHighly Proficient MS Office skills (Outlook, Word, Excel, PowerPoint)Bachelor's degree preferredExperience working with an ERP system: 1 yearBenefits401(k)401(k) matchingDental insuranceEmployee assistance programFlexible spending accountHealth insuranceLife insurancePaid time offVision insuranceCompany OverviewCCT is a provider of insulated thermal packaging solutions that protect the integrity of temperature-sensitive products. It was founded in 1967, and is headquartered in Franklin, Massachusetts, USA, with a workforce of 1001-5000 employees. Its website is https://www.coldchaintech.com.



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