Job Description

Job Title: Key Account Specialist

Reports to: Customer Service Manager

Location: Downers Grove, IL

Job Purpose

Amphenol Fiber Optic Products is looking for a Key Account Specialist to act as the primary contact for post-sales activities for some of our key accounts. They will manage all aspects of customer service account management, including: PO processing and order management, expediting and escalating, credit issues, pricing management, reporting, and assisting with demand planning activities with operations (Mexico, Vietnam & China).

Duties and Responsibilities

• Coordinates all aspects of the customer account related to order fulfillment
• Guardian of Customer Experience: Proactively assesses, clarifies, and validates customer needs on an ongoing basis. Regularly monitors customer reports and works with appropriate internal teams to support
• Acting as liaison between the customer and all company departments, driving escalation, solution development and continuous improvement in processes. Communicates business relevant information and provides structured feedback to Management
• Provides superior day-to-day customer service from order entry thru expediting, backlog monitoring, delivery coordination to complaint resolution
• Responsible for maintaining Customer Service Excellence, including high responsiveness to inquiries and basic technical support via email or phone, and accuracy and comprehensive responses and proactive communication to ensure customer is well informed
• Accountable for material delivery performance, gathering lead time expectations and forecast information for review by planning, analyzing potential recurring delivery delays, and initiating safety stock discussions with Sales, Management, Supply Chain and Product Management
• Tracks sales activities and projects and develops relationships within the customer account to drive revenue, collaborate with the Sales team and Industry Segment
• Monitor and oversee activities related to pricing, forecasting, operational support and delivery and inventory levels; identifying trends to improve service quality, and drive corrective actions as needed
• Identify risk regarding ability to meet forecast growth and customer demand; take appropriate steps to a resolution and escalate situation
• Independently generates reports for daily transactions, service level monitoring and sales tracking. Offers custom reports to customers based on account needs.

Qualifications and Requirements

• BA Degree (preferred) and 5+ years experience managing accounts in a customer service capacity with key and strategic accounts. Preferably for a global manufacturing business. Fiber Optic cable experience a big plus!
• Able to handle a fast-paced, dynamic environment.
• Excellent verbal and written communication skills focusing on proactive and timely communication
• Able to provide positive professional customer service at all times, including in challenging situations and escalations
• Strong customer focus and relationship-building skills.
• Structured, organized, and detail-oriented with the ability to multitask on large projects.
• Independent and self-driven, while working in a team environment.
• Able to take ownership of strategic accounts and take initiative to drive improvements
• Ability to identify problems that need resolution, propose solutions, and escalate.
• Computer proficient with Excel (pivot, charts, formulas) Word, Outlook, and PowerPoint (MS Office)
• Ability to work outside or normal work hours, as needed.

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