North Tonawanda, NY. Armstrong Fluid Technology. Account Manager. FT. Benefits. $65,0000 - $75,000/year.

Key Accountabilities

Customer Relationship Management: 1. Serve as the primary point of contact for top OEM accounts, ensuring consistent and proactive communication. 2. Understand the specific needs and expectations of each OEM customer, tailoring services and solutions to meet those requirements. 3. Develop and maintain strong relationships with key stakeholders, fostering trust and ensuring customer satisfaction. 4. Handle escalations and complex customer inquiries, working to resolve issues promptly and effectively to maintain positive customer relationships.

Project Management: 1. Coordinate and manage OEM customer projects from initiation through to completion, ensuring all deliverables are met on time. 2. Manage operational documents to ensure that terms align with customer expectations and organizational capabilities. 3. Oversee the planning, execution, and monitoring of project activities, including procurement, resource allocation, and schedule management. 4. Coordinate with internal teams to ensure smooth project execution. 5. Monitor project progress and provide regular updates to both customers and internal stakeholders, ensuring transparency and alignment with customer goals.

Operational Excellence: 1. Oversee the processing of customer orders, change orders, and returns, ensuring accuracy and timeliness in execution. 2. Collaborate with internal departments such as engineering, production, logistics, and finance to ensure seamless service delivery and issue resolution. 3. Monitor order backlogs and expedite processing where necessary, keeping customers informed of delivery statuses and addressing any issues that arise.

Continuous Improvement and Reporting: 1. Generate regular reports on key customer experience metrics, including project timelines, satisfaction ratings (NPS), and resolution rates. 2. Analyze data to identify trends and areas for improvement, recommending actions to enhance the customer experience. 3. Collaborate with the Head of Customer Support Americas to implement best practices, process improvements, and innovative solutions tailored to the needs of OEM customers.

What Were Looking For To thrive in this role, you should bring: 1. Bachelors degree in a relevant field (e.g., Business Administration, Project Management). 2. 3-5 years of experience in customer service, project management, or a related field, ideally with a focus on OEM accounts or industrial environments. 3. Strong project management skills, with a proven ability to manage complex projects and deliverables. 4. Exceptional communication and interpersonal skills, with the ability to build and maintain strong relationships with high-value customers and internal teams. 5. Proficiency in using CRM, ERP, and MRP systems for customer management and project tracking. 6. Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks simultaneously. 7. Attention to detail and a commitment to delivering high-quality service and results. 8. Experience in the HVAC industry or a related field is advantageous. 9. Ability to travel as required to meet with customers and support project activities across regions.

Email resume to Elaine: ewalton@armstrongfluidtechnology.com