What are the responsibilities and job description for the Regional Account Manager position at Navien, Inc.?
Regional Account Manager
Toano, VA
Full Time
WHAT WE ARE LOOKING FOR:
Supports all aspects of customer service for assigned Region and Territory. Maintain general relationship with Sales Managers, Independent Sales Reps, Wholesalers and customer base. Provide assistance to clients over the telephone, oversee and handle all incoming customer requests. Provides excellent customer service and ensures clients, and sales teams receive superior service in the areas administrative support. Position is responsible for processing purchase orders for complete fulfillment. Coordinates and generates sales orders, pack slips, order tracking, and invoicing. Works in a team environment and interacts with Warehouse, Returns, Warranty, Marketing, Navien factory purchasers, Admin. Coordinators and Accounting teams. Will promoting our products, pricing and promotions to our VIP and wholesalers. Ensure a high level of efficiency and accuracy is achieved, providing a high standard of customer care in all aspects of the sales office operation.
Essential Job Functions:
- Works daily with internal team, Sales Managers, Sales Reps, and wholesalers to fulfill daily sales order goals and KPIs.
- Handle, manage and educate customers, sales staff and management on support processes and options such as Returns, Orders, Inventory availability, product and pricing, third party accessories, Invoice terms, debit memos, credit memos and warranty process.
- Handle incoming customer calls, customer incoming email requests and escalations.
- Responsible for processing and confirming purchase orders from wholesalers using our SAP system submitted through email, EDI, and fax.
- Audit purchase orders to ensure final version has correct pricing, product information, shipping instructions and quantities. Provide Purchasers updated product and pricing catalog.
- Manage priorities, expedited shipments daily while maintaining all other workflow processes.
- Generate SAP quotes, sales orders, outbound delivery, pack slip, for timely shipping and complying with warehouse cut off times.
- Generate shipping labels and bill of ladings and work with logistics.
- Work with 3PL logistics and truckload vendors to ensure shipping compliance.
- Handle customer shipment claims for damage, lost or concealed damages. Manage communications between customer and logistics.
- Handle SRA, sales return authorizations, debit and credit memo requests that contain product return, overages shortages, and short payments complete request form for management and CEO approvals.
- Communicate with freight carriers and compare rates per order from all carriers to determine optimal shipment pricing when necessary.
- Prepare invoices daily maintaining within 24 hours of shipment. Manage invoice queue daily.
- Monitor backorders for daily shipping and communicate back order exceptions to customer weekly.
- Manage accounts receivable report that contains exceptions that stem from shipping and billing discrepancies.
- Work with Accounting team to resolve customer account issues.
- Efficiently file all orders including original purchase orders, packing slips, bill of ladings, approvals, proof of delivery and any support documents that are related to the customer PO.
- File and record shortages, backorders, order approvals, and customer invoice information on the Sales Order Server.
- Respond and work directly with regional sales representatives for order approvals and denials, mainly through email.
- Coordinate with the warehouse employees to ensure no orders are left open and that your accounts are shipped complete.
- Run daily performance reports; Pack Slip, Delivery, Sales Order and invoice reports to ensure work progress is up-to-date. Maintain your workflow to have a satisfactory timeline.
- Run Maintain Billing Report to ensure next day invoicing is achieved.
- Sustain up to date information on parts and product changes and revisions by reading all incoming marketing and technical support announcements
Non-Essential Job Functions:
- Direct any incoming calls which may belong to a different department.
- Support and provide assistance in any other department as needed.
- Complete miscellaneous projects as assigned by CSS Manager.
Skills:
- Excellent Excel, MS Outlook, PPT, Word, MRP Systems (e.g., SAP).
- Strong verbal and written communication skills.
- Excellent administrative and follow up skills.
- Strong attention to detail and accuracy.
- Excellent problem-solving and escalation resolution skills.
- Highly organized, self-starter, and team player
- Ability to meet timelines and meet KPI monthly goals.
Education/and or Related Experience:
- High school diploma (GED) required.
- Must have 3-5 years of account management, support operations, customer service experience in a sales order environment.
- Previous large account management, sales support and order entry.
- 2 years of account manager experience
- Proven customer service experience entering orders, handling high volume calls and productivity
- Effective verbal and written communications
- Ability to work in a fast paced environment, and handle high volume of orders same day shipping.
Benefits:
- Provided through Cigna: PPO Medical, Dental, Ortho, Vision, Rx, LTD and Life Insurance.
- Employee-only premium covered at 100%, and dependents at 50%.
- Cigna Voluntary Benefits available: STD, Hospital, Critical Illness, & Accident
- Flex Spending Accounts: Health and/or Dependent Care
- Available after year one: 401K Plan, 100% match on employee’s contribution, up to 5%
About Navien, Inc.
Since 2006, Navien, Inc. has become one of the fastest growing companies in the home comfort sector in North America and has established itself as the leader in condensing technology, providing condensing tankless water heaters, combi-boilers, and wall-hung boilers. In 2018, Navien moved beyond the condensing market with the introduction of the NPN series non-condensing tankless water heater.
Navien Inc. is an Equal Opportunity Employer
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