Customer Account Specialist

TriMas Corporation • Pasadena, CA • 1d ago

The Customer Account Specialist is responsible for the Company's business relationships with specific customers, ensuring that the needs of the customers are addressed by the organization. The Customer Account Specialist sets the customers' needs and expectations, communicates customer-specific initiatives within the Company, recommends & implements business and product improvements, and holds each functional area within the company responsible for meeting the business expectations. This position requires working experience in customer care, supply chain or logistic and ability to resolve difficult and complex issues with minimal oversight.

Primary Duties and Responsibilities:

Serve as the primary point of contact for designated customers, addressing inquiries, concerns, and feedback promptly and professionally.

Enter order for production orders, sample orders and color matching orders. Manage and update customer's open order report and inventory list.

Create item quotation and freight quotation to send to customers.

Create mold POs, finalize mold contract and tooling fees with vendors.

Create and send pro forma invoices to customers.

Monitor the status of customer orders and shipments, ensuring timely communication of updates and resolution of any issues.

Collaborate with internal teams to ensure that customer concerns are resolved effectively and proactively.

Make sure customers have no past due receivables and collect past due accounts, if necessary.

Ensure that there is weekly or monthly performance reporting against key metrics.

Implement and champion processes to support TriMas's Operational Excellence framework for performance excellence.

Maintain a thorough understanding of the company's products, services, and competitive landscape to effectively communicate value propositions.

Manage and grow in-house accounts and sales. Support outside sales team.

Work closely with the sales team to develop strategies for upselling and cross-selling products to existing customers.

Develop and maintain comprehensive customer profiles, documenting preferences, needs, and historical interactions.

Coordinate necessary samples sending to customer and collect new innovations in the market.

Cooperate with internal sample team and technical lab to schedule testing, present the report to customer.

For outsourced product and Trimas Packaging/Rieke manufactured products, send artwork proofs, die lines, material specs, MSDS and technical drawing to customers.

Review inspection report before orders ship out of the manufacturer, raise concerns with Quality team and drive to resolution.

Manage project timeline and lead customer approval process.

Develop and document operating procedures. Be able to train team members to effectively use the procedures in their day-to-day roles.

Ensuring that the quality policy and quality objectives are established for the quality management system and are compatible with the @context and strategic direction of Trimas/Rieke.

Proactively participate in Monthly Operating Reviews to discuss past, current and forecasted performance, including improvement projects, growth projects and corrective action plans.

This role is required to be on-site 3 days at the Pasadena, CA location. During training, it will be fully on site.

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