Customer Account Rep
Nesco Resource, Los Angeles, CA, United States
Position Summary
The Customer Account Rep (CAR) is the first point of contact for many of customers. They deliver world‑class service and support to the business by responding to customer enquiries, updating the business systems, preparing and delivering quotations, and joining with the planning team to accurately forecast demand. By utilizing the High Performance System, the CAR will serve as the primary interface responsible for ensuring the most efficient and positive relationship with customers, while enabling level‑loading of production and expeditious resolution of customer assertions. The role will support the teams Senior Customer Account Representatives and report into the Manager, Customer Accounts for a specified product group.
Essential Job Duties and Responsibilities
Receives, reviews, and enters purchase orders into the enterprise resource planning (ERP) system.
Raises quotes and customer documentation, prioritizing workload to ensure the customer receives an excellent service at all times.
Responds to various customer emails and phone calls to manage their orders and enquiries; the Customer Account Representative will serve as the primary point of contact for customers' buyers and supply chain personnel.
Coordinates site visits to client facilities and sets up customer meetings as required.
Refs any pricing queries to the Senior Customer Account Representative and/or the Commercial functions to ensure accurate pricing is applied.
Tracks and reconciles internal and external customer score cards, which includes verification of the metrics by which client is judged.
Gathers information from Finance, Procurement, Demand Planning and Manufacturing departments in order to produce accurate costing sheets.
Uses SAP product recognition to identify runner/repeater parts and what can be sold to the customer, as well as checking lead times. For any stranger/alien parts raises the relevant enquiry process.
Upon receipt of orders for “out‑of‑production products,” gathers the information necessary to prepare a quotation, which includes pricing, production lead time and client terms and conditions.
Delivers quotations to customers and coordinates with various functional leaders to ensure questions are answered until the order is received or the opportunity is closed as lost.
Monitors and actively manages customer portals to ensure prices, quantities, lead times and contract terms are acceptable in accordance with authority delegated by appropriate functional leaders (i.e., Finance, Commercial, and Operations).
Job Description
Utilizes business systems, including Salesforce/CRM, portal management and workflow tools, to expedite the process of receiving, reviewing, responding and booking orders.
Works to resolve customer complaints, which may include warranty, delivery, or quantity disputes, at the lowest level in the most beneficial manner for client by collaborating with other functions and seeking appropriate management approval.
Attends and occasionally participates in Daily Layered Accountability meetings and collaborates with Finance, Operations, Sales, Planning, and Procurement personnel to communicate changes to demand, assist with production forecasting and convey information to and from customers.
Performs other tasks as assigned, which will typically include supporting the Senior Customer Account Representatives.
Education Level (Required) Bachelor’s Degree or at least 1–2 years of relevant industry experience.
Skills, Knowledge and Abilities
Aware of the regulations pertaining to the products and customers for which the employee is responsible (i.e., FAR, DFARS, DEFCONS, etc.).
Ability to understand and follow specific instructions and procedures.
Ability to gather data, to compile information, and prepare reports.
Strong verbal and written communication skills.
Excellent customer service orientation.
Well‑organized, detail‑oriented, and ability to multi‑task.
Ability to follow detailed instructions in order to meet deadlines.
Strong computer skills, including proficiency with Microsoft Word, Excel, PowerPoint, Access, Outlook, and web browsers.
Knowledge of SAP Competencies: Customer focus, Collaborates, Situational adaptability, Drives results.
Other Competencies
Tech savvy – anticipating and adopting innovations in business‑building digital and technology applications.
Business insight – applying knowledge of business and the marketplace to advance the organization’s goals.
Communicates effectively – developing and delivering multi‑mode communications that convey a clear understanding of the unique needs of different audiences.
Manages ambiguity – operating effectively, even when things are not certain or the way forward is not clear.
Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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Essential Job Duties and Responsibilities
Receives, reviews, and enters purchase orders into the enterprise resource planning (ERP) system.
Raises quotes and customer documentation, prioritizing workload to ensure the customer receives an excellent service at all times.
Responds to various customer emails and phone calls to manage their orders and enquiries; the Customer Account Representative will serve as the primary point of contact for customers' buyers and supply chain personnel.
Coordinates site visits to client facilities and sets up customer meetings as required.
Refs any pricing queries to the Senior Customer Account Representative and/or the Commercial functions to ensure accurate pricing is applied.
Tracks and reconciles internal and external customer score cards, which includes verification of the metrics by which client is judged.
Gathers information from Finance, Procurement, Demand Planning and Manufacturing departments in order to produce accurate costing sheets.
Uses SAP product recognition to identify runner/repeater parts and what can be sold to the customer, as well as checking lead times. For any stranger/alien parts raises the relevant enquiry process.
Upon receipt of orders for “out‑of‑production products,” gathers the information necessary to prepare a quotation, which includes pricing, production lead time and client terms and conditions.
Delivers quotations to customers and coordinates with various functional leaders to ensure questions are answered until the order is received or the opportunity is closed as lost.
Monitors and actively manages customer portals to ensure prices, quantities, lead times and contract terms are acceptable in accordance with authority delegated by appropriate functional leaders (i.e., Finance, Commercial, and Operations).
Job Description
Utilizes business systems, including Salesforce/CRM, portal management and workflow tools, to expedite the process of receiving, reviewing, responding and booking orders.
Works to resolve customer complaints, which may include warranty, delivery, or quantity disputes, at the lowest level in the most beneficial manner for client by collaborating with other functions and seeking appropriate management approval.
Attends and occasionally participates in Daily Layered Accountability meetings and collaborates with Finance, Operations, Sales, Planning, and Procurement personnel to communicate changes to demand, assist with production forecasting and convey information to and from customers.
Performs other tasks as assigned, which will typically include supporting the Senior Customer Account Representatives.
Education Level (Required) Bachelor’s Degree or at least 1–2 years of relevant industry experience.
Skills, Knowledge and Abilities
Aware of the regulations pertaining to the products and customers for which the employee is responsible (i.e., FAR, DFARS, DEFCONS, etc.).
Ability to understand and follow specific instructions and procedures.
Ability to gather data, to compile information, and prepare reports.
Strong verbal and written communication skills.
Excellent customer service orientation.
Well‑organized, detail‑oriented, and ability to multi‑task.
Ability to follow detailed instructions in order to meet deadlines.
Strong computer skills, including proficiency with Microsoft Word, Excel, PowerPoint, Access, Outlook, and web browsers.
Knowledge of SAP Competencies: Customer focus, Collaborates, Situational adaptability, Drives results.
Other Competencies
Tech savvy – anticipating and adopting innovations in business‑building digital and technology applications.
Business insight – applying knowledge of business and the marketplace to advance the organization’s goals.
Communicates effectively – developing and delivering multi‑mode communications that convey a clear understanding of the unique needs of different audiences.
Manages ambiguity – operating effectively, even when things are not certain or the way forward is not clear.
Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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